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ATM Operations Manager
7 days ago
Overview of the Role
Advait Techserve seeks an experienced ATM Operations Manager to oversee and manage a team of 15 to 20 members, ensuring the smooth handling of ATM-related issues and maintaining effective communication with clients, team members, and stakeholders. The role involves coordinating with Team Leaders, Client Relationship Associates (CRA), and clients to resolve ATM issues efficiently.
Main Responsibilities
The ATM Operations Manager will be responsible for:
• Leading, supervising, and motivating a team of 15 to 20 members
• Monitoring the day-to-day activities of the team and ensuring they adhere to operational standards and quality metrics
• Providing training to new joiners, ensuring that they understand all operational procedures and expectations
• Handling First Line Maintenance (FLM) and Second Line Maintenance (SLM) related ATM issues
• Coordinating with Team Leaders, CRAs, and clients to resolve ATM issues promptly and efficiently
• Ensuring timely resolution of ATM-related complaints and incidents to avoid downtime and customer dissatisfaction
• Preparing and sharing daily performance dashboards and updates every 2 hours, showcasing Turnaround Time (TAT) performance to clients
• Highlighting any discrepancies or delays in service and working towards their resolution
• Regularly communicating with clients to gather feedback on services and performance
• Sharing the current status and resolution updates with senior management and clients as necessary
• Acting as the primary point of contact for client concerns and ensuring satisfaction through proactive issue resolution
• Monitoring team performance, analyzing key performance indicators (KPIs), and ensuring targets are met consistently
• Taking corrective actions when necessary and driving team improvement through continuous feedback and guidance
• Providing continuous training and skill development opportunities for team members to enhance performance and operational knowledge
• Staying updated with the latest industry trends and technological advancements related to ATM operations
• Maintaining strong leadership and team management skills
Qualifications and Skills
The ideal candidate should possess:
• 3+ years of experience in ATM operations, field service, or a similar role
• Strong leadership and team management skills
• Excellent communication and problem-solving abilities
• Ability to work under pressure and meet deadlines
• Familiarity with MIS reporting, dashboards, and performance tracking tools
• Previous experience in client-facing roles is preferred
• Knowledge of ATM operational processes and maintenance
• Proficiency in MS Office and reporting tools
