Job purpose

• The ATM controller will oversee operation of the banks automated teller machines (ATMs) including installation, maintenance, and removal of machines.
• ATM controller is responsible for being the first line support to our technician, our merchants in supporting them with inbound request, outbound escalation feedback and onsite technical support
• Responsible for the prompt and accurate processing and settlement of ATM transactions deposited by members on a daily basis, applying the proper holds and/or memos and other deposit related functions
• The main responsibility is to ensure the all the calls and emails received are attended in a timely manner

Key responsibilities

Customer

• Monitor trends and advise on ATM capacity planning
• Ensure that all fully cashed ATMs are loaded within the agreed SLA
• Resolve client issues telephonically – inbound and outbound customer care
• Resolve disputes including Telkom/ Huge Connect queries
• Submit daily, weekly, and monthly reports and report on data and deliverables on a timely basis
• Facilitate the completion of customer satisfaction surveys
• Manage and allocate all events accordingly
• Log all inbound and outbound calls
• Troubleshoot and resolve issues when systems are down or problematic
• Conduct post installation calls to all new customers within agreed timeframes
• Management of projects such as software upgrades, monthly ATM maintenance
• Monitor critical sites and ensure that they are actioned timeously
• Coordinate installation, maintenance, and removal of ATM machines
• Follow up and action all open events timeously
• Raise events for matters that require a site visit with Telkom BCX and Huge Connect
• Performs other related duties as assigned

People

• Be available the on-call cycle on weekends, public holidays, or weekend shift work.

Finance

• Monitor and report on all cost control measures and to ensure optimal loading amounts
• Monitor the estate of fully cashed ATMs to ensure all issues are actioned within the agreed timeframes
• Ensure maximum uptime and optimal cash availability of fully cashed ATMs

Process, Risk, Regulatory and Compliance

• Operations controllers facilitate quality control by periodically performing financial audits. These audits help ensure the organization is compliant with industry standards and regulations and help identify any areas for process improvements
• Ensure constant revision and refining of processes and procedures
• If any accounting or reconciliation issues are discovered or reported, it is the operations controller’s responsibility to research and resolve them

Key performance measure

• Customer satisfaction
• Internal Process Quality
• Cost-effectiveness
• Team player
• Participation

Knowledge, Skills & Abilities Required

• Prolonged periods of sitting at a desk and working on a computer
• Extensive knowledge of automated teller machines and available software
• Ability to work independently
• Excellent problem-solving skills and ability to trouble shoot issues with machines
• Excellent organization skills
• Excellent communication and interpersonal skills
• Computer skills
• First line technical support
• Business acumen
• Drive for results
• Leads change and innovation
• Collaboration
• Impact and influence
• Self-awareness and insight
• Diversity and inclusiveness
• Communication

Qualifications and Experience

• Grade 12
• Intermediate level experience with Microsoft suite (Word, Powerpoint, Excel, Teams)
• Degree/honours/master’s in mathematics and statistics
• Driver’s license
• Ability to work shifts

Behaviours required

• Create a compelling future
• Inspires others to achieve
• Learns and shares knowledge
• Demonstrates a passion for customers
• Delivers great performance