Vendor Liaison Officer - ATM

SUMMARY:
The (VLO) is responsible for the day-to-day management, monitoring, inspecting, and proposing measures to improve the ATM channel`s performance, processes, and products to meet established standards.

POSITION INFO:

Creation of MIS on a daily basis; ATM uptime, troubleshooting, remedial measures.
Quality control; measuring customer satisfaction by analyzing the complaints and taking remedial measures.
Handle client escalations and work with internal and client teams and resolve within short time frames, preferably within sunset.
Ensure the ATM Availability is achieved daily and come up with solutions to address repeat/chronic ATM failures.
Have a documented month-end plan to ensure service levels are high.
Preparing and implementing quality assurance policies and procedures.
Performing routine inspections and quality tests.
Identifying and resolving workflow and production issues.
Ensuring that standards and safety regulations are observed.
Addressing and discussing issues and proposed solutions with superiors.
Documenting quality assurance activities and creating audit reports.
Making recommendations for improvement.
Creating training materials and operating manuals.
Stakeholder management
Accountable for vendor management and deliverables. This can include services, licensing, validating the invoices, and vendor management activities.
Manage and track overtime, and ensure vendor staff rosters are in place to reduce /eliminate overtime.
Manage the flow of work including projects & production fixes assigned to the ATM channel in accordance with established timelines, budget, quality standards, and/or contractual requirements.
Process, Risk, Regulatory & Compliance


Qualifications and Experience:

Matric (Grade 12)
Degree in business management /commerce /finance advantageous
Experience in resolving ATM escalations.
5 + years experience in Cash and ATMs
Experience in ATM Monitoring & vendor liaison
Clear criminal and credit record
Contactable via own mobile phone
Valid driver’s license
Must have Office Suite experience – Word, Excel, MS Project, PowerPoint

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