Atm Operation Manager

4 weeks ago

Dubai, United Arab Emirates Emirates NBD Full time

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 20 million customers. The Emirates NBD Group has a total of 853 branches and 4,213 ATMs / SDMs. Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.89 billion. At the bank, we serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations. We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With close to half a million users, it continues to be the fastest-growing digital bank in the region.

**Job Overview**

The purpose of this role in the ATM operations team is to ensure efficient and secure management of banks ATM/CDM/ITM network. This includes overseeing daily operations, managing customer complaints, troubleshooting technical issues, and coordinating with Various stakeholders to ensure optimal ATM performance & CSAT. The role also involves implementing process improvements and maintaining compliance with Banking regulations in the region and security standards.

**Key Responsibilities**
- Manage relationships with ATM vendors, ensuring timely maintenance, issue resolution, and compliance with service level agreements (SLAs).
- Monitor and analyze ATM machine performance, addressing technical issues promptly to minimize downtime and enhance reliability.
- Implement strategies to reduce customer complaints related to ATM services by identifying and resolving recurring issues.
- Coordinate the end-to-end process of ATM installations, relocations, and decommissions, ensuring seamless execution and mínimal disruption to services.
- Drive process improvements to enhance customer satisfaction (CSAT) and operational efficiency, while maintaining adherence to banking regulations and security protocols.

**Skills and Experience**
- Minimum 5 years’ experience in managing ATM operations, including installation, maintenance, and troubleshooting.
- Demonstrated ability to manage vendor relationships and negotiate service level agreements (SLAs).
- Proficiency in monitoring and analyzing machine performance metrics to drive improvements..
- Expertise in implementing process improvements to enhance operational efficiency and customer satisfaction (CSAT).

**What we offer you**
- Competitive salary package
- Strong emphasis on work/life balance
- Generous annual leave entitlement and Private Healthcare
- World-class Learning & Development platform and career development
- Preferential banking facilities for employees

**Why Join Us**

We aspire to be an employee’s employer of choice. We believe, we can help you realize your true potential by providing the right opportunities. At ENBD we are reimagining the future of work so that you can unlock your potential, every day we want to ensure, every employee can exceed in the future of work by upskilling, building new digital skills and knowledge. Our goal is to empower our employees to build a career experiences and skills they need in the future and that will produce a great outcome for our bank as well, we want our employees no matter their background, location, preferences to feel engaged to one ENBD team.

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