ATM Field Controller (George) at SBV Services (Pty) Ltd.

Description
Responsible for the management of customer service

• Confirm that all ATM machines under SBV Full Custodianship at the centre are balanced as per the SLA.
• Monitor ATM balancing exception reports and implement remedial action.
• Provide recommendations and assist in always implementing improvement measures in the achievement of agreed ATM availability targets for excellent ATM service to customers.
• Provide feedback on ATM availability and implement effective and efficient performance improvement action plans for region provided by the Logistics Management.
• Liaise with respective management in terms of any possible reputational risks due to downtime of ATMs.
• Escalate client queries to the Team Controller: Logistics/HOD Logistics and confirm matters are resolved.

Manage ATM risk and provide on the job training

• Collaborate with all the relevant teams to obtain and utilise security and environmental information to minimise risk.
• Communicate, implement and enforce all relevant internal ATM policies and procedures to all employees in writing and verify that the acknowledgement of receipt from all staff that the procedures and policies have been read and understood
• Investigate and recommend efforts to combat and minimise ATM vandalism.
• Immediately escalate all ATM premises and leasing issues to all relevant stakeholders and check sites thoroughly when performing surprise checks
• Perform trend and root cause analysis on all ATM related incidents including but not limited Losses, SOP transgressions and near misses and report all losses, potential losses and ATM differences to the relevant stakeholders.
• Verify that sites conform to Health and Safety procedures.
• Monitor compliance to minimum security standard requirements for the ATM and its environment on a national basis.
• Report and provide support into the investigation process in collaboration with the Risk team.
• Provide input on the content for training material and on-going support for the training of ATM staff.

Conduct On-site Inspection, ATM Audits and Balancing Reports

• Complete the full on-site inspection checklist per visit when conducting the on-site audits and provide suggestions for corrective actions when required to.
• Conduct audits to verify the strict adherence by all staff to the relevant SBV procedures & policies as well as to identify possible areas of risk to be able to implement suggestions to mitigate these risks to minimise losses, service escalations and reputational damage.
• Provide suggestions for effective corrective and preventive action plans to close all unsatisfactory audit findings and drive the implementation of the action plans provided.
• Conducts site specific risk assessments in conjunction with Risk & Governance and for new business opportunities/onboarding as well as to identify gaps and non-compliance to company policies and procedures and provide suggestions for corrective actions when necessary.
• Assess quality adherence and keep record of all quality audit reports in alignment with SBV policies and procedures and discuss the report with the Team Controller: Logistics and HOD: Logistics
• Conduct a follow up audit within a specified time frame to determine if the identified errors / findings have been rectified
• Provide feedback to ATM Custodians and HOD Logistics with regards to physical condition of ATM’s, ATM sites , and ATM Balancing (Losses), notifying the Team Controller: Logistics/HOD Logistics of any possible claims that may arise due to discrepancies in the balancing.
• Subscribe and align to SBV Services' ISO 9001:2015 Quality Management Standards, ensuring the department’s processes and quality management system is at all times in compliance with the standard.
• Support SBVs ESG journey, reporting on and managing the ESG requirements to ensure a positive reflection and outcome.

Drive the organisation culture

• Drive the department’s values while inspiring confidence and generating excitement, enthusiasm and commitment towards the mission.

Lead as an Ambassador and executor of Change

• Act as a change management architect in periods of change to ensure business continuity.
• Manage the integration of business units into a seamless end to end solution for customers.
• Effectively communicate and embed new processes and procedures as they occur, addressing or escalating matters/ concerns to the SME’s (subject matter experts) when required.
• Facilitate the necessary presentations, workshops, or forums to ensure consistent and accurate communication is given across one’s portfolio.

Requirements
Minimum Requirements: Work Experience

• 5 years’ experience in an ATM environment of which 2 years’ experience as an ATM custodian

Minimum Requirements: Education

• Grade 12 with 3 years ATM operational experience
• Studying toward Business related qualification: Advantageous