Job Purpose

• To ensure that all Automated Teller Machine (ATMs) are functional by monitoring and maintaining ATM availability within specified Service Level Agreements to external and internal customers to achieve customer service objectives.

Job Responsibilities

• Manage service delivery by providing first line  and after hours support on a seven day standby week according to Service Level Agreements.
• Improve customer service by providing feedback and  follow up on ATM image and availability.
• Ensure ATM availability through the replenishment of cash and stationery and attending to down devices according to service level agreements.
• Build internal relationships by sharing feedback and participating in knowledge sharing sessions with stakeholders.
• Build and maintain relationships with vendors and suppliers by adhering to service level agreements and internal processes and procedures.
• Provide results to stakeholders by balancing  ATM cash  on a daily basis.
• Ensure monthly audits are completed by adhering to Nedbank’s process and compliance requirements.
• Check cash and stationery levels  per ATM by monitoring notifications.
• Measure availability of ATMs by means of reports and benchmark percentage uptime agreed to (including downtime due to mechanical defects).
• Ensures that technical issues are resolved by logging maintenance call with relevant vendors.
• Adhere to service level agreements by delivering on a one hour response time when there is an out-of-service ATM.
• Comply with governance in terms of legislative and audit requirements, policies, procedures and processes as required for the ATMs
• Mitigate risk by reporting any deviations from standard operations to management.
• Escalate service failures by reporting to line manager.
• Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters, websites and attending sessions.
• Understand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders.
• Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers
• Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed, experience practiced and certifications obtained and/or maintained within specified time frames.
• Ensure information is provided correctly to stakeholders by maintaining knowledge  sharing  with team.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives.
• Participate and support corporate social responsibility initiatives for the achievement of key business strategies.
• Identify and recommend opportunities to enhance processes, systems and policies and support implementation of new processes, policies and systems.

Essential Qualifications – NQF Level

• Matric / Grade 12 / National Senior Certificate

Minimum Experience Level

• 1 year experience in handling bulk cash in a retail or banking environment