Are you a strong operations leader with experience managing ATM operations, cash management, incident resolution, and service delivery? We are looking for a Team Lead - Operations to oversee our Cash Operations and Incident Management Centre (IMC), ensuring high ATM availability, operational excellence, and exceptional service delivery across our ATM network.
About the Role
As the Team Lead - Operations, you will lead the day-to-day management of ATM Cash Operations and Incident Management functions, ensuring ATM uptime, cash availability, SLA compliance, and effective coordination with banks, vendors, and internal stakeholders.
You will play a critical role in driving operational performance, managing escalations, improving service quality, and leading a team that supports a 24x7 ATM environment.
Key Responsibilities
- Lead and manage ATM Cash Operations and Incident Management Centre (IMC) activities.
- Ensure 24x7 monitoring of ATM network health and service availability.
- Drive timely restoration of ATM faults and incidents within agreed service levels.
- Manage escalations related to critical incidents, mass outages, and recurring ATM issues.
- Coordinate with banks, CIT partners, OEMs, Helpdesk, Reconciliation, and Field Service teams to resolve incidents efficiently.
- Oversee ATM cash forecasting, replenishment planning, and cash availability across the network.
- Monitor cash balances, cash-out situations, loading schedules, and operational performance.
- Ensure proper management of disputes, reconciliation activities, over-dispense, and under-dispense cases.
- Lead service review meetings and act as the primary escalation point for banking partners.
- Prepare and present operational performance reports to management.
- Lead operational audits and drive process improvement initiatives.
- Manage, mentor, and develop team members while ensuring effective shift and resource planning
Requirements
Bachelor's Degree or equivalent qualification.
✅ Experience in:
- ATM Operations
- Incident Management
- Cash Management Operations
- Banking, Financial Services, or Payments Industry
- Service Delivery and Vendor Management
- Team Leadership and People Management
✅ Strong skills in:
- Operational problem-solving and escalation management
- Stakeholder management and customer communication
- Service Level Agreement (SLA) management
- Reporting and operational analysis
- Microsoft Excel, Outlook, and Word
✅ Excellent communication skills in English.
Benefits
- Work with a global leader in payments and financial technology.
- Lead mission-critical ATM operations supporting major banking partners.
- Collaborate with cross-functional teams and industry-leading stakeholders.
- Opportunity to drive operational excellence and continuous improvement.
- Career growth opportunities.
- Paid Time Off