Channel Support Manager – ATM /CDM at Equity Bank Kenya

Job Purpose:

The ATM Channel Manager is responsible for managing and optimizing the ATM /CDM channel, ensuring efficient operations, increasing transaction volumes, and enhancing customer satisfaction. This role involves strategic planning, operational oversight, and working closely with vendors, service providers, and internal teams to ensure the smooth functioning and profitability of the network.

Key Responsibilities:

ATM Operations Management  

• Oversee the daily operations of the bank’s ATM network, ensuring that ATMs are functional, secure, and optimally located.
• Monitor ATM uptime and work closely with service providers to minimize downtime and resolve technical issues promptly.
• Ensure ATMs are well-stocked with cash and supplies, including coordination with cash management teams.
• Develop and implement a comprehensive maintenance schedule to ensure ATMs are always operational and adhere to service-level agreements (SLAs). 

Channel Strategy and Development: 

• Develop and execute the bank's ATM channel strategy, including identifying opportunities for expansion, upgrading technology, and improving customer service.
• Analyze market trends and customer behavior to optimize ATM locations and functionalities.
• Evaluate the performance of the ATM network and provide regular reports and recommendations to senior management.
• Collaborate with marketing teams to promote the use of ATMs and increase transaction volumes. 

Vendor and Stakeholder Management: 

• Manage relationships with ATM service providers, manufacturers, and cash logistics partners to ensure compliance with SLAs and quality standards.
• Negotiate contracts with vendors and ensure cost-effective solutions for ATM hardware, software, and maintenance services.
• Work with IT and security teams to ensure ATMs meet regulatory standards and are equipped with the latest security features (e.g., anti-skimming technology, encryption). 

Compliance and Risk Management: 

• Ensure the ATM channel complies with regulatory requirements, including data privacy laws, anti-money laundering (AML) regulations, 
• Implement risk mitigation strategies to minimize fraud, theft, and other operational risks.
• Ensure all ATMs adhere to security protocols, including regular inspections, software updates, and compliance with EMV and PCI DSS standards. 

Customer Experience and Support: 

• Continuously improve the customer experience by enhancing ATM usability, reducing transaction times, and addressing customer pain points.
• Work with customer service teams to resolve ATM-related customer complaints and ensure prompt issue resolution.
• Monitor customer feedback and transaction patterns to make improvements to the ATM channel. 

Key Performance Indicators (KPIs): 

• ATM uptime and service availability (e.g., 99% uptime target)
• Transaction volume growth
• Customer satisfaction metrics
• Reduction in operational and security issues
• Compliance with regulatory standards
• ATM network profitability

Qualifications

Education:

• Bachelor’s degree in information technology, or a related field is preferred. or Diploma with extensive ATM experience 10+ years should be considered  

Experience: 

• Experience working with ATM software and hardware vendors and managing service-level agreements.
• In-depth knowledge of ATM technologies, including hardware, software, and security protocols (e.g., EMV, PCI DSS, encryption).
• Familiarity with ATM management systems and monitoring tools (e.g., NCR Aptra, Diebold Nixdorf, or other similar platforms).

Key Competencies & Skills:

• Problem-Solving Skills: Strong analytical and troubleshooting skills to resolve technical and operational issues. 
• Communication Skills: Excellent verbal and written communication skills to interact with merchants and internal teams effectively. 
• Customer Focus: A commitment to providing exceptional service and support to stakeholders. 
• Attention to Detail: Ability to manage multiple tasks and ensure accuracy in all activities. 
• Teamwork: Ability to work effectively within a team environment and collaborate with cross-functional teams.