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Manager, ATM and Devices Employment Opportunity – Stanbic Bank
Job Title: Manager, ATM and Devices
Organisation: Stanbic Bank
Job ID: 14223
Duty Station: Kampala, Uganda
About US:
Stanbic Bank
Uganda Limited is a subsidiary of Stanbic Africa Holdings Limited which is in
turn owned by Standard Bank Group Limited (“the Group”), Africa’s leading
banking and financial services group. The Standard Bank Group is the leading
banking group focused on emerging markets. It is the largest African banking
group ranked by assets and earnings. Stanbic Bank Uganda Limited is the largest
bank in Uganda by assets and market capitalization. It offers a full range of
banking services through two business units; Personal and Business Banking
(PBB), and Corporate and Investment Banking (CIB).
Uganda Limited is a subsidiary of Stanbic Africa Holdings Limited which is in
turn owned by Standard Bank Group Limited (“the Group”), Africa’s leading
banking and financial services group. The Standard Bank Group is the leading
banking group focused on emerging markets. It is the largest African banking
group ranked by assets and earnings. Stanbic Bank Uganda Limited is the largest
bank in Uganda by assets and market capitalization. It offers a full range of
banking services through two business units; Personal and Business Banking
(PBB), and Corporate and Investment Banking (CIB).
Job Summary: The Manager ATM
and devices will be responsible for managing and maintaining efficient ATM and
devices operation and service delivery in addition to driving the profitability
of the channels. The incumbent will be held accountable for the administration
of quality services across the channel. Devices include internet kiosks,
self-service machines
and devices will be responsible for managing and maintaining efficient ATM and
devices operation and service delivery in addition to driving the profitability
of the channels. The incumbent will be held accountable for the administration
of quality services across the channel. Devices include internet kiosks,
self-service machines
Key Duties and Responsibilities:
1.
Service Quality:
Service Quality:
·
The incumbent will develop and implement the service
strategy across the channel working with the relevant stakeholders.
The incumbent will develop and implement the service
strategy across the channel working with the relevant stakeholders.
·
Manage the change process in the channel and
ensuring that both internal and external customers are prepared for any changes
that are happening in the channel.
Manage the change process in the channel and
ensuring that both internal and external customers are prepared for any changes
that are happening in the channel.
·
The job holder will also maintain efficient ATM
operational processes
The job holder will also maintain efficient ATM
operational processes
·
Drive customer uptake , migration and utilization of
the channel
Drive customer uptake , migration and utilization of
the channel
·
Drive the innovation of products and services that
are geared towards improving customer experience at the channel.
Drive the innovation of products and services that
are geared towards improving customer experience at the channel.
·
The job holder will also steer the cascading of ATM
and devices product knowledge across the bank network
The job holder will also steer the cascading of ATM
and devices product knowledge across the bank network
·
Manages the resolution of ATM customer queries and
complaints.
Manages the resolution of ATM customer queries and
complaints.
·
Drive the process that determines the technology
direction to support the business.
Drive the process that determines the technology
direction to support the business.
2.
ATM and Device Management:
ATM and Device Management:
·
Administration of the Bank’s Automated Teller
Machine (ATM) products, services and related systems.
Administration of the Bank’s Automated Teller
Machine (ATM) products, services and related systems.
·
Provide technical support to sourcing and
procurement process of vendor services.
Provide technical support to sourcing and
procurement process of vendor services.
·
Develop and manage vendor SLAs in collaboration with
other stakeholders. Hold vendors accountable for the delivery of the channel
and ensuring that the SLAs are adhered to by all vendors.
Develop and manage vendor SLAs in collaboration with
other stakeholders. Hold vendors accountable for the delivery of the channel
and ensuring that the SLAs are adhered to by all vendors.
·
The incumbent also recommends changes to processes,
policies, and metrics to facilitate the improvement of Channel performance.
The incumbent also recommends changes to processes,
policies, and metrics to facilitate the improvement of Channel performance.
3.
Revenue:
Revenue:
·
Drive the utilisation strategy of the channel.
Drive the utilisation strategy of the channel.
·
Drive the cost management strategy of the
channels
Drive the cost management strategy of the
channels
4.
Compliance:
Compliance:
·
Provide guidance in relation to legislative and
regulatory requirements
Provide guidance in relation to legislative and
regulatory requirements
·
Manage of all compliance processes, requirements and
reporting.
Manage of all compliance processes, requirements and
reporting.
·
Regularly report
non-compliance and any process deviations from the vendor SLAs
Regularly report
non-compliance and any process deviations from the vendor SLAs
·
Interacting with internal and external bodies such
as Risk management, Internal Audit, Legal Services regulations and other
industry bodies
Interacting with internal and external bodies such
as Risk management, Internal Audit, Legal Services regulations and other
industry bodies
Key Performance Indicators:
·
Satisfactory Audit rating
Satisfactory Audit rating
·
Clarity of service strategy across the bank
Clarity of service strategy across the bank
·
Percentage achievement of NPS score of the channel.
Percentage achievement of NPS score of the channel.
·
Percentage channel uptake and utilizations.
Percentage channel uptake and utilizations.
·
Turn Around time of query and complaint resolution
Turn Around time of query and complaint resolution
·
No overdue repeat audit findings
No overdue repeat audit findings
·
Clarity of sales strategy cascaded across the business
Clarity of sales strategy cascaded across the business
·
Achievement of revenue targets
Achievement of revenue targets
·
Percentage system and device uptime.
Percentage system and device uptime.
·
Percentage reduction in device breakdowns
Percentage reduction in device breakdowns
Qualifications, Skills and
Experience:
Experience:
·
The ideal candidate should hold a Bachelor of
Business Administration or related field from a recognized University
The ideal candidate should hold a Bachelor of
Business Administration or related field from a recognized University
·
Working knowledge and skills in Strategic Planning
and Reporting
Working knowledge and skills in Strategic Planning
and Reporting
·
Stakeholder Management skills
Stakeholder Management skills
·
Project Management knowledge and skills
Project Management knowledge and skills
·
Working knowledge of Risk Awareness
Working knowledge of Risk Awareness
How to Apply:
All candidates
who wish to join the one of Africa’s biggest Banking Groups, Standard Bank in
the aforementioned capacity are encouraged to Apply Online by visiting Link
below.
who wish to join the one of Africa’s biggest Banking Groups, Standard Bank in
the aforementioned capacity are encouraged to Apply Online by visiting Link
below.
Deadline: 29th April, 2016
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