ATM Field Controller – Pretoria

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.

Minimum Requirements: Work Experience

• 5 years’ experience in an ATM environment of which:

o 2 years’ experience as an ATM custodian

Minimum Requirements: Education

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

Behavioural Competencies Required

• Problem Solving: Ability to accurately define a problem, identify the root cause of the problem, generate workable solutions for the problem, and select and successfully implement the most appropriate solution to solve the problem
• Logical Thinking and Judgment Ability: Use of discretion and logical reasoning in a clear and consistent manner whilst considering/evaluating of information/circumstantial evidence in order to draw sound conclusions, form an opinion and make a good decision Quick decisions possible. Low level decisions made in line with guidelines provided. Seek guidance if higher level of discretion is required.
• Persistence and Resilience: Ability to demonstrate the required energy to achieve success, to persist with the task at hand until it is accomplished, and to bounce back in the face of obstacles. Completion of technical task within timeframe given by supervisor whilst overcoming uncomplicated obstacles. Seek guidance and assistance from seniors when difficult obstacles are encountered and solutions need to be found for problems.
• Customer/ Service Orientation and Customer Intimacy: To demonstrate a concern for performing work of a high standard, to align service/ products with customer expectations, to develop solutions for customer concerns or problems, to value the customer’s inputs and maintain an open communication channel with customer, and to react appropriately to customer demands. Provide a service in accordance with agreed customer requirements. Serve customer in a proficient manner. Continuous follow-up to ensure customer satisfaction. Attend to Customer queries and problems of routine nature. Handling difficult customers.
• Verbal-, Non-verbal and Written Communication Skills: Ability to effectively interact with individual/group, using appropriate verbal-, non-verbal- or written communication on the required level, and sending out/ receiving a clear message in the intended way Basic communication skills required to convey or receive technical information on a one-on-one basis to/ from co-workers and customers. Gathers information required to perform work through interaction with fellow workers or customers. The effective sharing of information with a colleague, customer or manager in a clear and effective manner.
• Information Management: Ability to effectively use information for management purposes, to gather/ organise/ capture relevant information to support sound decision-making, to correctly extract data from an existing database/ MIS, extrapolate data to determine trends and do trends analysis, and to properly and appropriately compile a management report