Nedbank: Atm Custodian

Nedbank, a prominent financial institution in South Africa, is renowned for its commitment to excellence in banking services. As part of its continued effort to enhance its operations and customer satisfaction, Nedbank has announced a vacancy for the position of ATM Custodian. This role is pivotal in ensuring the seamless operation of Automated Teller Machines (ATMs) and involves a range of responsibilities that contribute to the efficiency and reliability of ATM services. This article will provide an in-depth overview of the ATM Custodian role, including its purpose, responsibilities, qualifications, and the competencies required to excel in this position.Position OverviewJob Title: ATM CustodianReference: 135589Location: East London, Eastern CapeClosing Date for Applications: 30 August 2024The ATM Custodian is crucial in ensuring that ATMs are fully functional and meet the specified Service Level Agreements (SLAs). This role is integral to both maintaining high standards of customer service and achieving operational efficiency. The custodian's responsibilities span from managing service delivery and maintaining customer satisfaction to handling technical issues and ensuring compliance with internal and external standards.Purpose of the RoleThe primary purpose of the ATM Custodian position is to manage the availability and functionality of ATMs to meet customer needs effectively. This includes monitoring the performance of ATMs, ensuring they are stocked with cash and stationery, and addressing any issues that arise to minimize downtime. The role also involves liaising with vendors and suppliers, balancing cash, and ensuring adherence to SLAs.Key ResponsibilitiesService Delivery ManagementThe ATM Custodian provides critical support by ensuring that ATMs are operational around the clock. This includes first-line support and after-hours standby services on a seven-day week basis. Adherence to SLAs is essential to meet both internal and external customer service objectives. The custodian must be prepared to respond promptly to any issues affecting ATM functionality.Customer Service ImprovementEnhancing customer satisfaction is a core aspect of the role. This involves providing timely feedback and follow-ups regarding ATM availability and performance. The custodian plays a key role in improving the customer experience by addressing any concerns or issues related to ATM operations.ATM MaintenanceRegular maintenance is crucial to ensure that ATMs remain functional. The ATM Custodian is responsible for replenishing cash and stationery, addressing device issues, and ensuring that all maintenance activities comply with SLAs. This proactive approach helps prevent downtime and ensures that ATMs are consistently available for customer use.Internal RelationshipsBuilding strong internal relationships is vital for the ATM Custodian. This involves sharing feedback, participating in knowledge-sharing sessions, and collaborating with stakeholders to address any issues or improvements related to ATM operations. Effective communication within the team helps in maintaining high operational standards.Vendor and Supplier RelationsMaintaining relationships with vendors and suppliers is a key responsibility. The custodian must adhere to SLAs and internal processes while managing these relationships. This ensures that any external support required for ATM maintenance is handled efficiently and in accordance with agreed standards.Daily Cash BalancingAccurate cash balancing is crucial for operational integrity. The ATM Custodian is responsible for balancing ATM cash on a daily basis to ensure that cash levels are correct and that any discrepancies are promptly addressed. This task helps in maintaining financial accuracy and preventing potential issues.Audit ComplianceCompliance with audit requirements is a critical part of the role. The custodian must ensure that monthly audits are completed in line with Nedbank's processes and compliance requirements. This involves preparing and reviewing necessary documentation and addressing any audit findings.ATM MonitoringRegular monitoring of ATM cash and stationery levels is essential for operational efficiency. The custodian must frequently check notifications and address any issues related to cash or stationery shortages. This proactive monitoring helps in preventing service interruptions and ensuring that ATMs remain functional.Uptime MeasurementMeasuring ATM uptime is an important responsibility. The custodian must generate reports and benchmark ATM availability, including downtime due to mechanical issues. This data helps in assessing the performance of ATMs and identifying areas for improvement.Technical Issue ResolutionResolving technical issues promptly is crucial for maintaining ATM functionality. The custodian must log maintenance calls with relevant vendors and ensure that technical problems are addressed in a timely manner. This includes coordinating with external service providers to resolve any issues affecting ATM operations.Response Time AdherenceAdhering to response times is vital for meeting SLAs. The ATM Custodian must respond to out-of-service ATMs within one hour to minimize downtime and ensure that ATMs are available for customer use as quickly as possible.Governance ComplianceCompliance with legislative and audit requirements is essential for maintaining operational standards. The custodian must ensure that ATM operations comply with internal policies, processes, and relevant legislation. This includes adhering to governance, risk, and control frameworks.Identifying and reporting deviations from standard operations is crucial for risk management. The ATM Custodian must report any anomalies or issues to management to mitigate potential risks and prevent operational disruptions.In cases of service failures, the custodian must escalate the issues to the line manager as necessary. This ensures that serious issues are addressed promptly and that appropriate actions are taken to resolve them.Industry AwarenessStaying informed about industry changes and legislative updates is important for maintaining up-to-date knowledge. The custodian should read relevant newsletters, visit industry websites, and attend sessions to stay current with developments in the banking and ATM sectors.Nedbank VisionUnderstanding and embodying the Nedbank vision is essential for the ATM Custodian. This involves demonstrating the company's values in interactions with team members and stakeholders, and contributing to the achievement of organizational goals.Personal DevelopmentContinuous personal development is encouraged. The custodian should seek opportunities for training and career progression, with input from managers. This commitment to personal growth helps in enhancing skills and staying updated in the field of expertise.Learning and GrowthEnsuring continuous learning and growth is crucial for effectiveness in the role. The custodian should engage in learning activities, practice acquired knowledge, and obtain or maintain certifications as required. This helps in improving job performance and career advancement.Knowledge SharingAccurate information sharing with the team is vital for effective operations. The custodian must ensure that stakeholders receive correct and timely information regarding ATM operations and issues.Transformation GoalsContributing to the achievement of transformation goals is an important aspect of the role. The custodian should participate in Nedbank's culture-building initiatives and support efforts to drive organizational change and development.Corporate Social ResponsibilitySupporting corporate social responsibility (CSR) initiatives aligns with Nedbank's key business strategies. The custodian should contribute to CSR activities and support the company's efforts to make a positive impact on society.Process ImprovementIdentifying and recommending enhancements to processes, systems, and policies is encouraged. The custodian should actively participate in process improvement initiatives and support the implementation of new processes that enhance operational efficiency.Essential Qualifications and ExperienceTo be considered for the ATM Custodian position, candidates must meet the following qualifications and experience requirements:Educational Qualification: Matric / Grade 12 / National Senior Certificate (NQF Level)Experience: A minimum of 1 year of experience in handling bulk cash within a retail or banking environment.Technical and Professional KnowledgeCandidates should possess knowledge and skills in the following areas:Administrative Procedures and Systems: Understanding of administrative procedures and systems relevant to ATM operations.Banking Knowledge and Procedures: Familiarity with banking operations and procedures, particularly those related to ATM functionality.Business Principles and Terminology: Knowledge of business principles, terminology, and practices applicable to the role.Business Writing: Proficiency in business writing for effective communication and documentation.Cluster-Specific Operations: Awareness of operations specific to the banking cluster and how they impact ATM services.Data Analysis: Ability to analyze data related to ATM performance and availability.Governance, Risk, and Controls: Understanding of governance, risk management, and control frameworks relevant to ATM operations.Successful candidates should demonstrate the following behavioral competencies:Communication: Strong communication skills for interacting with team members, stakeholders, and vendors.Customer Service Orientation: A commitment to enhancing customer satisfaction and addressing customer needs effectively.Problem-Solving: Ability to identify and resolve issues related to ATM operations and maintenance.Attention to Detail: A keen eye for detail to ensure accuracy in cash balancing, reporting, and compliance.Team Collaboration: Ability to work collaboratively with internal teams and external partners.ConclusionThe ATM Custodian role at Nedbank is a critical position that requires a blend of technical expertise, operational management, and customer service skills. The custodian's responsibilities span from ensuring ATM functionality and maintaining service levels to managing vendor relationships and ensuring compliance with internal and external standards. Candidates interested in this position should possess the necessary qualifications, experience, and competencies to excel in this role and contribute to Nedbank's continued success.Interested candidates should apply before the closing date of 30 August 2024. This role offers an opportunity to play a key part in maintaining the efficiency and reliability of Nedbank's ATM services, contributing to both customer satisfaction and the overall success of the organization. Your email address will not be published. Required fields are marked * Comment * Name * Email * Website
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