AVP & Manager- ATM

Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting & dynamic industry.

JOB PURPOSE:

Responsible for FAB ATM & CDM Network reconciliation BAU and project activities, outlining as below

• Handling ATM/CDM reconciliation settlement cases raised from the team, by having a systematic and accurate approach for recognizing disputes related to reconciliation of ATM accounts, balancing the GL accounts, promptly and investigate discrepancies of ATM & CDM Shortage/Overage transactions as per the Reconciliation and Exception Management, Processes and Procedures.
• Responsible for review of the General Ledger accounts for prompt identification of funds being exposed to any risk and amounts related to the settlement of the cases
• Handle project related activities pertaining to Reconciliation system and related process.
• To respond/resolve the ATM /CDM channel complaints with the allocated TAT.
• Apply factual and judgmental skills in the decision making process to settle/escalate issues.
• Adhere to service levels agreed and the escalation matrices defined by each department in order to effectively meet their BAU requirements of the CRM Central Bank and Chargeback cases.

Job Context

Service

• Ensure all scheduled reports are available for all FAB ATMs & CDMs required reconciliation activity.
• Responsible for review of ATM & CDM, Kiosk related general Ledger accounts for prompt identification of funds being exposed to any risk and amounts related to the settlement of the cases.
• Responsible for reconciliation of ATM & CDM related general Ledger accounts for prompt identification of funds being exposed to any risk and amounts related to the settlement of the cases.
• Liaising with ITD team for EJ’s which are not generated on the Reconciliation system
• Report and resolve in case of discrepancy post Reconciliation system execution.
• Advice Core Processing on passing the transactions related to ATMs/CDMs GLs or settlement transactions on passing the transactions to respective accounts of customers/Settlement Transit Account & handling customer disputes transactions.
• Review and verify all customer complaints in CRM & CB, chargeback, Dubai first cases (via e-mail) pertaining to ATM/CDM team.
• Advise Core Processing team for follow up with CIT to release cash to ATM (replenishment) and settlement of outstanding issues related to customer disputes received.
• Escalate exceptions based on the SOP by initializing / escalation of correspondence to the concerned business units (sections/departments/branches) within FAB for all discrepancies using judgmental and specialized knowledge in exception management handling until the exception items are satisfactorily resolved.
• Prepare RAG file for ATM & CDM that is executed and reconciled by the team for records and control purposes.
• Provide required transaction details related to UAE Central Switch for settlement with Central Bank enquiries with Reconciliation & Control Department & Card Centre Reconciliations.
• Liaising with Records management team for delivery of respective ATMs CDMs physical roll, in the absence of EJ record (soft copy) for recon purposes.
• Advise the line manager of pending customer cases by end of day along with justification.
• Responsible for AOV review and submission for the all ATM & CDM related accounts via PVR system.
• Prepare ADHOC reports to cater management and team from the Intellimatch system.
• Support project activities pertaining to ATM & CDM reconciliation and IM system related enhancements
• Cover additional responsibility during staff leave / absence.
• Allotted tasks must be completed on time since they are time critical with variable volume.

Risk

• Execute the work flow by taking into consideration all kinds of risks and frauds in our day-to-day activities and adhere to control procedures.
• Ensure exceptions are escalated as per agreed BAU and escalation matrices in order to escalate items as per Value at Risk.
• Ensure items outstanding reflect correctly as per its status on the Reconciliation system.

Efficiency

• Ensure To execute the work efficiently without compromising on the risk and services agreed in underlying SLA’s and escalation matrices.
• Provide improvement suggestions to increase the quality and efficiency in our work resulting in best practices.
• By focusing on role and providing quality and error-free services to clients.
• Provide feedback on outstanding issues to management.

QUALIFICATIONS & EXPERIENCE:

Minimum Qualification

• Bachelor’s degree in Business Economics, Commerce and Finance or related discipline.

Minimum Experience

• 5-8 years’ relevant experience in the banking sector with at least 3-5 years in similar positions of progressively increasing managerial responsibilities in the Core Processing function.