Purpose of the role: To assist the Operations on mishandling issues raised by the self-service terminals vendors, Cash360 technical operations or Banks.
Key accountabilities: Mishandling Equipment Management: SST Provide technical advice and guidance to the Operations Teams in Nationwide branches on every quotation received for mishandled SST machines issued by the Banks.Attend mishandled quotations, dispute meetings with Bankers and Vendors. Provide mishandling statistics, number of cases and amount involved to all branches on a monthly basis.Audit all mishandled machinery parts which have been agreed to pay before disposal.Propose mishandled reduction plan with practical solutions. Attend dispute meetings with Bankers and Vendors as and when required. Cash360 Send escalation to Branch Managers on ATM tech mishandling of Cash360 devices, demand for actions or salary deduction until response is receivedSend quotation with report of mishandling to Cash360 Account Managers for them to follow with customers on payments, provide necessary supplementary information if required.Advise C360 technical team for repair upon sighting of signed quotation from customer. Keep track of Cash360 mishandling incidents, reports and charges for annual reporting.Feedback poor hardware quality or design to the C360 technical team for escalation to the manufacturers. Technical Compliance Provide Technical bulletin updates on monthly basis or for any new updates. Create Mishandling modules awareness with assessment and update accordingly.Provide technical and mishandling practical training sessions as and when required.Identified root causes and improper handling by AT on SST machine handling. Service & Quality Improvement Liaise with Banks & Vendors on service quality improvement when necessary.Educate branches and ATM technicians on technical handling to reduce improper handling.Ensure SOP guidance adhere by Technicians with continuous training. Provide specific cost savings strategies to the Branch Operations Teams to undertake. Others:Support assigned projects on as and when basis.