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VP ATM Operations

3 months ago

Raleigh, North Carolina, United States The Ladders Full time
If you are motivated and believe in the credit union philosophy of "People Helping People," join our team

Purpose

As the VP of ATM and ITM Operations, you will be responsible for managing SECU's ATM platform, monitoring and dispute support, and hardware and software vendor relationships as it applies to operations. You will lead the managers and their teams in this area using critical thinking, effective decision making, and thoughtful communication to ensure they can provide impactful ATM platform related changes and operational support for the department, SECU business operations, employees, and members. You will work with ATM Strategy to help recognize trends, offer insights, embrace technology, and influence others to achieve SECU pillars and guiding principles, and our mission of "People Helping People". You will assist executive and senior leadership to quickly justify new value propositions, leverage new technologies, and vendor managed services relationships (where applicable) to create best in class experiences for members and employees.

Duties
  • Maximize performance synergies across department lines and delivery channels, particularly as this relates to ATM Operations and ATM Disputes.
  • Responsible for overseeing updates, upgrades, or replacements to SECU's ATM fleet to enhance member and employee experience while ensuring all compliance requirements are met.
  • Review and approve sign-off for changes/updates made to the ATM fleet.
  • Ensure ATM vendors meet agreed upon SLAs to include proper system administration, third-party host support, process enhancements, communication, and problem resolution.
  • Ensure all ATM hardware and software deployed is performing to or exceeding KPIs through daily review of reports and, and if not, remediates with all impacted teams supporting the ATM fleet.
  • Engages with internal and external teams to quickly resolve any ATM processing production incidents or complaints.
  • Ensures ATM incidents are documented, tracked, and driven to conclusion by appropriate team(s) and timely updates are provided to ATM senior management, and impacted partners.
  • Partners closely with the ATM Strategy team to stay abreast of industry trends and tools related to ATM software, hardware, and fleet management/operations. Identifies and recommends features, functions, and solutions benefiting the department, the membership, and the credit union.
  • Understands existing products, brands, and networks we leverage (Visa, Maestro, CashPoints, etc.) to conduct ATM transactions, and stays abreast of other networks, service innovations and capabilities we should consider.
  • Participates in contract negotiations for your assigned vendor relationships.
  • Provides key performance indices (KPIs) requested by senior and executive leadership with effective/clear reporting to show trends, threats, opportunities, risks, and strengths as related to card operations, so SECU can make timely and effective decisions.
  • Interacts with SECU's senior and executive management team, managers/department heads, peers, and frontline/support employees to ensure overall SECU objectives are achieved.
  • Partners closely with appropriate enterprise stakeholders including, but not limited to; Compliance, Training, Legal, Risk, IT ATM Transformation, Physical Security, Network Operations, Configuration/Endpoint Management, etc. to ensure alignment and support for departmental projects and change initiatives.
  • Assist in replacing current manual processes with internal automation or vendor solutions by identifying and measuring inefficiencies. Provide system and process replacement recommendations to executive and senior leadership.
  • Resolve escalated member complaints and address issues outside of staff's decision-making authority.
  • Support and implement organizational restructures and process changes to create greater efficiencies.
  • Protect SECU through good risk management practices; openly exchange ideas and opinions, elevating concerns.
  • Provide positive and motivational leadership, mentorship, and guidance to empower others to achieve senior and executive management's strategic, tactical, and interim goals for SECU and our members.
  • Empower staff to make decisions to meet the needs of our members with the most effective solution, while meeting all regulatory requirements. Encourage team members to identify areas where improvement is needed in our current processes or in our member service. Fosters an environment where teams feel safe in sharing ideas and expressing thoughts.
  • Participate in the planning and design of related system changes or installations, ensuring that tasks assigned to staff are performed efficiently, accurately, and on schedule.
  • Maintain and update various manuals, forms and brochures associated with your area of responsibility and all applicable systems. Prepares and distributes monthly reports as needed.
  • Develop and implement a staffing plan, including identifying staffing needs and routinely reviewing staff performance. Continuously reviews work loads and job functions to maximize efficiencies and to make recommendations for any needed staffing changes or operational changes.
  • Assess and offer education, certification, and training needs for employees to stay up to date with industry standards, tools, and improvements.
  • Seek opportunities to share knowledge and concepts with others whether it be verbally, in writing, or through presentation.
  • Responsible for interviewing and hiring employees, and addressing personnel matters as needed.
  • Ensure SECU's security/privacy policies and procedures are met with zero tolerance for any violations.
  • Participate in industry conferences and peer groups whose focus is on ATM products, experiences, and services.
  • Perform other duties and projects as assigned.
Requirements
  • Desired Education: Four-year degree preferred with 8 years minimum experience working in the ATM financial industry, and 4 years management experience. Prefer six years' experience leading ATM software/hardware implementations and managing a financial institution's ATM fleet.
  • Required Education: Two-year degree with 10 years minimum experience working in the ATM financial industry, and 4 years management experience. Prefer six years' experience leading ATM software/hardware implementations and managing a financial institution's ATM fleet.
  • Working knowledge of the fundamentals of the modern financial industry is required. Experience should include management roles for medium to large financial institution(s).
  • Must have the ability to build and maintain cross-functional and highly effective teams.
  • Must possess strong interpersonal, analytical, and problem-solving abilities.
  • Commitment to a deeper member and employee experience understanding by valuing quantitative and qualitative analytics and the insights they will provide.
  • Must be able to objectively look at the department to provide recommendations as needed for the department structure to meet SECU's current and future vision.
  • Must have a high degree of written and verbal communication skills, professionalism, and good organizational skills.
  • Must understand and be dedicated to the Credit Union philosophy and work ethic.
  • Must be able to cooperate and collaborate with co-workers and others.
  • Must adhere to the work schedule and attendance policies established by the Credit Union.
Job Environment
  • Office setting with physical proximity to other employees. Some background noise from other employees, copy machine, and telephone.
SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.

Disclaimer

State Employees' Credit Union reserves the right to fill this role at a higher/lower level based on business need.