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The Vendor Liaison Officer (VLO) is responsible for the day-to-day management, monitoring, inspecting, and proposing measures to improve the ATM channel`s performance, processes, and products to meet established standards.

 Key responsibilities

Customer

  • Creation of MIS on daily basis; ATM uptime, trouble shooting, remedial measures.
  • Quality control; measuring customer satisfaction by analysing the complaints and taking remedial measures.
  • Handle client escalations and work with internal and client teams and resolve within short time frames, preferable within sunset.
  • Ensure the ATM Availability is achieved daily and come up with solutions to address repeat/chronic ATM failures.
  • Have a documented month end plan to ensure service levels are high.
  • Preparing and implementing quality assurance policies and procedures.
  • Performing routine inspections and quality tests.
  • Identifying and resolving workflow and production issues.
  • Ensuring that standards and safety regulations are observed.
  • Addressing and discussing issues and proposed solutions with superiors.
  • Documenting quality assurance activities and creating audit reports.
  • Making recommendations for improvement.
  • Creating training materials and operating manuals.

Stake holder management.

  • Effectively manage performance of all vendors.
  • Encourage innovation, change agility and collaboration.
  • Conducts regular daily, weekly, monthly reviews and performance discussions.
  • Ensures that poor performance management are identified and escalated to the responsible manager.
  • Documenting and reporting product or service quality levels
  • Developing and implementing standards for inspection
  • Developing a workflow for product inspection
  • Developing plans to help a company manage waste.
  • Communicating with vendors to solve problems.
  • Following up with the appropriate channels when mistakes are found.
  • Training other quality insurance members on all inspection processes
  • Regular audit on CIT vendor in order to proactively prevent quality failures.
    • Cash Top-Up Model Process flow, CIT vendor
    • CIT Custodian Process, CIT vendor
    • Cash centre surprise checks
  • Regular audit on company assets. Identify quality problems and the sources of the issues.
    • Visit and inspect Atm, ATMR devices and signage at merchant outlets.
    • Canister maintenance process
    • Canister serviceability
  • Customer engagement
    • Regular Visits and engagement with customer/merchant outlets
    • Ascertain level of service and identify quality errors relating to this

Finance

  • Accountable for vendor management and deliverables. This can include services, licensing, validating the invoices, and vendor management activities.
  • Manage and track overtime, ensure vendor staff rosters are in place to reduce /eliminate overtime.

Projects & Production Fixes

  • Manage the flow of work including projects & production fixes assigned to the ATM channel in accordance with established timelines, budget, quality standards, and/or contractual requirements.

Process, Risk, Regulatory & Compliance

  • Where there is client impact on the ATM Channel you are responsible to monitors, track, and report to line management.
  • Ensures that new methods/processes impacting the ATM Command Centre are explored and adopted in response to changing conditions.
  • Monitors changes in legislation regulation initiatives and relevant industry practises
  • Ensures compliance with governance in terms of legislative and audit requirements.
  • Resolves escalated risk and compliance related matters.
  • Drives satisfactory audits and ensures that there are no repeat unsatisfactory findings.
  • Ensures all staff complete compliance related training.
  • Ensures all business processes related to the ATM Command Centre are continuously checked, updated, and documented.

Key performance measure

  • Quality assurance
  • ATM Availability
  • Device Maintenance
  • Chronic ATMs
  • Service Availability (ATM Partials)
  • ATMs attended to within 3hrs of the fault being logged.
  • Vendor Overtime
  • Cost reduction

Internal and external relationships

  • All relevant vendors
  • Operational Finance
  • ATM Installations
  • Key Accounts Managers- ATMs
  • IT
  • Product Owner – ATMs

Qualifications and Experience

  • Matric (Grade 12)
  • Degree in business management /commerce /finance advantageous
  • Experience in resolving ATM escalations.
  • 5 + years’ experience in Cash and ATMs
  • Experience in ATM Monitoring & vendor liaison
  • Clear criminal and credit record
  • Contactable via own mobile phone
  • Valid driver’s license
  • Must have s Office Suite experience – Word, Excel, MS Project, PowerPoint


    • Job type: Permanent
    • Location: Sandton
    • Date posted:
    • Pay:£- £ per hour