Senior Officer-Cash Operations Al Ain

Role Overview

Senior Officer – Cash Operations, Transguard Group, Al Ain.

Role Purpose

Coordinate and oversee all Cash Operations activities in Al Ain, including ATM First Line Maintenance Operations, cash movement between Abu Dhabi and Al Ain, and service delivery. Ensure compliance with regulatory authorities' instructions and company Standard Operating Procedures, and maintain agreed service levels.

Key Responsibilities

Financial Performance

• Monitor and ensure agreed SLA attainment for all planned and emergency services performed daily.
• Continuously monitor the performance of routes and initiate actions to maintain route efficiency.
• Monitor and ensure routes' arrival within Regulatory (ASSD) cut-off time to maintain regulatory compliance and avoid any financial impact.

Customer Service

• Coordinate timely and reliable CIT/ATM/CDM/SDCM/ITC/Kiosks service provision to meet customer expectations.
• Address any service-related customer enquiries or complaints promptly and professionally.
• Provide accurate information to customers and resolve any issues effectively.
• Closely monitor daily services ensuring their completion within SLA and maintain updated customer inventory.
• Perform customer briefing and demonstration for new business and arrange new business takeover as per set target.
• Coordinate passes arrangement for Al Ain region sites requiring access passes.
• Attend customer and client meetings during the absence of Assistant Manager Al Ain.

Operations & Process Management

• Report to Assistant Manager – Cash Operations on the smooth conduct of cash and FLM operations, updating with regular progress reports.
• Perform overall coordination and oversight of cash and FLM operations including route and service planning, monitoring, task delegation to Ops supervisors, and annual leave planning.
• Effectively coordinate teams dispatch and arrival and collate justification for delays, with special focus on urgent, emergency, and prerequisite services requested by customers.
• Ensure compliance in accordance with SOP, safety and regulatory instructions including proper usage of PPE and Cash Boxes.
• Quickly identify solutions to any issues arising in route, such as traffic congestion, accidents, or mechanical failures, to minimize disruptions and keep operations running smoothly.
• Maintain daily services record, staff Nominal roll and regulatory training.
• Monitor cash movement between Abu Dhabi and Al Ain, timely dispatch and arrival, and monitor all activities to ensure compliance with regulatory authorities' instructions and company Standard Operating Procedures.

Innovation & Improvement

• Identify areas for process improvement and route plan optimization and implement changes to enhance route efficiency and productivity.
• Implement innovation processes approved by Operations Manager and suggest improvements.

Qualifications & Experience

• Five years' experience in Security industry Cash services, including three years' experience in UAE.
• High School Diploma or equivalent.
• Excellent knowledge of ATM, CDM and CIT operations.
• Strong knowledge of regulatory law for Cash Operations.

Skills & Competencies

• Excellent communication and staff handling abilities.
• Excellent time management.
• Excellent reporting, customer query handling and performance management skills.
• Strong literacy skills in MS Office including Email, PowerPoint, Word and Excel.