1.1    System Support 
•    Ensuring that we provide support to internal customers on various systems and applications. Password resets on Phoenix, Postilion and Windows etc.
•    Develop trends by monitoring and analyzing incoming calls, problems and support requests.
•    Ensuring that ATM’s are monitored as per SLA and that fault reporting etc. is done in time whether it is with internal custodians or our external Vendor. Downtime should be minimal.
•    Ensuring that the End of day processing is done without any errors and should any issue occur, making sure that it is escalated and sorted out immediately.
•    Managing manage Engine calls on ATM’s and ensuring that SLA is met when call is with Vendor.
•    Ensuring that Switchboard is in operating mode in order to give satisfactory service to our clients whether internal or external.
•    System monitoring – Making sure that all lines (Data, Powerlines, Networks, etc.,) are working and that business continuous without any interruptions. Should a problem occur, do the necessary reporting and follow ups in order for the branches to have minimum down time.
•    Ensuring that IXT files are processed daily.
•    Managing relationship with ATM solutions(mini ATM’s)

 

1.2    General administration
•    Ensure effective, accurate and prompt resolution of all client requests and complaints.
•    Prepare and control the monthly shift schedule
•    Check and control overtime and taxi expenses.
•    Maintain and provide monthly operational measurements that can be used to measure efficiency and actual delivery.
•    Develop, implement, maintain and record processes.
•    To ensure that staff files are kept up to date with all relevant documentation.
•    Supervision of Operators
•    Ensure that formal and on-the-job training is effectively planned and conducted so that sufficient expertise is available to deal with work.
•    Implement the performance management system review, monitor performance of staff in the department as per requirements of the performance system.

1.3 Customer Focus
•    Proactively manage customer issues and act as an escalation point.
•    Responsible for the management of client and internal client relationships by ensuring that clients and internal clients are handled in a professional manner.
•    Provide correct information to internal as well as our external clients at all times in order to assist with their specific needs.
•    Responsible for effective and efficient service administration.

1.4 General
•    Supervisor should be prepared/willing to do any other reasonable and lawful instructions/task and ensure that it is normally carried out on time and correct.

Core Competencies
•    Planning and organizing
•    Good communication skills (Written and Verbal)
•    Interpersonal skills
•    Problem solving and analytic
•    Delivering results and meeting Customer expectation
•    Detail conscious
•    Leading and Supervising
•    Stress Tolerance
•    Facilitating Change
•    Customer focus