KEY PERFORMANCE AREAS (KPS’s)

 1. ATM Administration

 1.1 Preparation of cash replenishment requisitions

• Ensure accuracy when determining ATM terminal cash replenishment requirements and/or including all terminals and/or the correct preparation of the cash replenishment requisitions. 

1.2 ATM Cash balancing

• Responsible for balancing the cash in various ATM’s every two weeks and when deemed necessary and provide balancing documents to the ATM department for reconciliation purpose. 

2. ATM Service

 2.1 Servicing ATM’s

Ensure that prescriptions and procedural requirements are followed when servicing ATMs (two persons present), as follows:

• Correct cash balancing at ATMs
• Correct cash management
• Correct loading of note denominations per terminal
• Ensure that ATM receipt rolls are sufficient
• Collect retained cards on a daily basis when visiting the ATMs
•  Discretionary decisions regarding cash replenishment and ATM servicing resulted in on average less than optimum terminal availability and client service, compared to bank norms. 

 2.2 ATM Availability

• Ensure that the ATMs are available most of the time 

2.3 Standby service

• Ensure reaction time to arrive at inactive ATMs, after being instructed by the Help Desk, is on average between 25 and 30 minutes. ATM Custodians should be most of the time immediately available when on standby for call-outs.

3. Customer Focus

• 3.1 Customer service
• Ensure that corporate clients and retail banking are handled in a professional manner and provided with accurate information according to requirements. 

4. General

• Must be prepared/willing to do any other reasonable and lawful instruction/task and ensure that it is carried out on time and correct.