About the Role
We are currently recruiting for an Assistant Operations Manager - Command Center to join our Cash Services Team in Dubai. The Assistant Operations Manager - Command Center - Cash Services is responsible for supervising the daily operations, administration, and team within Managed Services. This includes ensuring adherence to the organization's regulations and policies, motivating team members by assessing their performance, providing feedback, and maintaining open communication.
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Responsibilities
Financial:
- Maintain daily billing activities to ensure accuracy and compliance.
- Direct daily activities to ensure alignment with organizational financial policies and goals.
Customer:
- Handle complex and specialized customer relation issues involving upset and dissatisfied customers, using sensitivity and sound judgment to resolve complaints.
- Take appropriate action to resolve complaints, including waiving extra callouts, managing billing CDM clearances, and overseeing machine inventory.
- Respond to customer correspondence and telephone calls, providing necessary information and handling requests and complaints diligently.
Process:
- Ensure Managed Services staff adhere to agreed standards, SOPs, and policies by conducting daily briefings.
- Conduct Toolbox Talks (TBTs) to enforce compliance and address any process-related issues.
Innovation:
- Design and develop a customized reporting platform to generate critical reports such as ATM availability, callouts, and service review presentations.
Selection Criteria
- Science graduate (Computer Science preferred).
- Excellent knowledge of MS Office.
- Strong communication skills.
- Knowledge of ATM machines and SCDM machines network.
- Proficient in incident management and data analysis.
- Experienced in first- and second-line maintenance.
- Competent in service level agreement management and analysis.
