Manager, ATM-Vcom Operations and Customer Support

POSITION PURPOSE: The Manager of ATM Operations is responsible for the monitoring and management of all ATM processing,, transaction routing, reporting, invoicing, and Service Level Agreements. Manage the ATM processing and terminal driving vendor Fiserv. Manage all third party relationships pertaining to call center/customer service activities on the Vcom kiosk. Measures and monitors compliance with SLA's and performance penalties, reviews invoices to ensure correct billing. Evaluate service pricing and negotiates alternatives for reduced expenses. Evaluates and manages routing priorities to maximize interchange income. Negotiate with networks to gain increased interchange revenue. Manage Fiserv activities with internal 7-Eleven Treasury and Accounting departmental needs. Direct reports are Vcom Customer Support Manager and Program Manager for ATM Field Operations.


DUTIES AND RESPONSIBILITIES:
- .Manage daily operations of the ATM network and develop resolution procedures to ensure uptime and continuous ATM operations.


- .Develop a plan in conjunction with the ATM Category Manager for replacing the existing state required sponsorships with revenue enhancing alternatives.
- .Develop, negotiate and execute transaction incentive plans with the National and Regional Card Associations for increased revenue.


- .Develop a database of the various routing options by National and Regional Card Associations to establish alternative transaction routing. Implement routing scenarios to maximize revenue and develop procedures to maintain the database.


- .Identify, negotiate and secure Financial Institution sponsorships for National and Regional Card Associations.
- .Manage compliance with all National and Regional Card Association Operating Rules including compliance with PIN and Key Management standards.
- Responsible for third-party and vendor contract review, negotiation and execution.
- Monitors industry trends and proactively identifies challenges for ATM growth and expansion. Creates results-oriented business initiatives for ATM and end-user needs. Monitors progress and ensures results are achieved.
- Consults with management and team members on key operational issues.
- Monitor daily event logs and monthly uptime reports and develop proactive procedures to reduce outages at both the host and store level.
- Coordinate development of new ATM screen loads for ADA, branding and other initiatives.


- Coordinate with the Manager of ATM Vendor and Field Services to rollout software upgrades for ATM machines where remote load is not feasible.


- Evaluate and recommend remote load tools to allow for regular updates of graphical screen contents without the expense of site visits.


- Audit the Disaster Recovery plans for the various components of the ATM network to ensure business continuity.


- Reviews invoices for accuracy and approves for payment.


- Manage capital and expense budgets by project for accuracy and accountability. Notify the proper management of any potential overruns and the reasons for it.


- Perform other duties as requested by management.


EDUCATION AND EXPERIENCE
The position requires a Bachelor's degree in Business Management or related and 5 to 7 years related ATM operations/management experience or a combination of equivalent education and experience.
Proficiency in word processing and Excel software is required for preparation of communication documents and analytical spreadsheets.
Good oral and written communications skills are also required.


Job Requirements

Please see Job Description