Department Head

About You & the Role As the Department Head for Self-Service Channels Management , you will lead the strategy, administration, and performance management of the Bank’s self-service channel network, including ATMs, Cash Acceptance Machines (CAMs), and related channel systems. You will oversee channel availability, deployment, vendor and contract management, technical support, and continuous improvement initiatives to ensure a seamless customer experience and operational excellence. You are a results-driven leader with strong technical, operational, and people management capabilities, able to collaborate effectively with internal stakeholders, service providers, and business partners to achieve business objectives and drive innovation across self-service banking channels. What You Will Be Doing Lead the overall management, performance, and availability of the Bank’s self-service channels, including ATMs, CAMs, and related systems. Develop and implement strategies to improve channel uptime, operational efficiency, and customer satisfaction. Oversee channel monitoring activities and ensure timely resolution of operational and technical issues. Manage escalated customer concerns, service disruptions, and channel-related incidents through to closure. Lead ATM and CAM deployment initiatives, including site selection, evaluation, installation, mobilization, and lifecycle management. Oversee vendor relationships, outsourced service providers, lessors, and strategic partners to ensure service level commitments are achieved. Manage contract negotiations, renewals, billing reviews, and related documentation to optimize operational costs and profitability. Ensure accurate inventory management and insurance coverage of self-service channel assets and equipment. Direct testing, implementation, and rollout of channel enhancements, system upgrades, and new service offerings. Drive innovation by identifying opportunities to enhance customer convenience, channel capabilities, and digital banking adoption. What Success Looks Like Consistently high availability and reliability of self-service channels. Reduced channel downtime and faster resolution of incidents and customer concerns. Successful delivery of channel deployment, enhancement, and operational improvement initiatives. Strong vendor and partner performance aligned with agreed service levels. Accurate management of channel assets, contracts, and operational records. Achievement of channel performance, service quality, and profitability targets. Effective leadership, engagement, and development of team members. Strong compliance with regulatory, operational, and risk management requirements. Qualifications We Value Bachelor’s degree in Electronics and Communications Engineering, Computer Engineering, Information Technology, Computer Science, or a related field. At least 10 years of relevant experience in ATM operations, self-service channels management, banking operations, or electronic channel services. Proven leadership experience managing teams, projects, and cross-functional initiatives. Strong knowledge of ATM/CAM operations, service management, channel performance monitoring, and vendor management. Experience in contract management, deployment planning, and operational governance. Strong analytical, problem-solving, and decision-making skills. Excellent stakeholder management, negotiation, and communication abilities.