Manager (State) - Hitachi Payment Services Pvt. Ltd.
(2025-01 - 2025-05)
Channel Manager for more than 1200 ATM/CRM Sites across IndusInd Bank, BOI, Yes Bank, Axis Bank, State Bank of India, Kotak Mahindra Bank, Bank of Baroda, ICICI Bank, WLA etc.
- Working on maintaining ATMs/CRMs uptime & transactions as agreed with Customers with the help of OPS 360 app, nSampatti app, Synergy portal, ESQ portal etc.
- Co-ordinating with vendors and getting services taken over at new sites. Co-ordinating with CEs for services taken over and getting RnM work done at sites.
- Co-ordinating with vendors for closure of Bank raised issues. Sending Issue tracker to Bank.
- Working on completion of activities assigned by bank, i.e Repair & Maintenance of Sites, Resolving issues raised by Axis Bank in ESQ, Site Branding change activities, Remote Monitoring System installation/removal activity, Caretaker deployment/removal activity etc.
- Co-ordinating with vendors for closure of bank escalated issues.
- Attending customer review meetings for maintaining customer service and implementing client requirements.
- Assigning daily/weekly/monthly tasks to Channel Executives and getting them completed within assigned timeline.
- Getting monthly/Fortnightly sites visits completed from Channel Executives.
- Getting high-quality service achieving as per SLAs through Channel Exec.
- Monitoring and measuring Channel Executive performance against KPI's.
- Maintaining Team's roster.
- Assisting Manager/Seniors in achieving targets within agreed timeframes by actively developing key relationships with other business units & vendors.
- Negotiations of vendor quotes as well as billing.
- Getting monthly review meeting done with vendors for maintaining vendor's performance.
Senior Manager (Banking Operation) - SecureValue India Ltd.
(2014-05 - 2023-05)
Managing & Visiting Branches for incident management & Chronic cases and also Vendor management site related Maintenance along with Branches security Audit/ATM Audit/Vehicle tracking/VCB record with reconciliation recovery record from States/Branches with process and procedure implementation.
- Managing & Visiting Branches for surprise vault audit and also follow up with Branches Security Audit/ATM Audit/Vehicle tracking/VCB record along with keeping record of reconciliation recovery from States/Branches with process & procedure implementation as and when required also to ensure closure of additional task given on priority.
- Analyze Branches Cash, Flm, Slm & ATM Audit are conducted by Branches with my team member's to avoid escalation, penalty, dispute and have better performance to achieve Organization goals.
- Training the subordinates as and when required with streamline process for organizational growth.
- By follow up performance review and Conducting operational 100% Compliance in all Branches.
- Handling escalation's and Monitoring of NON-AGS Msp's i.e BTI, NCR, DIEBOLD, HITACHI, FIS, FSS, TATA, CMS, EURONET on real time basis for closure within TAT to avoid escalation of delay in call closures and avoid penalties from MSP's for better performance & Follow-up with team for Audit/Van Stalling/Geofencing/security audit compliance.
- Branch loading & Eod process is followed by custodians conduct 100% Compliance with all Branches for smooth operational growth.
- Ensure that Branches/subordinates follow the process & procedure of FLM & SLM Calls closure within Tat also audit on routes as per the guidelines and track/find out if there is and deviation & keep track on Flm performance and records of the MIS as and when audit is conducted and follow up the same for smooth operation process.
- Handling escalation's, Feasibility, Migration, Takeover and Monitoring the Flm calls of NON-AGS Msp's.
- Keeping track of withdrawal delay data Compilation and follow-up with MSP.
- Also AGS soiled notes closure follow-up and Non-Ags Soiled notes exchanges follow-up with Msp's & Maintained recovery deposit collection's records & also Coordination with OTC team for providing combination password to Atmo's from otc team.
- Compiling the data as and when required for smooth process & performance.
- In addition consolidating data of operational challenges monthly for proper resolution.
- Ensure that the state performance is up to the mark as well as Branch operations activities & audit is performed on monthly basis and keep a proper record/track to avoid unnecessary escalation/delay and disputes and penalty.
- Also highlight the same disputes/delay/escalation/query for better performance with State heads and resolve the issue on timely basis.
- Attending MSP's monthly meeting's for performance review and operational review. To meet the requirement of the Msp's by better performance in Cash & FLM, SLM and operational activities for more business growth.
- Ensuring the Cassette Swap process and procedure are followed properly in all Branches as per assigned project given by all Msp's for smooth operational requirement with follow-up from regional team on daily basis to complete the given project.
Senior Manager - Checkmate Services Pvt Ltd
(2013-06 - 2014-05)
- Handling Billing preparation & Reconciliation Process for PAN India of Checkmate Services (P) Ltd resolving the recon cases of each MSP's.
- Effective tracking of MSP's queries and co-ordinating with all branches for updates on daily basis.
- Sending Daily Reports to MSP's for recon case closure.
- Reverting the mails to MSP's on timely basis with prior escalations.
- Timely Escalation to the appropriate Levels as and when required.
- To find the loop holes of the cases and resolve the cases with resolutions.
- Meeting the MSP's for contesting the cases as and when required to have a better co-ordination with the MSP's & for case closure.
- Timely escalation with branches for justification/clarification of recon cases.
- Escalating the MSP's for justification if we are not in any fault with proper follow-up.
- Collating & sending the data of recon issue once closed to concerned Managers & responsible Branches.
- Taking care of Billing for PAN India on timely basis.
- Also Preparing Monthly Bills for all MSPs after collecting/verifying the data from all branches.
- Follow up with branches for billing related issue.
- Submitting the Bills as per the given time frame.
- Timely follow up for Approvals from all MSP's from the date of submission.
- Timely follow up of Outstanding payments and recovery from all MSP's.
- Personally visiting the MSP's if any billing/reconciliation related issue.
- Preparing Monthly Sale Budget of all MSP's and sending it to higher level Managers.
- Informing/escalating the Manager's if no revert from MSP's or Branches for updates.
- Dispatching the Bills acknowledge by MSP's to billing department.
- Last but not least maintaining the proper records of billing/Recon data.
- Handling Territories in West Region Maharashtra & Rajasthan also Gujarat & M.P also East Region with the Team of 32 Technicians based in each Region.
- Effective tracking of customers queries from time of Entry till time of Completion.
- Sending Daily Reports to Top Management describing ATMs which have gone down for a long time as per SLA (Service Level agreement) agreed to the Bank.
Service Co-ordinator (II) (India Operations) - NCR Corporation India Pvt Ltd
(2007-04 - 2013-05)
- Handling Territories in West Region Maharashtra & Rajasthan also Gujarat & M.P also East Region with the Team of 32 Technicians based in each Region.
- Effective tracking of customers queries from time of Entry till time of Completion.
- Sending Daily Reports to Top Management describing ATMs which have gone down for a long time as per the SLA (Service Level agreement) agreed to the Bank.
- Timely Escalation to the appropriate Levels when required.
- To give process training which is easy for the New Agents who join in our team.
- To find the loop holes of the calls which are giving problem and to bring into notice of the immediate superiors.
- Coordinating with the field technicians and logistics services to ensure the closure of the incidents within the service level agreement and providing timely update to the customers and management.
- To update our customers i.e. (bank authorities) with reference to ATM related Problems, solving customer queries and satisfying their needs upto the extent possible within NCR limits.
- Preparations of monthly reports by analyzing the issues.
- Last but not least Ensuring timely Completion of Scheduled Activities.
Senior Executive (Banking Division) - Brinks Arya India Pvt Ltd (MNC)
(2000-05 - 2007-04)
- Providing services to reputed Banks & ATM Departments.
- Looking after Cash flow Inwards & Outwards as well as, Handling Cash transactions of Customer with any Queries.
- Providing training to the Sub-Ordinates.
- Customer Relation & also Handling Administrative Responsibilities.
- Visiting Region for Opening New Vaults and starting their operational activities.
