Assistant ATM/Card Services Technology Manager

Under the direction of the ATM/Card Services Manager, the Assistant ATM/Card Services Technical Manager directs the daily operations of the ATM Operations and ATM Technology units.  Core responsibilities include strategic planning, project oversight, system maintenance/business continuity, vendor management, operations management, and staff supervision.

The Assistant ATM/Card Services Technical Manager follows industry trends and developments and directs the ATM Project Specialists in researching and evaluating technologies that enhance and support Credit Union strategic initiatives for ATM/Card Services; Assists the ATM/Card Services Manager in developing strategic plans and budgetary projections, and other planning and project activities relating to the department.

Responsibilities of the position include:

Strategic Planning

• Analyze, plan and assist in implementing technical department workflows and employee job duties – recommend restructure and realignment as needed to support the Credit Union growth.
• Assist in defining and managing assigned delivery system budgets, area goals, objectives, policy, priorities and staffing support.
• Monitors industry trends and recommends new products and services to benefit the membership.
• Assist in negotiating and reviewing contracts for vendor products and services as directed by the SVP of Operations Support.  This includes reviewing SSAE18 and SOC2 audits.  Summarizes information and submits to SVP of Operations Support for approval.
• Review production costs and product quality, and modifies production and service delivery methods to maintain and enhance profitable operation of ATM/Card Services.
• Direct the preparation of ATM/Network/Deposit/Remote Deposit program reports and schedules required by the SVP of Operations Support or ATM/Card Services Manager.
• Work directly with members, external persons and representatives of associated industries to evaluate and promote improved and expanded services in area.

Project Oversight

• Coordinate with Information Services for installation, removal, and changes in telecommunications for ATMs and Check 21 support.
• Coordinate with Project Management department for organizational projects.
• Identify and ensure adequate and appropriate resources are assigned to projects to ensure successful completion is achieved.
• Supervise the coordination of new/redeployed ATM installations and security controls.
• Responsible for new systems, software, etc. of assigned delivery systems.

System Maintenance

• Will be on-call as scheduled to ensure assigned delivery systems are available 24 hours a day, 7 days a week, with minimal down time as it pertains to ATM Services and deposit processing.
• Maintain solid understanding and working knowledge of security mechanisms, industry usage of PIN and card tracks, encryption, EMV, PCI, ADA requirements, and other industry related mandates or best practices.  Also readily share with leadership team and assigned staff.
• Assist in managing the maintenance and housekeeping of ATM facilities and equipment.
• Manage and ensure business continuity/disaster recovery plans are maintained and tested for assigned delivery systems.

Vendor Management

• Manage multiple processors/vendor relationships to maintain assigned delivery systems and services (e.g., Velera, Fiserv Optis, Entrust, Diebold, Alogent, CSG, Sectran, etc.).

• Assist in vendor relationships including ATM balancing service, hardware servicing, software servicing, and third-party vendors and networks to support the credit union’s ATM and card programs and provide secure 24/7 service levels to include backup systems for business continuity and it pertains to ATM Services and Deposit/Remote Deposit services.
• Coordinate with Risk Management to perform periodic vendor risk assessments.
• Manage servicing and maintenance of assigned delivery systems with first- and second-line vendors.

Operations Management

Ensures all daily tasks within the assigned unit are completed within the accepted time frames.  Each task has a level of risk and importance attached to it.  Responsible to have a thorough understanding of the high-risk functions within the assigned unit. 

Unit functions include:

• Processing of deposits, item prep for imaging, check negotiation, fraud detection, and cash handling, as well as Remote Deposit acceptance and clearing.
• Balancing of all ATM, credit, and debit network transactions including deposits, withdrawals, foreign member transactions, issuer ATM transactions, and point of sale transactions.
• Management of deposit image files for settlement and archiving.
• Management of ATM cash to ensure adequate but not excessive cash levels at each machine.
• Ensure timely processing of ATM disputes.
• Managing document retention and destruction according to policy.
• Completes file maintenance on member accounts in a timely manner.
• Monitors workflow and makes recommendations to change work processes to enhance or streamline the outcome.
• Periodically reviews written procedures for accuracy and provides updates as needed; develops procedures for new functions within the department.
• Ensure checks received through ATMs and mobile deposits are processed timely, balancing liquidity demands with processes that minimize risk effectively as it pertains to ATM Services.
• Ensure proper processing of transactions within all applicable regulatory requirements.
• Directs and coordinates reconcilement of general ledger accounts for products and assigned functions.  Ensures entries and cleared or recommended for charge-off within 90 days.

Requirements of the position include:

• Understanding of ATM hardware and software systems, as well as network operations and troubleshooting.
• Ability to monitor ATM performance metrics, identify issues and implement efficiencies and resolutions of challenges.
• Strong supervisory skills with demonstrated ability to assist in the management of a large group of employees.

• Excellent time management to ensure all functions of the job are prioritized and completed timely

• Demonstrates a high standard of professionalism with members, management, vendors, and employees, and ensure that employees exemplify these high standards in their interaction with others

• Knowledge of financial services industry with an understanding of how credit/debit/ATM card products work and the legislative environment surrounding the card industry, a strong understanding of REG E and REG Z as it applies to Debit and Credit Cards

• Thorough knowledge of operations, compliance, policies, products, services, and procedures related to the Credit Union
• Ability to effectively analyze situations, make sound decisions, and recommend and execute solutions
• Understanding of risk management principles and how they apply to product and delivery systems
• Ability to communicate effectively with groups or individual members and employees

The ideal candidate must currently hold, or qualify to hold, a position of Branch or Back Office Manager or Assistant Manager. Five years related supervisory experience is required as is a Certification of a Leadership course, or equivalent.