Job Description:
• The bank ATM Kiosk team is looking for a well-qualified Process Manager to join a cross functional team of operational specialists to deliver an aggressive multi-year ATM hardware deployment agenda.
• bank currently offers over 1900 ATMs within its national banking footprint with plans to expand.
• Over the next several years, bank will be transforming both its existing footprint as well as entering new markets throughout the country.
• An aggressive ATM deployment plan is at the forefront of the change agenda.
• We are seeking a dedicated, disciplined, process professional who excels in a team environment.
• This person will have excellent communication skills, attention to detail, the ability to adapt to change quickly, and improve business processes through the application of Lean principles.
• A key to success in the position is the ability influence partners and teammates.
• This individual needs to enjoy multi-tasking and problem solving within in a highly demanding, time sensitive environment.

Responsibilities:
• Manage a steady volume of phone calls with a high degree of professionalism
• Serve as a point of escalation for complex vendor problems or installation issues especially, when the problem relates to cross team concerns.
• Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
• Develop and execute implementation plans and test scripts for large software and hardware delivery projects.
• Interact effectively with a variety of contacts including construction, armored courier, data network, and OEMs.
• Provide guidance and expertise to less experienced staff.
• Answer questions from staff and provide guidance and feedback
• Track and resolve process breakdowns
• Follow communication "scripts" when handling different types of inbound calls
• Anticipate escalation and take over calls when needed
• Measure performance with key metrics such as call abandonment, calls waiting etc.
• Ensure adherence to established procedures.
• Keep management informed on issues and problems
• Attend educational seminars to improve knowledge and performance level
• Communicate the status of deployment activities via status reports.
• Work with other internal and external teams to ensure that a deployment is completed and validated on schedule
• Signal anomalies and trends to leadership

Requirements:
• Bachelor's degree, equivalent work experience or military experience
• At least 3 years of process management experience
• Proficient in Microsoft Office (Word, Excel, Powerpoint, Outlook)
• Proficient in English; Good knowledge of additional languages will be a definite plus
• They must have a practical mind to solve problems on the spot partnered with an ability to see the "big picture"
• Outstanding communication and negotiation abilities
• Tech savvy with knowledge of computers, networks.
• Excellent organizational and leadership skills
• Ability to work under pressure
• Ability to multi-task, set priorities and manage time effectively

Preferred Qualifications:
• Lean, Agile, Six Sigma, BPM or Project management certifications
• Knowledge of data networks or Windows Operating systems a plus
• Prior ATM experience
• Knowledge of Customer Back Relationship model
• Knowledge of Scaled Agile Framework