Vendor Liaison Officer

2 weeks ago

Sandton, South Africa Logic 360 Group Full time

The Vendor Liaison Officer (VLO) is responsible for the day-to-day management, monitoring, inspecting, and proposing measures to improve the ATM channel's performance, processes, and products to meet established standards.

**Key responsibilities**

Customer
- Creation of MIS on daily basis; ATM uptime, trouble shooting, remedial measures.
- Quality control; measuring customer satisfaction by analysing the complaints and taking remedial measures.
- Handle client escalations and work with internal and client teams and resolve within short time frames, preferable within sunset.
- Ensure the ATM Availability is achieved daily and come up with solutions to address repeat/chronic ATM failures.
- Have a documented month end plan to ensure service levels are high.
- Preparing and implementing quality assurance policies and procedures.
- Performing routine inspections and quality tests.
- Identifying and resolving workflow and production issues.
- Ensuring that standards and safety regulations are observed.
- Addressing and discussing issues and proposed solutions with superiors.
- Documenting quality assurance activities and creating audit reports.
- Making recommendations for improvement.
- Creating training materials and operating manuals.

Stake holder management.
- Effectively manage performance of all vendors.
- Encourage innovation, change agility and collaboration.
- Conducts regular daily, weekly, monthly reviews and performance discussions.
- Ensures that poor performance management are identified and escalated to the responsible manager.
- Documenting and reporting product or service quality levels
- Developing and implementing standards for inspection
- Developing a workflow for product inspection
- Developing plans to help a company manage waste.
- Communicating with vendors to solve problems.
- Following up with the appropriate channels when mistakes are found.
- Training other quality insurance members on all inspection processes
- Regular audit on CIT vendor in order to proactively prevent quality failures.
- Cash Top-Up Model Process flow, CIT vendor
- CIT Custodian Process, CIT vendor
- Cash centre surprise checks
- Regular audit on company assets. Identify quality problems and the sources of the issues.
- Visit and inspect Atm, ATMR devices and signage at merchant outlets.
- Canister maintenance process
- Canister serviceability
- Customer engagement
- Regular Visits and engagement with customer/merchant outlets
- Ascertain level of service and identify quality errors relating to this

Finance
- Accountable for vendor management and deliverables. This can include services, licensing, validating the invoices, and vendor management activities.
- Manage and track overtime, ensure vendor staff rosters are in place to reduce /eliminate overtime.

Projects & Production Fixes
- Manage the flow of work including projects & production fixes assigned to the ATM channel in accordance with established timelines, budget, quality standards, and/or contractual requirements.

Process, Risk, Regulatory & Compliance
- Where there is client impact on the ATM Channel you are responsible to monitors, track, and report to line management.
- Ensures that new methods/processes impacting the ATM Command Centre are explored and adopted in response to changing conditions.
- Monitors changes in legislation regulation initiatives and relevant industry practises
- Ensures compliance with governance in terms of legislative and audit requirements.
- Resolves escalated risk and compliance related matters.
- Drives satisfactory audits and ensures that there are no repeat unsatisfactory findings.
- Ensures all staff complete compliance related training.
- Ensures all business processes related to the ATM Command Centre are continuously checked, updated, and documented.

**Key performance measure**
- Quality assurance
- ATM Availability
- Device Maintenance
- Chronic ATMs
- Service Availability (ATM Partials)
- ATMs attended to within 3hrs of the fault being logged.
- Vendor Overtime
- Cost reduction

**Internal and external relationships**
- All relevant vendors
- Operational Finance
- ATM Installations
- Key Accounts Managers
- ATMs
- IT
- Product Owner - ATMs

**Qualifications and Experience**
- Matric (Grade 12)
- Degree in business management /commerce /finance advantageous
- Experience in resolving ATM escalations.
- 5 + years’ experience in Cash and ATMs
- Experience in ATM Monitoring & vendor liaison
- Clear criminal and credit record
- Contactable via own mobile phone
- Valid driver’s license
- Must have s Office Suite experience - Word, Excel, MS Project, PowerPoint

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