irshad.hp169

Managed ATM operations across two major territories: Hyderabad (1,200 ATMs) and Chennai (970 ATMs) - Planned, prioritized, and assigned service calls to Customer Engineers ensuring prompt resolution - Maintained contractual response times and TAT compliance - Escalated situations exceeding contractual terms to Territory Managers - Managed CE rosters, schedules, and availability tracking including leave and incident management - Served as primary point of contact for customer queries, complaints, and service requests - Provided timely and accurate information to customers ensuring high satisfaction levels

**SLA Management:** - Operated from Central Bank of India Head Office as key escalation point for ATM services - Coordinated with Regional Control Centers (RCCs), Zonal Control Centers (ZCCs), and AGMs - Organized and participated in weekly review meetings with banking customers - Monitored critical and high-dispensing VIP ATMs, tracked cash status and availability - Escalated pending issues with CMS vendors including Brinks and SIPL - Prepared and submitted quotations for non-SLA activities on chargeable basis - Conducted root cause analysis for escalated service requests to drive continuous improvement **Team Leadership:** - Created helpdesk team rosters ensuring optimal floor coverage - Monitored team performance and individual task mastery - Reported progress, challenges, and accomplishments to senior management

**Customer Relationship:** - Served as primary liaison between Hitachi Payment Services and SBI Payments corporate office - Managed EDC/POS terminal field services, payment reconciliation, and MIS reporting - Built and maintained strong relationships with SBI Payments stakeholders across hierarchies - Implemented continuous quality improvement initiatives based on client feedback **Operations:** - Coordinated installation, de-installation, terminal retrieval, and breakdown call resolutions - Managed escalations from SBI Payments team and internal management - Handled dispute transactions, chargebacks, and payment-related complaints - Generated comprehensive MIS reports on installation metrics, terminal status, and service performance - Ensured service delivery aligned with Service Level Agreements

**Logistics & Vendor Management:** - Managed end-to-end logistics for QR code kits, Sound Box devices, and EDC machines - Generated QR strings, coordinated printing orders, and tracked shipments from procurement to delivery - Evaluated and finalized vendors for printing services, SIM providers (IoT), and Asset Tracking Systems - Negotiated commercial terms ensuring optimal quality, cost efficiency, and TAT compliance **Team & Operations Management:** - Led a team of 40 members including 4 Assistant Managers and executives - Managed recruitment, training, coaching, and performance monitoring - Developed long-term strategic plans for product improvement and enhanced merchant experience - Conducted fortnightly review meetings with vendors and service providers - Resolved merchant escalations related to device delivery and functionality - Collaborated with internal teams to refine product development processes

- Oversee field services operations across the West Zone, managing end-to-end service delivery - Lead a team of 78 members including 4 State Heads, 2 Territory Managers, 8 Team Leaders, and 64 Field Executives - Manage installation, de-installation, and break-fix operations for payment devices - Conduct strategic meetings with banking partners and ensure timely resolution of issues - Monitor TAT (Turn Around Time) compliance and optimize team productivity - Handle internal and external escalations with focus on customer satisfaction