Manager Cash Operations

Overview

Scope: The Manager-Cash Operations is responsible for the overall management, smooth running, and control of cash operations in Dubai and Northern Emirates. This role includes the management, planning, and organization of all operational activities, including staff management, regulatory compliance, and administrative functions of cash operations, ensuring timely, safe, and quality service delivery.

Financial

• Optimize resource management within budgeted/forecast parameters to ensure efficient resource utilization
• Implement operational plans to enhance efficiency and cost-effectiveness, ensuring financial savings without compromising service quality
• Oversee operational activities and ensure alignment with financial objectives
• Lead quality assurance programs, including audits, to maintain financial integrity and operational efficiency
• Manage staff leave planning, training, and attendance with a focus on minimizing financial impacts

Customer

• Liaise with existing clients to address and resolve any operational hindrances or issues
• Establish and maintain positive working relationships with clients, attending regular stakeholder and client meetings
• Plan, oversee, and implement new contracts and client onboarding to meet growth targets and agreement terms
• Perform regular KPI reviews to ensure quality service delivery
• Manage customer retention and SLAs through proactive query resolution and provision of top-tier services

Process

• Plan, coordinate, and manage daily cash operations in adherence to security and safety procedures
• Monitor and enforce staff discipline, SOPs, and regulatory compliance, including SIRA and PSFRD requirements
• Supervise personnel, including work allocation and training, to ensure efficient operations
• Communicate and implement instructions from Head-Cash Operations, address staff grievances, and evaluate performance to boost productivity
• Identify and mitigate risks associated with cash operations, such as fraud, theft, and operational errors
• Plan and optimize geographic routes, ensuring maximum service efficiency per route
• Conduct regular briefings and training to reduce accident frequency and ensure proper handling of heavy equipment
• Manage daily operations for 200+ armored van routes and 6300+ services
• Oversee service delivery for 711 direct customers, including banks and exchanges, and manage 5400 indirect customers and 15,000 machines

Innovation

• Develop and implement programs and procedures for efficient and safe operations, regularly reviewing and updating them as needed
• Propose and share innovative solutions to enhance operational efficiency and performance, actively seeking opportunities for process optimization
• Foster an environment of open communication where staff can share ideas, provide feedback, and collaborate on innovation projects
• Encourage and support staff in identifying inefficiencies and developing solutions for process improvements

Selection Criteria

• 10 to 12 years of experience in the security industry, military, or police sectors
• 5 years of relevant industry experience, including leadership roles, with a minimum of 3 years of experience in the UAE market
• Bachelor’s degree, preferably in Finance, IT, or business administration
• Technical knowledge of Cash in Transit (CIT) and ATMs
• Excellent communication, time management, and leadership skills
• Strong skills in reporting, customer management, and performance management
• Proficiency in MS Office (PowerPoint, Word, Excel)
• Knowledge of UAE security industry regulations
• Familiarity with systems such as Transtrack, ServiceNow, Cencon, Centran, CashWeb Community, and ATM customer service software
• Valid UAE driving license
• Police clearance certificate
• Experience in handling customer services and queries