Muhammad Ahmed Khan

- Managing ATM Services in ADCB Group with cross functional teams from IT, Operations, facility management, physical security and branches. - ATM Services Performance review and reporting to senior executives - Manage and support projects on ATMs/CDMs - Coordinate with branch management and other business team on customer migration opportunities - Produce comprehensive analysis and reports on effectiveness of new services - Identify improvement areas, propose and implement solutions. - Manage end to end back office operations on ATM and CDM that includes, installations, replenishment, reconciliation and dispute management - Maintained and achieved best in class service performance acknowledge through Mystery shopping surveys

Lead a cross functional team to manage all aspect of ATMs and CCDM network. Drive innovation on ATM channels not only to improve and optimize Self Service Channels but also to provide OmniChannel experience to customer. Act as SPOC to business from installation to post go live of services to customers. Manage, track and optimize ATM and CCDM services to improve customer experience and reduce complaints. Liaise with Branch Operations on customers migration to Self Service Channels. Perform gap analysis on customer facing channels to explore different ways to migrate customers to electronic channels. Conduct regular performance reviews of ATM and CCDM channels i.e. transaction volumes, complaints, technology improvement areas, operations, replenishment, cash outs, permission issues/passes and etc.

Managing Production Support for ATMs, POS, Cards (Debit/Credit Card) and Fraud Monitoring systems with a team of 2 people. > Tech Lead for any Base24eps related enhancement and production issues. > Ensure smooth running of Alternate channels with high availability within agreed SLA. > Liaison with Business on alternate channels projects, enhancements and production issues. > Managing daily operations and changes based on best industry practices > Ensure compliance as per Bank's policies and regulations > Ensure daily health check and analysis for capacity planning. > Communicate all stakeholders on critical issues affecting customer services with incident report detailing customer Impact, analysis and solution to avoid the issue in future. > Ensure all DR systems are synchronized with all new changes deployed in production > Evaluate, recommend and introduce new technologies to satisfy business needs and provide business justification > Developing processes, procedures and architecture documents and ensure regular update. > Vendor coordination for project delivery and schedule maintenance of systems. > Implementation and Testing of VISA and Master Card Mandates on Base24eps.