Officer, iCIMB & CCBO - SSCCO (SSB Operations - SST Monitoring) MY

Officer, iCIMB & CCBO - SSCCO (SSB Operations - SST Monitoring) MY

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Job Description

Job Purpose *
To attend to inbound calls, to ensure all Self Service Terminal (SST's) on the CIMB Network are available for use to customers. This is done by monitoring of the devices, identifying issues and coordinating all activities towards resolutions. Responsible to ensure the operation processes are being follows towards supporting and meeting the agreed SLA and KPIs.
Key Responsibilities *
  1. To attend to all Inbound Calls. ( Helpdesk )
  2. Monitor the health status of the SSTs on CIMB Network within Malaysia.
  3. To arrange and following up for FLM ( First Line Maintenance ) support for vendors and CIMB branches if any error reported on SSTs services according to agreed SLA.
  4. Identify and analyse SST issue(s) for preventive maintenance and escalation for Second Line Maintenance (SLM) in In-House System.
  5. Prepare daily reports on SST status and send to vendors.
  6. Support and perform escalation related to Cash Monitoring with SST vendor and branches during daily operation.
  7. Reply to the email on queries / forward the explanation or return call to vendors / Complaint Resolution Unit ( CRU ) to inform on the latest findings.
  8. Monitor ticketing update & resolution from SST Monitoring In-House System.
  9. Monitor CCTV/Alarm/CMS for all Offsite Premise SSTs and log ticket related problem for Second Line Maintenance ( SLM ) in in-House System ( PVIM )
  10. Responsible to ensure the operation processes being follow to support and maintain the SLAs and KPIs as agreed

Any other responsibilities/tasks as assigned by the Management from time to time. Qualifications
Job Specification *
(Basic Degree/Diploma etc)
Minimum Diploma or Degree Holder
Professional Qualification and/or Regulatory, Licensing requirements
Relevant Work Experience
Minimum one (1) year working experience in related field.
Required Competencies and Skills *
(Essential to succeed in this job)
  1. Managing vendor as per agreed SLA - proactively monitor and manage the issue.
  2. To meet management expectation - continuous improvement & analysis on error trending for preventing action.

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