1. Kiosk Operations & Service Management
- Oversee end-to-end operations of more than 600 kiosks, ensuring uptime, reliability, and
transactional efficiency.
- Develop and implement preventive maintenance programs to minimize downtime.
- Manage field service teams, technicians, and third-party vendors to ensure timely repairs and
servicing.
- Monitor real-time performance metrics (availability, transactions success rates, cash management) and implement corrective actions.
2. Building Management Team Management
- Ensures smooth facility operations (maintenance, cleaning, security, space planning).
- Manage office infrastructure and workplace services.
- Optimize facility-related OPEX (utilities, leases, maintenance contracts).
- Oversee contracts for cleaning, security, and office maintenance providers.
3. Process Optimization & Automation
- Identify and implement automation opportunities to enhance operational efficiency (e.g., remote
diagnostics, predictive maintenance).
- Optimize cash replenishment, logistics, and inventory management for kiosks.
- Streamline incident escalation and resolution workflows to improve service levels.
4. Vendor & Cost Management
- Manage relationships with kiosk manufacturers, maintenance providers, and logistics partners.
- Negotiate cost-effective service contracts and SLAs to maximize value.
- Control operational budgets and drive cost-saving initiatives without compromising service
quality.
5. Compliance & Risk Management
- Ensure all kiosks comply with regulatory, security, and anti-fraud standards (MAS, PCI DSS, etc).
- Implement robust monitoring and fraud detection mechanisms.
- Develop business continuity and disaster recovery plans for critical kiosk operations.
6. Data Driven Performance Improvement
- Utilize analytics and BI tools to track KPIs and generate actionable insights.
- Lead initiatives to improve transaction success rates, reduce downtime, and enhance user
experience.
- Work closely with Product & Tech teams to deploy software/hardware upgrades.
7. Stakeholder & Cross-Functional Leadership
- Collaborate with Product, Tech, Finance, and Customer Support teams to align operations with
business goals.
- Provide regular performance reports to senior leadership.
- Drive innovation in kiosk functionality and customer engagement strategies.
