Team Leader Operations (ATM Operation)

Euronet-Worldwide,-Inc.; Jakarta Pusat; On-site; IDR 200,000,000 - 320,000,000; Full time

Benefits offered by this job

Private Health Insurance

Paid Time Off

Job summary

Euronet Worldwide, Inc. is seeking a Team Lead - Operations to direct day-to-day ATM Cash Operations and the Incident Management Centre, ensuring high uptime, robust cash availability, and SLA-compliant service delivery across our ATM network.

You will guide a 24x7 operations team, drive performance improvements, manage escalations with banks and partners, and coordinate cross-functional activities to optimize service quality and reliability.

Qualifications

• Bachelor's degree in a relevant field.
• Experience leading operations teams in a cash-centric environment.
• Strong communication and stakeholder management skills.

Responsibilities

• Lead ATM Cash Operations and Incident Management Centre (IMC).
• Ensure 24x7 monitoring of ATM network health and service availability.
• Drive timely restoration of ATM faults and incidents within SLAs.
• Manage escalations for critical incidents, mass outages, and recurring ATM issues.
• Coordinate with banks, CIT partners, OEMs, Helpdesk, Reconciliation and Field Service teams.
• Oversee ATM cash forecasting, replenishment planning and cash availability.
• Monitor cash balances, cash-out events, loading schedules and performance.
• Manage disputes, reconciliation activities, over-dispense and under-dispense cases.
• Lead service-review meetings and act as escalation point for banking partners.
• Prepare and present operational performance reports to management.
• Lead audits and drive process improvements.
• Manage, mentor and develop team with effective shift planning.

Skills

Leadership

SLA management

Escalation management

Stakeholder management

MS Excel/Outlook/Word

English communication

Education

Bachelor's degree or equivalent

Job description

Are you a strong operations leader with experience managing ATM operations, cash management, incident resolution, and service delivery? We are looking for a Team Lead - Operations to oversee our Cash Operations and Incident Management Centre (IMC), ensuring high ATM availability, operational excellence, and exceptional service delivery across our ATM network.

About the Role

As the Team Lead - Operations, you will lead the day-to-day management of ATM Cash Operations and Incident Management functions, ensuring ATM uptime, cash availability, SLA compliance, and effective coordination with banks, vendors, and internal stakeholders.

You will play a critical role in driving operational performance, managing escalations, improving service quality, and leading a team that supports a 24x7 ATM environment.

Key Responsibilities

• Lead and manage ATM Cash Operations and Incident Management Centre (IMC) activities.
• Ensure 24x7 monitoring of ATM network health and service availability.
• Drive timely restoration of ATM faults and incidents within agreed service levels.
• Manage escalations related to critical incidents, mass outages, and recurring ATM issues.
• Coordinate with banks, CIT partners, OEMs, Helpdesk, Reconciliation, and Field Service teams to resolve incidents efficiently.
• Oversee ATM cash forecasting, replenishment planning, and cash availability across the network.
• Monitor cash balances, cash-out situations, loading schedules, and operational performance.
• Ensure proper management of disputes, reconciliation activities, over-dispense, and under-dispense cases.
• Lead service review meetings and act as the primary escalation point for banking partners.
• Prepare and present operational performance reports to management.
• Lead operational audits and drive process improvement initiatives.
• Manage, mentor, and develop team members while ensuring effective shift and resource planning

Bachelor's Degree or equivalent qualification.

Experience in:

• ATM Operations
• Incident Management
• Cash Management Operations
• Banking, Financial Services, or Payments Industry
• Service Delivery and Vendor Management
• Team Leadership and People Management

Strong skills in:

• Operational problem-solving and escalation management
• Stakeholder management and customer communication
• Service Level Agreement (SLA) management
• Reporting and operational analysis
• Microsoft Excel, Outlook, and Word

Excellent communication skills in English.

• Work with a global leader in payments and financial technology.
• Lead mission-critical ATM operations supporting major banking partners.
• Collaborate with cross-functional teams and industry-leading stakeholders.
• Opportunity to drive operational excellence and continuous improvement.
• Career growth opportunities.
• Private Health Insurance
• Paid Time Off