Operations Manager - Kiosk/ATM

We are partnering with a leading organisation to hire an experienced Operations Lead to manage the end-to-end performance of a widespread network of self-service kiosks across Singapore.

This is a key leadership role responsible for ensuring smooth operations, enhancing service delivery, and driving cost and process efficiencies – all while maintaining a strong customer experience.

The ideal candidate will bring deep expertise in field operations (kiosks, POS, ATMs), vendor management, and process optimisation, with a solid track record in leading distributed service networks at scale.

Key Responsibilities

1. Kiosk Operations Management

1. Oversee the nationwide network of self-service kiosks, ensuring uptime, reliability, and high transactional success.
2. Implement proactive maintenance schedules to minimise downtime.
3. Lead field service teams and third-party vendors to ensure timely issue resolution.
4. Monitor real-time performance metrics and implement corrective actions as needed.

2. Facilities & Office Services

1. Ensure smooth operations of all facilities, including maintenance, cleaning, and security.
2. Manage workplace infrastructure, space planning, and services.
3. Optimise related operational costs such as utilities and maintenance contracts.

3. Automation & Process Improvement

1. Drive automation initiatives, including remote monitoring and predictive maintenance.
2. Optimise kiosk operations such as cash replenishment and logistics.
3. Improve escalation workflows to boost response times and service levels.

4. Vendor & Cost Management

1. Oversee vendor relationships for manufacturing, logistics, and maintenance.
2. Negotiate and manage cost-effective contracts and service-level agreements.
3. Control OPEX and lead cost-saving initiatives while ensuring service quality.

5. Compliance & Risk

1. Ensure kiosks meet all relevant compliance and security standards (e.g. MAS, PCI DSS).
2. Implement fraud prevention and monitoring systems.
3. Develop and maintain business continuity and disaster recovery plans.

6. Performance Insights & Analytics

1. Use data analytics and BI tools to monitor KPIs and generate operational insights.
2. Lead performance improvement initiatives around uptime, transaction rates, and user experience.
3. Collaborate with Tech and Product teams for hardware/software upgrades.

7. Cross-Functional Leadership

1. Work closely with teams across Product, Tech, Customer Support, and Finance to align operations with business objectives.
2. Prepare and present regular performance updates to senior leadership.
3. Contribute to innovation and long-term improvement of kiosk services.

Who We’re Looking For

1. Bachelor's degree in Business, Engineering, or related field.
2. 10+ years in operations management, ideally within fintech, kiosk/ATM/POS networks, or field service delivery.
3. Proven experience managing large-scale distributed service points.
4. Strong capabilities in vendor management, cost control, and process automation.
5. Proficient in analytics tools such as Power BI, Tableau, or SQL.
6. Strategic thinker with a hands-on approach to operational excellence.