AMS Operations Lead, APAC-IMEA

GENERAL SUMMARY: 

The Director, ROW AMS Operations, is responsible for operational enablement of all AMS services, across the ROW market.  They will provide directions for best practice adoption across all operational functions; onboarding, cash operations, device management and monitoring/support for Field Operations.  To perform this job successfully, an individual must think strategically, demonstrate enthusiasm for customers, and be able to solve problems.  He/She must also be accepting of a changing environment and be constantly looking to influence the future of the company. 

ESSENTIAL DUTIES AND TASKS:

• Build and maintain a deep understanding of our customers, business processes and technology across the ATM value chain. 
• Become lean certified, lead and/or support various process improvement projects – VSM, A3’s etc.
• Liaise with Market and Country leadership, to align goals and to understand key projects that need support
• Work with peers in Global Operations, Solution Delivery and Product teams, to ensure the countries in APAC and IMEA are provided with the expertise and resources needed for successful delivery
• Provide input to standard global metrics for operations and evaluate existing countries against the benchmark.
• Drive continuous improvement projects that raise the quality and efficiency of Brink’s AMS globally, with annual cost savings targets agreed.    
• Partner with Global Operations leaders to adopt optimal operating models, aligning and executing on improvement projects. These would include chronic failure analysis, technician quality metrics, parts optimization, first time fix, MTBF (meantime between failure) and response time improvements. 
• Drive roadmap to increase automation and reduce cost per ATM, to enable the business to scale and help Brink’s to compete better from a cost and quality perspective.
• Develop a roadmap for the APAC and IMEA markets, with concise demand for technology requirements and champion business case for transformational projects
• Act as key supplier on major customer onboarding projects, to help accelerate the time to revenue – ensuring the highest levels of customer experience
• Identify roles that can be transitioned to global shared services, to enable scale and standardization.  Identify key talent in the region that can be elevated to support multiple countries in their area of expertise.
• Manage vendor contracts for market specific partners and lead vendor performance management for all services in your market. 
• Lead risk management for AMS in your market, for various threat vectors including physical attacks, fraudulent events – jackpotting, skimming, processor spooking, etc.  Coordinate with countries and global partners to manage ongoing threats.
• Provide monthly reporting on department progress, KPI’s and improvement plans
• Provide other support for strategic projects as needed.

KNOWLEDGE, SKILLS & ABILITIES:

• The candidate will hold a Bachelor’s Degree, Masters preferred
• At least 5 years operational ATM, or similar industry experience  
• Able to travel within APAC and IMEA at least 30% of the time

The competencies required for success in the Director, ROW AMS Operations role include:

• Business Acumen: Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, technology, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.
• Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
• Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
• Process Management: Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient workflow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources.
• Intrapersonal Savvy: Relates well to all kinds of people—up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.
• Negotiating: Can negotiate skillfully in tough situations with both internal and external groups; can settle differences with minimum noise; can win concessions without damaging relationships; can be both direct and forceful as well as diplomatic; gains trust quickly of other parties to the negotiations; has a good sense of timing.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Motivating Others: Creates a climate in which people want to do their best; can motivate many kinds of direct reports and team or project members; can assess each person's hot button and use it to get the best out of him/her; pushes tasks and decisions down; empowers others; invites input from each person and shares ownership and visibility; makes each individual feel his/her work is important; is someone people like working for and with.
• Action Oriented: Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
• Conflict Management: Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise.
• Decision Quality: Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.
• Integrity and Trust: Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidence; admits mistakes; doesn't misrepresent him/herself for personal gain.