National ATM Banking Manager

Job Summary:

The manager of National ATM Banking is responsible for setting the overall strategic direction for Comerica's ATMs nationally. Responsibilities include profitability, annual plan preparation (including direct profit and loss responsibility for five markets). This includes knowing the business drivers and determining what is required to keep CMA ATMs competitive. This includes continuous awareness of industry trends and the competitive landscape. This role also oversees and monitors service and maintenance, equipment sales, and cash optimization, and overall availability and performance. In addition, this position is responsible for development and training of direct reports, vendor management, contract/lease negotiations and decision making, ATM training, approving access for ATM related applications, security/vandalism/fraud management, as well as all administrative responsibilities (forms, supplies, rent payments, screen/marketing changes, etc.). This position is also responsible on a national basis for managing all legal and compliance related requirements and all ATM deployment decisions. Serves as the business owner for ATM applications and engages in technology projects impacting ATMs. The position manages over 600 ATMs nationally covering five states (MI, CA, TX, FL, AZ) The Assets under management are approximately $25 million dollars and generate over $8 million dollars in revenue annually with an operating budget of approximately $6.5 million dollars. Manages projects lasting up to two years in length costing up to $15 million dollars. Manages vendors with an annual spend of $5 million dollars.

Duties & Responsibilities:

ATM Strategy

Manage the overall ATM network nationally (in MI, CA, TX, AZ, & FL) by:

• Setting, communicating and implementing the strategic and tactical direction for Comerica's ATMs nationally. Manage to the planned outcome as it relates to on- and off-premise deployments as well as technical goals.
• Conduct market research and analysis to identify potential opportunities and risks.
• Advocate for strategic channel needs and hardware configurations to Information Systems, Security and Corporate Real Estate.
• Managing regional & national network switch relationships. ( Pulse, Visa & MasterCard) as well as manage all legal and compliance related issues ensuring all processor/switch and regulatory compliance needs necessary to maintain and grow the ATM network are met.
• Final approval on ATM vendor contracts. Negotiating corporate wide vendor product purchase and servicing contracts worth $5MM annually, with authority for final approval and managing these agreements. Set all department vendor Service Level Standards (SLAs) and manage the vendors to successfully meet them. Meet with vendors monthly or quarterly as warranted to review Service Levels, remediate any sub-level performance and invoke any contractual penalties.
• Corporate Sourcing - including RFPs and contract negotiations.
• Coordination with physical distribution, CRA, and compliance partners to optimize ATM placement.
• Managing annual right-sizing analyses of the entire network, and making decisions and appropriate changes.
• Develop executive presentations clearly expressing the proposed strategic direction and justification, including associated benchmarks and metrics.
• Ownership for internal procedures and controls to support an effective control environment.
• Develop action plan(s) as needed to ensure compliance with regulatory requirements.

Channel Management

Oversee availability and performance of the ATM Channel:

• Monitor ATM availability and performance with quantitative metrics and target performance levels.
• Troubleshoot outages and service gaps with partners to remeidate customer experience impacts.
• Collaborate to set cash replenishment schedules to optimize residual cash and minimize cash outages.
• Serve as escalation point for colleague and customer concerns related to ATMs.
• Manage security services, vandalism, and fraud issues.
• Evaluation of off-premise opportunities to deploy and provide direction to proceed or not to proceed.
• Managing all form requirements, supply orders, rent payments, screen/marketing needs, and performance reporting.
• Monitor the installation and de-installation of all on-site & off-site Comerica ATMs.

Financial Management

• Develop annual revenue and expense plans/budgets, including interim forecasts, nationally, managing all seven cost centers, ATM P/L responsibility, and monitoring profitability.
• Negotiate third party agreements to optimize cost and service levels over time.
• Review and approval of monthly vendor invoices and monitoring against contractual terms and budgets.
• Manage fraud and other operational losses within financial Plan and risk tolerances.

Project Management

Overseeing the management for all ATM projects including:

• Oversee installations of ATM at all new branch and offsite locations nationally.
• Serve as the business owner for ATM application, oversee User Acceptance Testing, and particpate in enterprise steering for ATM-impacted programs.
• Initiate and drive strategic initiatives to further optimize the ATM channel and customer experience.
• Execute organizational and operational readiness activities including impact assessment planning, delivery, and monitoring.
• Proficient in Storytelling and developing clear & concise presentations with the ability to articulate clearly & confidently.

People and Relationship Management

Developing, managing and training all direct reports, and conducting annual reviews. Ensure that the staff is familiar with the ATM channel and the strategic direction of the business.

• Maintains effective and collaborative working and professional relationships with colleagues and business partners.
• Oversee operational performance in partnership with Card Services and Operations, including ATM balancing, residual cash management and cash loading up to $80 MM per month.
• Manages vendor relationships, including compliance activities.
• Maintains an effective system of measurement to determine effectiveness of workforce planning and opportunities for continued improvement.

Job Specific Skills:

• Experience managing, transforming a customer-facing channel such as ATM, including addressing associated risk and regulatory matters.
• Leadership role in tech-enabled change or transformation programs having enterprise impact.
• The incumbent Must possess well-developed project management skills, be organized and disciplined, demonstrate initiative and attention to detail, and be persistent in following up to ensure the right results.
• The incumbent must possess judgment and discretion, outstanding personal and relationship acumen, and demonstrate political sensitivity to act as an effective confidential assistant and facilitator in a fast-paced environment.
• Excellent verbal, analytical, organizational, and written skills are required, with the ability to anticipate and represent senior WFP management's point of view on a wide variety of substantive issues.
• Comprehensive critical thinking skills, using logic and reasoning to identify strengths and weaknesses and the ability to seek alternative solutions, conclusions, and approaches to problems.
• Ability to build strong and sustainable relationships and the capability to work strategically and collaboratively.
• Ability to manage confidential matters, and exercise professional discretion, sound judgment, while upholding the highest professional ethics.
• Proficiency with professional office software including Microsoft Office, Salesforce.
• Proven storytelling and presentation design capability.