Sameer Shaikh

ATM & Cash Management Operations – Key Responsibilities & Achievements

• Currently managing end-to-end ATM operations for a large portfolio of 1,397+ ATMs/CRMs, including 317 ICICI Bank ATMs,430 DCB Bank ATMs, and 650 IDFC Bank ATMs/CRMs, ensuring high availability, timely cash replenishment, and seamless service delivery.
• Act as the primary operational interface with Bank Alternate Channel Teams, ZAMs, CRAs, field teams, and other stakeholders for ATM operations, cash management, incident resolution, and service improvement.
• Directed daily operations and team activities to ensure service excellence.
• Managed performance of key operational parameters including CER, CBB%, cash-out incidents, ATM uptime, cash availability, and CRA vault holdings, ensuring compliance with bank limits, targets, and SLA requirements.
• Monitored daily ATM cash positions and replenishment requirements to optimize cash availability, reduce cash-out incidents, and ensure effective utilization of CRA vault funds.
• Drive cash logistics cost optimization through effective cash forecasting, replenishment planning, route optimization, and monitoring of cash loading requirements across the ATM network.
• Analyze ATM cash consumption patterns and implement measures to reduce unnecessary/holiday cash loading frequency, while maintaining adequate cash availability and minimizing the risk of cash-outs.
• Manage and monitor cash logistics vendors/agencies and their operational performance, ensuring adherence to agreed SLAs, service quality, compliance requirements, and turnaround times.
• Conduct regular vendor/agency performance reviews, identify service gaps, track corrective actions, and drive continuous improvement in operational performance.
• Identify opportunities for operational cost reduction through improved cash forecasting, optimized replenishment frequency, efficient resource utilization, and better vendor performance management.
• Conduct regular operational reviews with CRAs and field teams, analyze performance reports, identify gaps, and implement corrective and preventive actions to improve operational efficiency.
• Coordinate and participate in monthly performance review meetings with Banks, ZAMs, CRAs, and internal stakeholders, presenting operational trends, key challenges, root causes, and improvement plans.
• Ensure quarterly CRA vault audits are completed across locations to verify compliance with prescribed processes, security controls, cash handling procedures, and applicable MHA guidelines.
• Coordinate quarterly external audits of ATMs, scrutinize audit reports, identify process/control gaps, and drive closure of observations through appropriate corrective actions with CRAs and field teams.
• Prepare, analyze, and present daily and periodic MIS dashboards covering ATM cash positions, cash replenishment, uptime, cash-out incidents, operational performance, audit observations, and other key KPIs.
• Identified recurring operational issues through data analysis and trend monitoring, conducted root-cause analysis, and implemented process improvements to reduce incidents and enhance service quality.
• Establish and strengthen operational processes and controls to ensure standardization, compliance, workflow efficiency, and consistent service delivery across the ATM network.
• Monitor customer/service-related feedback and operational complaints, identify recurring issues, and develop action plans to improve customer experience and service reliability.
• Prepare monthly management reports and MIS presentations for senior management, highlighting KPI performance, operational risks, major incidents, audit findings, trends, and recommended improvement actions.
• Drive cross-functional coordination for critical ATM incidents and escalations, ensuring timely resolution, effective communication with stakeholders, and minimal business/customer impact.
• Contribute to process improvement and operational strategy, identifying opportunities to improve productivity, optimize costs, strengthen controls, reduce operational risks, and enhance overall ATM network performance.
• Ensure all operational activities are carried out in accordance with bank requirements, internal SOPs, regulatory guidelines, security protocols, and agreed SLAs.

• Analyzed team members' cash forecasting to align with bank limits and norms.
• Prepared major reports and MIS, including cash out, uptime, and CBR reports for informed decision-making.

• Managed operational and reporting activities for a portfolio of approximately 3,000 ATMs, ensuring timely reporting, service continuity, and adherence to customer requirements.
• Managed key customer relationships with AGS Transact Ltd. and FIS Payment Solutions & Services Pvt. Ltd., supporting ATM operations, reporting, service delivery, and issue resolution.
• Served as a key point of contact for customer queries, escalations, and operational issues, coordinating with internal teams for prompt resolution and effective closure.
• Monitored and improved the accuracy and timeliness of MIS and operational reports, minimizing reporting errors and ensuring reliable information was delivered to customers.
• Analyzed operational MIS and performance reports to identify recurring issues, process gaps, and opportunities for service improvement and stronger operational controls.
• Established effective relationship management practices with internal and external stakeholders to improve communication, coordination, and service delivery.
• Defined and aligned team KRAs and performance objectives with organizational goals, enabling better accountability and team performance.
• Designed and implemented standard operating practices and process improvements to enhance operational efficiency, consistency, process adherence, and service quality.
• Supported team capability development through knowledge sharing, process training, and skill enhancement initiatives, fostering a collaborative and performance-oriented team environment.
• Worked closely with the technology/development team in planning and executing core projects for implementation of software solutions across locations to support daily vault transactions and operational cash management activities.
• Participated in project testing, implementation, process validation, and user-level operational support, ensuring successful adoption of technology-driven process improvements.
• Developed a strong foundation in ATM operations, client servicing, MIS analytics, process management, stakeholder coordination, and technology-enabled operational improvement.

• Credit Underwriting & Operations
• Managed credit underwriting and processing operations for the West region, ensuring adherence to company credit policies, guidelines, and risk parameters during credit decisioning.
• Managed the credit processing unit, monitoring monthly targets, productivity, turnaround time, and overall service delivery to achieve business objectives.
• Ensured consistent and timely credit service delivery across the West region, coordinating with internal teams and business partners to resolve operational issues.
• Evaluated customer creditworthiness by thoroughly assessing income documents, bank statements, verification reports, CA documents, credit bureau/CIBIL reports, and other financial information.
• Conducted detailed due diligence of credit files to ensure completeness, accuracy, and compliance with required documentation before disbursement, thereby minimizing purchase holds and processing delays.
• Served as a key liaison between the Bank and DSA (Direct Selling Agent) network, coordinating sourcing, documentation, credit queries, and operational requirements.
• Coordinated with collections teams to review delinquent accounts, understand portfolio performance, and provide feedback on account status and emerging credit concerns.
• Monitored file sourcing against pre-defined boarding/sourcing parameters, ensuring alignment with business and credit policy requirements.
• Maintained accountability for the credit portfolio funded by the Bank, supporting portfolio quality through prudent credit assessment and adherence to established risk controls.
• Addressed customer and DSA queries promptly, maintaining high service standards and effective stakeholder relationships throughout the credit processing cycle.
• Developed a strong foundation in credit risk assessment, financial document analysis, underwriting, portfolio monitoring, DSA management, banking operations, and customer service.
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