Cash Operations - Field Quality Manager

About Brink's:

The Brink’s Company (NYSE:BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Our customers include financial institutions, retailers, government agencies, mints, jewelers, and other commercial operations. Our network of operations in 52 countries serves customers in more than 100 countries.

Brink’s has been a trusted partner in securing commerce for more than 165 years. Together, every Brink’s Team Member is committed to providing the highest levels of service and support to our customers. We take pride in our work, and we share a passion about our future. Learn why so many people have made the choice to join our team – and stay here.

We believe that our team should be reflective of the customers we serve every day around the world. We believe in building partnerships that secure commerce and doing that requires fostering an inclusive culture that values people with diverse backgrounds, ideas, and perspectives. We build a sense of belonging, so all employees feel respected, safe, and valued, and we provide equal opportunity to participate and grow.

Job Description

GENERAL SUMMARY: 

This position will support Cash Operations team to drive improvement in cash replenishment quality and timeliness. The individual will need to be highly detail oriented and experienced with Microsoft Office. The person will operate in a fast-paced, dynamic, and challenging environment and they must be passionate, accepting of a changing environment, and constantly looking to influence the future of the company.

ESSENTIAL DUTIES AND TASKS:

• Lead a team of Quality Control Analysts that check adherence to timeliness and quality of Cash Replenishment events
• Monitor missed cash replenishments and engage with branches for clarification as needed
• Provide coaching to ATM supervisors and Branch Managers where the process to resolve issues was not followed
• Partner with Performance (Device Monitoring) Team to ensure timely resolution of technical issues, ensuring they have the right level of detail to action reported issues
• Monitor handover back to Cash Operations Analyst to re-plan load timely, once technical barriers are addresses
• Track quality to branch and Messenger level
  • Timeliness of cash replenishment vs expected
  • Cash Loading quality issues relating to two categories
    • Errors resulting in failure to conduct cash load that may result in service call cost and missed revenue
    • Errors resulting in downtime after cash load is completed… totals not entered, not entered correctly, packing issues etc
• Through engagement with branches, Control Tower and based on independent analyst – identify opportunities to improve service quality and reduce operational costs
• Drive process and technology improvement projects, that help reduce errors and reduce the impact of those errors
• Act as an escalation resource for Cash Forecasters to help expedite branch related issues and to get creative on Emergency Cash fills
• Provide backup support to others within the department
• Perform related duties as business needs present themselves, within your scope of practice

KNOWLEDGE, SKILLS & ABILITIES:

The competencies required for success in the Cash Operations, Field Quality Manager role include:

• Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.
• Creativity - Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
• Technical Learning – Picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product, or technical knowledge—like Internet technology; does well in technical courses and seminars.
• Composure - Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; does not show frustration when resisted or blocked; is a settling influence in a crisis.
• Decision Quality - Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision.
• Time Management - Uses their time effectively and efficiently; values time; concentrates his/her efforts on