Senior Director, AMS Service Excellence

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.

We believe in building partnerships that secure commerce and doing that requires fostering an engaged 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: 

The Senior Director, AMS Service Excellence is responsible for process and technology enablement related to various operational groups.  Their key goal is to provide guidance on how existing technology and/or new development can support the various continuous improvement and transformation projects.  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.  The technology will include PAI reports, processing systems, OEM terminal software, OEM remote device management systems, lock systems and field technology.

• Become lean certified, lead and/or support various process improvement projects – VSM, A3’s etc.

• Support functional operations leaders and key members of their team in seeking ways to address business problems, with optimal use of available technology  

• Stay closely engaged with daily operations to identify technological improvements that help achieve organizational goals.  Ensure ownership and monitor execution and realization of benefits.

• Create development requests, including detailed requirement documents where needed and clearly communicate business needs to technology partners.  

• Create a future state vision for how AMS Operations should transform, heavily enabled by emerging technologies (AI, machine learning etc) and focused on scaling through automation and visual management tools, including but not limited to

  a. Error triage, auto-dispatch, auto-assignment and auto- escalation

  b. Field service monitoring

  c. Managing CIT/cash loading quality, with error proofing (sequenced settlement), real-time altering and dashboarding for branch / employee performance management

  d. Cash management; inventory planning, branch/ATM forecasting

  e. Automation of various reconcilement processes and reporting 

• Develop roadmap, targets and enablement plan, for insourcing maintenance and installation field services to deliver 

• Own technology roadmap for operations, partnering with leadership to ensure priorities are clear and development plans are communicated back to business stakeholders. 

• Support major projects (continuous improvement, new products, conversions and growth), which involve technology and major process changes across departments and organizations. This will include change management; helping the business stakeholders thoroughly evaluate and prepare for the impact of technology changes.

• Provide other support for strategic projects as needed.

KNOWLEDGE, SKILLS & ABILITIES:

The competencies required for success in the Senior Director, AMS Service Excellence role include:

• 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.

• 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.

• 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.

• Business Acumen: Knows how businesses work; knowledgeable in curre