Cash Processing Center Manager

Job Description

You will develop and implement strategic initiatives that enhance efficiency, cost-effectiveness, security, and stakeholder satisfaction and oversee a large team including supervisors and front-line staff, driving a performance culture, innovation, and continuous improvement.

Key Responsibilities:

Strategic & Operational Leadership

Ensure the center meets daily performance targets, SLA compliance, and customer satisfaction benchmarks.

• Own Daily operation management system, identify abnormalities, execute problem solving process.
• Design, review, and refine workflows, technology usage, and staff deployment to increase processing speed and accuracy.
• Champion global or market unit level transformation programs, automation and digital initiatives within the CPC for process optimization.
• Adhere consistently to global operating model.

• Own and maintain the implementation of all regulatory, security, and audit protocols.
• Conduct regular risk assessments and proactively mitigate potential issues related to cash handling, fraud, or internal control failures.

• Manage, mentor, and develop CPC leadership team (supervisors, leads) and staff.
• Implement KPIs, training programs, and performance appraisals to ensure team excellence.

• Serve as the main liaison for high-level coordination with banks, financial institutions, and internal departments (CIT, Reconciliation, Security).
• Resolve escalated client concerns and maintain long-term, trust-based relationships with key stakeholders.

• Own CPC P&L, budgeting, cost control, and financial forecasting.
• Own and improve key KPIs:
• Processing accuracy
• Loss ratios
• Productivity metrics
• SLA compliance
• Cost per unit processed
• Optimize resource allocation and reduce operational waste.

• Partner with Sales and Commercial teams to support new client acquisition and contract renewals.
• Provide operational input for pricing, cost modelling, and solution design for new bids.
• Support RFP/RFI responses with operational capability insights.
• Conduct client presentations and site visits to showcase CPC capabilities.
• Drive client retention through service excellence and relationship management.

• Oversee the generation and analysis of reports related to cash volumes, discrepancies, operational efficiency, and audit outcomes.
• Provide strategic recommendations to management based on trends and insights.

Collaboration & Stakeholder Engagement:

• Work cross-functionally with internal departments including:
• Cash- in- Transit Operations
• Reconciliation Department
• Security Team
• Senior Management
• External Stakeholders include:
• Major Banks & Financial Institutions
• Corporate Clients & Retail Partners
• Regulatory Bodies (if required)

Continuous Improvement & Innovation:

• Drive Lean / Six Sigma initiatives to improve operational efficiency.
• Support implementation of new CPC technologies and digital tools.
• Identify automation opportunities to reduce manual intervention.

Preferred Qualifications:

• Bachelor's degree in Business Administration, Operations Management, Finance, or related field (MBA preferred).
• 8–12 years of experience in cash operations or secure logistics, including at least 4 years in a managerial role.
• Mandatory cash center or high-volume processing experience.
• Strong understanding of cash handling, vault management, and ATM processing.
• Deep knowledge of regulatory and security standards related to cash operations.
• Strong leadership, people management, and cross-functional coordination abilities.
• Excellent communication, problem-solving, and strategic thinking skills.

Additional Requirements:

• Strategic Leadership
• Operational Excellence
• Risk and Compliance Management
• People Development
• Analytical and Decision-Making Abilities
• Stakeholder Management
• Change Management