Majed Al-Khaldi
Riyadh,Saudi Arabia
Summary
Accomplished professional with expertise in ATM operations and management, ITM and self-service machine monitoring, and regulatory compliance with SAMA standards. Proven track record in incident investigation, claims resolution, and process optimisation. Adept at leading cross-functional teams, managing vendors, and ensuring risk mitigation and security monitoring. Skilled in data analysis, performance reporting, and delivering exceptional customer service. Committed to driving process automation and enhancing operational efficiency.
Overview
18
18
years of professional experience
1
1
Certification
Work History
ATM Operations Manager
Al-Bilad Bank
Riyadh
01.2020 - 03.2025
- Oversee ATM operations, ensuring efficient handling of business requirements, claims management, and compliance with bank policies
- Continuously investigate and follow up on claims, ensuring accurate reporting to the concerned team for timely resolution
- Manage and monitor ITM services and self-service machines, addressing escalated issues promptly and working closely with internal departments to deliver timely and effective solutions
- Analyze E-service profit and loss, identifying areas for cost optimization and revenue enhancement
- Lead service delivery teams, ensuring ATM channels meet performance targets and service level agreements (SLAs)
- Implement strategies to improve ATM uptime and minimize service interruptions
- Provide leadership in talent management, including recruitment, training, performance evaluation, and career development
- Collaborate with external vendors and service providers to ensure timely maintenance and resolve technical challenges
- Ensure ATMs comply with regulatory standards, including security protocols mandated by SAMA and other financial authorities
- Design and implement operational frameworks to improve ATM availability, customer satisfaction, and operational efficiency
- Conduct regular audits and system checks to identify and mitigate potential risks in ATM operations
- Monitor key performance metrics and develop improvement plans to enhance the overall operational performance of ATM networks
Acting Manager of Security Monitoring Unit
Riyad Bank
Riyadh
07.2019 - 01.2020
- Led the ATM security monitoring unit, ensuring compliance with SAMA standards and internal security protocols
- Investigated and reported ATM security incidents, including skimming cases and other vulnerabilities
- Developed and enforced security measures to safeguard ATM infrastructure and customer data
Team Leader – ATM Monitoring Unit
Riyad Bank
Riyadh
08.2015 - 06.2019
- Supervised the ATM monitoring team, overseeing daily operations and ensuring timely resolution of technical issues
- Prepared and presented key performance indicators (KPIs) to senior management, supporting data-driven decision-making
- Coordinated with vendors to address hardware and software incidents, maintaining service continuity
- Implemented centralized ATM balancing procedures, ensuring accurate reconciliation and financial reporting
Supervisor – ATM Monitoring
SABB Bank
Riyadh
06.2012 - 08.2014
- Monitored ATM operations across the organization, promptly addressing service disruptions and technical malfunctions
- Conducted root cause analysis for ATM outages, collaborating with vendors and internal teams to implement solutions
- Analyzed performance reports to identify trends and drive continuous improvement initiatives
- Ensured vendor compliance with service agreements, reviewing and processing invoices accurately
Contact Center – Customer Voice
SABB Bank
Riyadh
06.2007 - 06.2012
- Delivered exceptional customer service, addressing inquiries and resolving complaints efficiently
- Processed customer requests, ensuring prompt and accurate handling of orders and applications
- Escalated priority issues to senior management, facilitating timely resolutions and customer satisfaction
- Maintained comprehensive records of customer interactions, enhancing service quality and operational transparency
Education
Master of Business Administration - MBA
Midocean University
UAEBachelor's degree - Human Resource Management
King Abdulaziz University
Jeddah, Mecca RegionSkills
- ATM Operations and Management
- ITM and Self-Service Machine Monitoring
- Regulatory Compliance (SAMA Standards)
- Incident Investigation and Claims Resolution
- Process Optimization and Automation
- Cross-Functional Team Leadership
- Data Analysis and Performance Reporting
- Vendor Management and Coordination
- Risk Mitigation and Security Monitoring
- Customer Service Excellence
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Certification
Landing Innovation and Organizational Transformation Certification
Languages
Arabic
Native
English
Advanced
Courses
- PMP Course Attendance
- English Language
- MS Office Suite
Personal Information
Title: ATM Operations Manager
Timeline
ATM Operations Manager
Al-Bilad Bank
01.2020 - 03.2025
Acting Manager of Security Monitoring Unit
Riyad Bank
07.2019 - 01.2020
Team Leader – ATM Monitoring Unit
Riyad Bank
08.2015 - 06.2019
Supervisor – ATM Monitoring
SABB Bank
06.2012 - 08.2014
Contact Center – Customer Voice
SABB Bank
06.2007 - 06.2012
Master of Business Administration - MBA
Midocean University
Bachelor's degree - Human Resource Management
King Abdulaziz University
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