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Operations Deployment and Field Service Executive
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Job Description

We are seeking a highly organized Operations Deployment and Field Service Executive. This role is critical in managing end-to-end kiosk operations, from preventive maintenance and real-time performance tracking to vendor coordination and compliance with regulatory standards. The ideal candidate will have a strong background in large-scale field service management, with a proven track record in optimizing service delivery, driving automation, and enhancing operational efficiency.

Responsibilities

1. Kiosk Operations & Service Management

  • Ensure 99%+ uptime and transactional reliability across all kiosks through proactive monitoring and maintenance.
  • Develop preventive maintenance programs to minimize hardware/software failures.
  • Collaborate with field service teams (internal & third-party) for rapid incident resolution and repairs.
  • Track real-time KPIs (availability, transaction success rates, cash levels) and implement corrective actions.

2. Process Optimization & Automation

  • Support identification and implement automation solutions (remote diagnostics, predictive maintenance, IoT monitoring).
  • Coordinate cash replenishment, spare parts logistics, and inventory management.
  • Support incident escalation workflows to reduce resolution time.

3. Vendor & Cost Management

  • Liaise with kiosk manufacturers, maintenance providers, and logistics vendors to ensure SLA adherence.
  • Support service quality to maintain contract continuity.

4. Compliance & Risk Management

  • Support compliance with MAS, PCI DSS, and anti-fraud regulations.
  • Keep up with fraud detection systems and security protocols.
  • Develop business continuity plans with team leads for critical kiosk operations.

5. Data-Driven Performance Improvement

  • Support initiatives to improve transaction success rates, reduce downtime, and enhance user experience.
  • Collaborate with Product & Tech teams on hardware/software upgrades.

6. Stakeholder & Cross-Functional Leadership

  • Partner with Product, Tech, Finance, and Customer Support to align operations with business goals.
  • Update management with kiosk functionality (e.g., new payment methods, customer engagement features).
Requirements
  • Diploma or advanced certificate in Business, Engineering, or related field.
  • 4+ years in large-scale kiosk/ATM/POS operations, Fintech, or field service management.
  • Proven track record in managing 400+ distributed service points (kiosks, ATMs, POS terminals, etc).
  • Strong expertise in field service management, vendor negotiations, and process automation.
  • Data-driven mindset and proficient in analytics tools (Power BI, Tableau, SQL).
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