What are the responsibilities and job description for the Director of ATM ITM Innovation position at Suncoast Credit Union?
Overview:
The Director of ATM/ITM Innovation is a visionary leader responsible for the strategic direction, implementation, and optimization of Automated Teller Machine (ATM) and Interactive Teller Machine (ITM) channels. This role combines innovation, operational excellence, and technical expertise to drive digital transformation, enhance member experience, and increase efficiency across physical and digital delivery channels. The Director will lead cross-functional teams in the design, deployment, and management of ITM/ATM technology and its integration with core banking systems, cash and deposit services, and video banking software. The Director will also identify opportunities for innovation, evaluate vendor partnerships, and ensure a scalable roadmap that aligns with the credit union’s long-term digital strategy. An ideal incumbent has a passion for innovation in financial technology and a willingness to stay current with emerging trends in self-service banking. This individual will need a creative mindset to envision how new tools or approaches (video banking, mobile integration, AI-driven analytics) to enhance the ATM/ITM channel, combined with adaptability to implement change in a controlled, effective manner.
Responsibilities:
Benefits
Company Overview
Compensation: $95,000 - $130,000 based on experience and credentials
Location Type: Hybrid, a flexible work model blending in-office and remote working
Position Type: Full Time
Position Type: Full Time
The Director of ATM/ITM Innovation is a visionary leader responsible for the strategic direction, implementation, and optimization of Automated Teller Machine (ATM) and Interactive Teller Machine (ITM) channels. This role combines innovation, operational excellence, and technical expertise to drive digital transformation, enhance member experience, and increase efficiency across physical and digital delivery channels. The Director will lead cross-functional teams in the design, deployment, and management of ITM/ATM technology and its integration with core banking systems, cash and deposit services, and video banking software. The Director will also identify opportunities for innovation, evaluate vendor partnerships, and ensure a scalable roadmap that aligns with the credit union’s long-term digital strategy. An ideal incumbent has a passion for innovation in financial technology and a willingness to stay current with emerging trends in self-service banking. This individual will need a creative mindset to envision how new tools or approaches (video banking, mobile integration, AI-driven analytics) to enhance the ATM/ITM channel, combined with adaptability to implement change in a controlled, effective manner.
- Develop and execute a comprehensive ATM/ITM strategy aligned with the credit union’s growth objectives
- Identify opportunities for network expansion (both on-premise and off-premise locations) and lead deployment of new ATMs/ITMs to increase the organization’s digital and physical footprint
- Conduct market research and leverage data to determine high-potential sites, making decisions on relocations, new installations, or removals to optimize fleet placement
- Present strategic plans and business cases for expanding or enhancing the ATM/ITM network to executive leadership
- Oversee end-to-end operations of the ATM/ITM fleet to ensure maximum uptime, performance, and efficiency
- Implement monitoring systems and service protocols to achieve high availability targets, promptly addressing any outages or performance issues to minimize member impact
- Collaborate with the liquidity management team to optimize cash management and replenishment schedules to prevent service interruptions and reduce idle cash
- Establish standard operating procedures for routine maintenance, incident response, and balancing/reconciliation processes, ensuring all ATMs/ITMs are functioning optimally, and downtime is minimized
- Manage relationships with all ATM/ITM hardware, software, and service vendors
- Negotiate contracts and service level agreements (SLAs) to ensure cost-effective services and optimal performance
- Monitor vendor performance against SLAs, and hold vendors accountable through regular business reviews, addressing any service gaps or sub-par performance immediately
- Oversee third-party service providers for cash handling, maintenance, transaction processing, and network connectivity, ensuring they meet the institution’s standards for quality and security
- Stay informed on vendor product roadmaps and coordinate technology upgrades, enhancements, or recalls
- Own the budget and financial performance of the ATM/ITM channel track and report on key financial metrics such as ATM/ITM profitability, cost per transaction, and vendor expense
- Develop annual budgets and forecasts covering capital expenditure (e.g. purchasing new machines, hardware upgrades) and operating expenses (e.g. cash services, maintenance contracts, telecommunications)
- Identify opportunities to reduce costs and improve efficiency (for example, through process improvements or renegotiating vendor terms) without compromising service quality
- Ensure projects and deployments are delivered within approved budgets and evaluate ROI for major initiatives like new machine deployments or feature enhancements
- Drive initiatives to continually improve the member experience at ATMs and ITMs
- Oversee the design and configuration of user interfaces, ensuring transactions are intuitive, fast, and aligned with the institution’s service standards
- Introduce new features and innovative solutions (such as cardless transactions, mobile wallet integrations, or biometrics authentication) to keep the ATM/ITM services modern and competitive
- Prioritize user satisfaction by monitoring member feedback and ATM/ITM usage patterns, addressing any pain points in functionality or ease-of-use, work closely with Marketing and Retail teams to ensure ATMs/ITMs uphold brand image and to deploy any on-screen promotional content or targeted marketing
- Stay updated on industry trends and emerging technologies in self-service banking and recommend adoption of new tools or services (for example, biometric authentication, interactive touchscreens, or advanced cash recycling units) that could enhance convenience or efficiency
- Implement and regularly update security measures to protect against physical theft, tampering, skimming, and cyber threats
- Develop and enforce policies and procedures that comply with all relevant regulations (PCI DSS, Reg E, ADA accessibility standards for ATMs, EMV requirements, etc.) and internal risk management guidelines
- Conduct periodic audits and risk assessments of the ATM/ITM network, addressing any vulnerabilities or compliance gaps promptly
- Stay prepared for incidents by establishing incident response plans for security breaches or fraud events and coordinating closely with the Security/Fraud department on preventive measures
- Ensure robust security and all compliance reporting related to ATM/ITM (such as network certifications, regulatory filings, currency reporting limits) is completed accurately and on time
- Utilize data and analytics to drive decision-making and continuous improvement of the ATM/ITM channel Monitor key performance indicators (KPIs) such as transaction volumes, cash usage, downtime incidents, error rates, and member satisfaction scores (NPS) for each machine and the network overall
- Generate regular reports and conduct trend analysis to identify usage patterns or recurring issues
- Present findings and recommendations to senior management, including actionable plans to improve performance or capitalize on growth opportunities
- Leverage analytics to optimize ATM/ITM placement and features – for example, identify underperforming machines for relocation or upgrade, and pinpoint high-traffic areas that warrant additional ATMs/ITMs or enhanced services
- Collaborate with liquidity management and use data insights to adjust strategies on cash management (e.g. balancing load frequency with cost), features (e.g. enabling additional transaction types where demand is seen), and to forecast future needs
- Work with the Retail/Branch Operations teams on the integration of ATMs/ITMs into branch layouts and coordinate support for machines located at branch sites
- Collaborate and coordinate with Facilities and Real Estate teams on site selection, installation logistics, and any physical infrastructure needs (power, network, security) for new ATM/ITM deployments
- Liaise with the Marketing department to manage ATM/ITM on-screen branding and messaging, and to promote new ATM/ITM features to members
- Engage with the Finance and Compliance teams to align on cash management, reconcilements, audit requirements, and regulatory compliance pertaining to ATM/ITM operations
- Partner with the Digital Banking/IT department to integrate ATM/ITM systems with core banking platforms and digital channels, ensuring a seamless omnichannel experience for members
- Review and recommend new methods or procedures to make daily operations more efficient
- Perform considerable short-term planning, scheduling, and coordinating to develop and implement business objectives
- Set goals for assigned teams to achieve operational and strategic results
- Provide guidance, mentoring, and development opportunities for directly reporting staff
- Cultivate strong working relationships, build trust among team members, and respond appropriately to employees' concerns
- Assist with the development, monitoring, and maintenance of the annual budget
- Assist with regulatory compliance to ensure work is completed in accordance with applicable laws and government regulations
- Maintain knowledge and understanding of current trends, laws, and issues affecting area of expertise
- Attend educational events to increase professional knowledge
- Complete annual compliance and info security training to understand employees' role in maintaining effective compliance and security programs
- Bachelor’s degree in Business, Information Technology, Computer Science, or a related field is preferred (An equivalent combination of education and extensive relevant experience may be substituted for education requirements)
- Minimum of 5 years of progressive experience in ATM/ITM operations, self-service banking technology, or a closely related field, with 3 years in a leadership or management capacity
- Industry background in a financial institution (credit union or retail bank) is strongly preferred
- Deep understanding of ATM/ITM hardware and software systems, including ATM driving software, transaction switch networks, and peripheral technologies
- Hands-on experience with managing a fleet of ATMs/ITMs (e.g. deployment, maintenance, and support) and knowledge of the major vendors/manufacturers (such as NCR, Diebold Nixdorf) and their platforms
- Familiarity with network connectivity and integration (TCP/IP, VPNs, etc.) related to ITM/ATM operations and experience with ITM/ATM cash management practices
- Demonstrated experience in vendor management and contract negotiation, especially with technology or service providers
- Proven project management skills to plan and execute ATM/ITM deployments or upgrades; able to coordinate complex projects across multiple teams and vendors to successful completion
- Formal training or certification in project management (e.g. PMP) is preferred, indicating ability to manage complex projects and cross-functional teams
- Experience with agile methodologies or continuous improvement (Lean/Six Sigma) in an operations setting is preferred
- Strong knowledge of security protocols and regulatory requirements relevant to ATMs/ITMs (for example, security camera requirements, PIN security standards, ADA accessibility rules, EMV and card network regulations, etc.)
- Excellent written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators
- Ability to analyze and resolve complex problems or situations
- Ability to positively influence others regarding policies, practices, and procedures
- Strong knowledge and understanding of credit union products, services, policies, and procedures
- Strong knowledge and understanding of regulatory compliance
- Strong knowledge and understanding of credit union computer systems and software applications required to perform job duties
Benefits
- Financial Well-Being: Bonus Program up to 18%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
- Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000 Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
- Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
- Community Involvement: Paid Volunteer Hours
- Growth: Degree Assistance up to $5,000 per year
For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits
Company Overview
Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community.
For more information, please visit our careers site at https://careers.suncoastcreditunion.com/
For more information, please visit our careers site at https://careers.suncoastcreditunion.com/
Salary : $5,000
