Senior Trainer
GRG Banking Equipment Co. Ltd.
Total years of experience :16 years, 10 Months
Being adept in most of all product lines of grgbanking including with application for in depth knowledge sharing and providing effective solution to customer
Need to synchronous with the updated data and technology of the company including being expert on that and all info related to that.
Performing training on software and hardware for the local engineers, company all dept staffs and mostly for the foreign customers at local premises and at customer’s base.
Transformation and change management of the Global training site of the company
Provide resolution to unsolved issue collaborating with the R&D of any raised issue from cliend end
Play a key role in team building and bonding with planning new activities to enrich and develop the team
Operate and lead several overseas training and project handling in the past and need to be dealt onward
Worked on different types of protocol NDC, DDC, ISO8583 on which the e-banking system works actually
Highly responsible to deal with foreign customer and to lead them to the right path conforming the company strategy and standard
Level-1 and Level-2 professional expertise in different models of Sorting machines(1 stacker, 2 stackers, 3 stackers, 4 stackers, 8 stackers)
Worked for Cash sorting line(Automatic cash sorting, binding, sealing and packing)
Level-1 and Level-2 professional expertise in Cash Recycling module and Cash and Cheque acceptance module
Level-1 and Level-2 professional expertise in Cash Dispensing module and Cash
Level-1 and Level-2 professional expertise in Cash Deposit module
Expertise in WOSA/XFS using and analyzing
Expert in HW log analysis and SP log analysis
Expert in newest developed drum based recycler by GRG
Project Deal: Certification GRG products with BBVA Bancomer And Banorte Bank. And Glider, Defrac
(Independent financial organization), Mexico., Habib bank in Sri Lanka)
IT service operation management including ensuring the service quality through proper planning, monitoring & supervision
Technical project planning, supervision & management including the ATM certification Projects with different switching software solutions
Principal Communication & Management
Client Management with higher priority
Monitor SLA performance against target for all client territory
Monitor and supervise faster resolution of client queries, technical analysis of clients' requirements & response to client on time regarding ATM software enhancement fixes & disputes.
Manage the implementation, monitoring, and recommendation of changes to policies and procedures to ensure accountability and smooth operation of ATM
Plan, develop and execute Training activities for service engineers including material development, execution of training and assessment of trainees
Departmental administration & operations management
HR Management including Recruitment, Performance Evaluation, Annual Assessment.
Financial Management including yearly budget allocation of development & operational costs, monitoring & execution.
Supervise Inventory Management.
Project Deal: Certification GRG products with Brac Bank Ltd. And Dhaka Bank Ltd. Hosts in
Bangladesh.
• Technical project planning, supervision & management including the ATM certification
Projects with different switching software solutions
• Project management.
• Ensure faster resolution of client queries, technical analysis of clients' requirements & response
to client on time regarding ATM software enhancement fixes & disputes.
• Maintain scrutiny on both hardware and software before implementing to bank with own self &
under my supervision.
• Manages the implementation, monitoring, and recommendation of changes to policies and
Procedures to ensure accountability and smooth operation of ATM
• Concept development, testing, product development and reengineering of existing
Products and services considering competitive scenario.
• Principal Communication & Management for any kind of assitance and progession of business
• Client Management with higher priority.
• Departmental administration & operations management.
• Maintains inventory of equipment acquisitions, installations and modifications.
• Maintain the parrallel documents preparation to keep the engineers updated regarding
newly emerged features, skills and standards.
• Maintain the concurrence cloud based records.
Personnel Management:
• Ensure an environment that promotes effective communications, positive employee relations
and teamwork.
• Motivate, empower, and develop as appropriate, recognition and reward individual and team
achievements.
• Conduct hiring activities, which include headcount approval, job posting, interviewing,
selection, and on-boarding activities.
• Monitor performance improvement issues and provide appropriate coaching and support.
• Execute the performance management process, which includes objective setting, development
planning and quarterly/annual performance reviews. Conduct individual and team meetings on
a regular basis.
• Plan and manage vacation and training schedules effectively to meet daily availability goals.
Financial Management:
• Promote and manage time-and-material (T&M) activities.
• Manage expenses effectively (overtime, parts and assets).
• Responsible for physical assets including tools, test equipment etc. and service parts assigned.
• Manage employee-related and miscellaneous expenses.
• Maintain existing maintenance bases while promoting and pursuing additional contract
maintenance, ancillary sales and other revenue-producing opportunities.
• Financial Management including yearly budget allocation of development & operational costs,
monitoring & execution.
Lead a team of service personnel, to provide maintenance services of GRG ATMs to different banks
Effectively manage all client territory activities to ensure delivery of on-site support services by promoting and improving client and employee satisfaction
Prepare training material and build up the team to fulfill the requiremetns as per customer’s satisfaction
To provide management and coaching support to employees in a designated territory within a region in order to meet customer Service Level Agreements (SLA)
Monitor & Ensure performance of the team against the SLA target for territory
Respond to client observations, issues and complaints in a timely manner
Perform root-cause analysis and preventive measures for repeated escalations
Analyze issues for missed targets and implement corrective actions
Installation, Configuration & Maintenance of GRG ATM (Automated Teller machine) Software or hardware.
Commissioning and preparation of ATM installation sites according to the principal’s standard.
Designing the electrical diagram for the standard supply of electricity and security of the decvice
Ensuring 24 hours onsite support to GRG ATMs of BRAC Bank Limited in different locations throughout Bangladesh.
Analyze issues for missed targets and implement corrective actions
Prepare reports for the onsite support calls.
Prepare & archive technical documentation of different issues.
of Dhaka Bank Ltd.
Certification of GRG atm
Director, Operations
ITCL
Contact
Masters in Business Administration