Job Summary:
The Agent Banking Supervisor will contribute to the development and implementation of the product/ service; ensure that the service is properly executed to achieve Bank objectives. The incumbent will support the implementation of the DFS work plan in line with Bank Strategy, Agent Banking policy, procedures and internal customer expectations. The jobholder will also track expenditure and ensure it is in line with work plan and budget requirements. Ensure modification of any changes to reflect the actual ground expenditure.
Key Duties and Responsibilities:
Agent Banking Management:
· Review and update the existing Agent network strategy and network development KPIs to ensure that the development and expansion of the network meets the needs of the business
· Manage the development of the network against these KPIs and create regular reports communicating progress made against these targets
· Manage the selection and recruitment of new Agents to the network ensuring quality recruitment
· Manage the delivery of all training given to Agents and ensure that the content and structure of Agent training courses are kept up to date
· Review and update the Agent performance KPIs and manage the Agent evaluation process to ensure that all Agents are delivering high levels of customer service
· Ensure that all Agents comply with all applicable operational guidelines and identify, report and address any fraud that occurs within the network
· Put in place structures and procedures to receive and respond to customer and staff feedback in regards to the performance of Agents and improvements to service/ product.
· Ensure that all new initiatives aimed at the service, recruitment and retention of customers are implemented across the Agent network including new functionalities available through the Agent Banking service as well as marketing initiatives.
· Ensure that Agents have sufficient liquidity to meet customer needs through the management of the liquidity forecasting and delivery processes. Ensure that liquidity is delivered to Agents in a timely and cost effective manner
· Manage the activities of all third parties recruited by OBUL to assist with the development and operation of the network
· Manage the relationship between OBUL and the Agents and ensure that Agents are motivated and contented in their work and ensure effective communication between OBUL and Agents
People Management:
· Provide training and support to staff and Agents in line with the Agent banking strategy, Agent procedures manual.
Risk Management and Compliance:
· Identify risk factors and establish frameworks to mitigate risk under Agent Banking in line with risk management dashboards and Bank policies.
· Ensure compliance with product policy and procedures as well as compliance with the regulator which is Key to the product maturity.
Qualifications, Skills and Experience:
· The applicant must hold a Bachelor’s degree from a reputable institution
· Extensive experience of developing and supervising a network of Agents or merchants and be able to demonstrate previous success in such a role.
· Experience in report writing
· Demonstrated ability to also work as a part of a team
· Good communication skills (oral and written)
· Analytical and numerical skills involve reading and interpreting financial reports, analyzing trends, financial/business management skills to a high level in order to drive strategy
· Advanced process management skills
· Good knowledge of IT and Microsoft packages
· Great people management skills with a focus on Customer centricity
· Problem solving and critical analytical thinking
· Planning ahead and quick resolution
· Creativity and innovative solutions with a benchmarking approach
· Knowledge on sign language is an added advantage.
Opportunity Bank is an equal opportunity employer. All qualified candidates are encouraged to apply, regardless of disability, gender, marital status, religion and ethnicity.
How to Apply:
All suitably qualified and interested candidates should send their signed application letters together with their curriculum vitae to hr@opportunitybank.co.ug
NB: Kindly note only applicants who meet the minimum requirements will be contacted. All positions will be filled in accordance with our Employment Equity plan. We also encourage people with disabilities to apply
Deadline: Tuesday 27th October 2020