Role overview
What you'll be stepping into
KEY RESPONSIBILITIES /KEY DELIVERABLES
Field Execution & Support § Coordinate onboarding of agents and merchants in line with set targets. § Conduct field visits to provide ongoing support and resolve operational issues. § Ensure proper branding and visibility at agent and merchant locations. Training & Capability Building § Lead training of agents and merchants on products, systems, and processes. § Provide continuous coaching to improve performance and service delivery by agents and merchants. Performance Monitoring § Track agent and merchant activity levels and performance metrics. § Follow up on inactive or underperforming agents to drive productivity. § Provide regular feedback and reports to the Manager. Customer Service & Issue Resolution § Handle and escalate customer or agent complaints where necessary. § Ensure timely resolution of operational challenges. Compliance & Risk Control § Ensure that agents and merchants adhere to KYC, AML, and Bank policies § Monitor for suspicious activities and report accordingly to guard against fraud
BUSINESS BEHAVIOURS § Passion: Committed to excellence, delivering outstanding results and making a positive impact on our customers and stakeholders. § Teamwork: Collaborates, mutual respect, and diverse perspectives, to achieve shared success and deliver greater value to the Bank. § Integrity: Uphold honesty, transparency, and accountability, ensuring ethical practices in every action. § Innovation: Embrace creativity and forward-thinking, continually seek new solutions to enhance customer experience and drive business growth. QUALIFICATIONS, EXPERIENCE AND COMPETENCIES REQUIRED § A bachelor’s degree in a Business course or any related degree. § A professional certificate / Masters will be an added advantage § A minimum of Eight (8) years’ experience in sales with a proven track record to deliver results of which five (5) should have been at a senior management level.
How to apply