Manager Agency Banking

Job Title

Agent Network Growth & Management (50%), Business Development & Performance (10%), Product & Service Management (10%), Operations & Service Delivery (10%), Compliance, Risk & Governance (10%), Training & Capacity Building (5%), Reporting & Analytics (5%)

Responsibilities

• Recruit, onboard, and manage Super Agents and Retail Agents in assigned regions and markets.
• Drive the expansion of the agency banking network in line with business growth objectives.
• Identify opportunities to increase agent coverage and penetration in underserved and strategic locations.
• Develop initiatives to improve agent productivity, activity levels, and business performance.
• Manage agent relationships and ensure high levels of engagement and retention.
• Carry out competitor’s survey to guide development of pricing strategies, service offering, product development, and customer service programs.
• Revenue management to control commission leakages
• Drive customer acquisition, transaction growth, and revenue generation through the agency channel.
• Monitor agent performance and implement initiatives to improve transaction volumes and profitability.
• Execute market development activities to increase awareness and usage of agency banking services.
• Support implementation of sales campaigns, promotions, and business growth initiatives.
• Track and manage achievement of business targets and KPIs.
• Support the deployment and management of agency banking products and services on Agency Banking channels.
• Promote adoption of services including cash deposits, withdrawals, account opening, funds transfers, bill payments, merchant payments, and other digital financial services.
• Benchmark the products & services offered by KCBT agents versus others in the market, ensuring the Agency Banking by KCBT becomes a market leader.
• Gather customer and agent feedback to support service enhancements and product improvements.
• Work closely with Product and Technology teams to improve channel capabilities.
• Ensure efficient onboarding, activation, and operational support of agents.
• Monitor agent liquidity levels and support liquidity management initiatives.
• Coordinate resolution of operational issues affecting agents and customers.
• Ensure agents comply with operational procedures and service standards.
• Drive continuous improvement of customer experience across the agency network.
• Ensure compliance with Bank of Tanzania regulations, AML/CFT requirements, KYC standards, and internal policies.
• Conduct agent due diligence, monitoring, and periodic reviews.
• Monitor operational, fraud, liquidity, and reputational risks across the network.
• Ensure adherence to established governance frameworks and operational controls.
• Support internal audits, regulatory inspections, and compliance reviews.
• Conduct agent training, coaching, and awareness programs.
• Build agent capability in sales, customer service, compliance, operations, and liquidity management.
• Ensure agents are adequately equipped to deliver quality customer service.
• Promote adherence to KCB service standards and brand requirements.
• Monitor network performance, profitability, customer acquisition, and transaction trends.
• Prepare periodic business performance and management reports.
• Utilize data analytics to identify growth opportunities and areas requiring intervention.
• Track agent activity, service quality, and business outcomes against targets.

Qualifications

1. Academic & Professional

   Particulars	Detail	Specific Field or Qualification	Need Type
   Education	Bachelor’s Degree	Bachelor in Banking/Finance/ Business Administration/ Economic/ Marketing or equivalent	RQ
   	Professional Qualifications	Business field	AA
   	Master’s Degree	Business Administration	AA