• Expanding and optimizing the distribution network through the creation and management of a high-quality agent network around their designated branch.
• This role involves recruitment and building strong relationships with agents, ensuring proper training, and monitoring performance to maximize business growth.
• Sustained strong engagement and service delivery level by ensuring sufficient resources aligned with number of banks Agents.

Job Description

Job Responsibilities

Agent Network Growth & Management

70% of the total time

• Search, assess, and recruit potential agents in all strategic locations in line with business plan.
• Perform due diligence on agent applications and ensure the approval process is adhered to.
• Ensure agents possess valid agency banking agreements and assist with contract signing.
• Distribute tools of trade (e.g., transaction slips, branding materials) to agents.
• Maintain a strong relationship with agents and address any complaints or disputes promptly, adhering to service level agreements (SLAs).
• Regularly monitor agent activities and conduct site visits to ensure operational efficiency and compliance.
• Track agents’ performance (transactions, revenue, and growth) and provide insights for improvement.
• Report any findings and market trends from monitoring visits to the head office.
• Dormancy Management for the Agents to be within minimum agreed threshold for the respective portfolio.
• Activations of onboarded agents within the minimum agreed thresholds

Governance and Control

20% of the total Time

• Ensure agents comply with the bank’s policies, KYC (Know Your Customer), AML (Anti-Money Laundering), and CFT (Counter Financing Terrorism) regulations.
• Ensure agents maintain proper internal branding (Agent tariff guide) and external branding (Absa Wakala signages) according to the bank’s standards for maximum visibility.
• Monitor agent transactions to identify and address suspicious or fraudulent activity. Regularly conduct audits and reviews to ensure that transactions are processed correctly, that there is no deviation from established processes, and that any discrepancies or issues are resolved promptly. The champion should also report performance and governance metrics to senior management.
• In collaboration with head of Agency Banking, identifying potential operational risks and implementing effective strategies to mitigate, ensuring the continuous improvement of processes and minimizing disruptions to operations.

Product Training

10% of the total Time

• Conduct training on Absa bank products & services, activations for newly approved agents and provide ongoing support to ensure agents are well-equipped to offer banking services.
• Ensure that agents and staff are properly trained on governance, compliance, and best practices. This includes educating agents about anti-money laundering (AML), Know Your Customer (KYC) regulations, and fraud detection measures.
• Ensure agency banking training attestations are collected and submitted to all stakeholders as evidence of the training conducted.

Risk and Control Objective

• Regularly assess the risk profile of each agent based on their transaction volumes, geographic location, and historical performance.
• Identify, assess, and report risks associated with the agency banking business, such as fraud, operational risks, and financial mismanagement.
• Continuously monitor for emerging risks in agency operations.
• Collaborate with agents banking stakeholders to address issues reported under KRIs Report and Agency Banking Risk Register.

Technical skills / Competencies

• Minimum of 1 year of sales experience in agency banking or a related financial services role.
• Experience in sales techniques, including prospecting, relationship building, and closing deals with potential agents.
• Strong negotiation, persuasion, and closing skills to onboard new agents and retain existing ones.
• Understanding a wide range of financial products and services offered via agency banking, including savings accounts, loans, bill payments, money transfers, and mobile banking services.
• Ability to explain and promote agency banking products to agents and customers, helping increase product uptake and market penetration.
• Having excellent oral and written skills as well as sound computer literacy
• In-depth knowledge of regulatory requirements like Know Your Customer (KYC), Anti-Money Laundering (AML), and data privacy laws affecting agency banking operations.

Knowledge, Expertise and Experience

Essential

• A comprehensive understanding of the agency banking business model, including how agents function as intermediaries between banks and customers, offering services like cash deposits, withdrawals, money transfers, and bill payments.
• Understanding of performance metrics and KPIs related to agency banking, including transaction volumes, agent growth, customer satisfaction, and product uptake.
• Ability to train agents to deliver excellent customer service and ensure that customers receive timely, accurate, and friendly assistance from agents.
• Ability to generate regular reports and insights, helping to drive decision-making, improve agent performance, and identify opportunities for growth or improvement.
• Ability to uphold and enforce high standards of professionalism and ethics in all dealings with agents, customers, and internal stakeholders.

Preferred

• A person already holding experience in Agency Banking Sales

Absa Values

Absa Values and Behaviors represent the set of standards which governs the actions of all of us who work for the bank and against which the performance of every one of us in Absa are being assessed and rewarded:

• Trust
• Resourceful
• Stewardship
• Inclusion

Courage

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)