The holder of this position is charged with the responsibility of ensuring that agency operations run smoothly and that the overall targets are met while ensuring compliance and the bank’s internal control policies and procedures.

Key Responsibilities

• Support the Branch Digital Channels Trainees and the Managers in agent operational management.
• Coordinate with the Agency Banking team on operational and logistical activities –dispatch of marketing and trading tools to the market.
• Activate agents in the system.
• Support in the on-boarding process for all agents.
• Handling all escalations and feedback mechanisms for issues to and from the different departments and teams in the Bank regarding agency banking.
• Generate regular reports as may be required from time to time by the various teams including the regulatory monthly reports.
• Support both internal & External teams –to ensure optimized customer services across the agent channel network –including the KYC process for both agent and customer.
• Keeping and tracking records of all agency banking activities.
• Ensuring safe custody of all agent onboarding documents as well as Agent POS machines.
• Setting up of agents in the trans ware system and ensuring that agents have machines to enable them to operate.
• Establish and review key operational risk indicators/key control standards and implement action plans to minimize the Bank’s exposure to fraud and losses in the agency space.
• Develop, implement, and enforce agency Banking Operations policies, processes, and procedures.