Reporting to the Channels Manager, the incumbent is responsible for managing the operations of delivery channels, agency banking, internet banking, mobile banking, and agency banking in the Bank.

Key Responsibilities:

• Manage and roll out agents, internet, and mobile banking platforms.
• Taking an active role in ensuring that business targets are met.
• Monitoring the performance of digital channels and developing action plans to close any deviations that may exist due to non-performance.
• Ensuring that customer satisfaction levels are attained according to the bank’s strategy, and the section is offering delightful customer service.
• Managing dispute resolutions according to the agreed SLAs
• Reconcile all collection accounts.
• Processing of agent commission and charges (revenue collection) Training agent staff in AML/CFT, customer services, RBM agency banking guidelines, agency banking transacting procedures, and agency banking framework according to the laid down procedures and guidelines
• Through risk and audit, implement best practices and controls to mitigate the risk that might affect card production.
• Identify and play a crucial role in recruiting the bank’s own agents.
• Build and develop long-lasting agent relationships so as to ensure a quality agent network.

Qualifications/Experience:

• Bachelor’s degree in economics, banking and finance, business administration, accounting, information technology, management information systems, or any other relevant field from a recognised and accredited university.
• Five (5) years of experience in delivery channels such as ATMs, mobile banking, internet banking, etc., three (3) of which should at least have been at officer level.
• Sound knowledge of banking delivery channels and supporting technology systems.
• Good understanding of banking products and services related to internet banking, mobile banking, ATM machines, and cards
• Strong knowledge of Excel spreadsheet formulas and functionality
• Strong knowledge of computer applications includes Microsoft Office and Outlook
• Understands business fundamentals and practices and captures opportunities to deliver business results by applying a clear understanding of the commercial process.
• Sound knowledge of financial concepts and the ability to use them to describe events and incorporate the same in problem solving and decision-making Customer service orientation

Applications for the Position:

Interested applicants with the required qualifications and experience should submit their applications, along with a detailed Curriculum Vitae (CV) with the names of three traceable referees, to the Head of Human Resources and Administration, Centenary Bank, PO Box 31567, Lilongwe, or e-mail