An exciting role has opened up for a Regional Manager. To effectively support, coach, and performance manage a rapidly growing network of SMH agents within an appointed region, the Regional Manager reports directly to the Operations Supervisor. This position is responsible for overseeing the functioning of all SMH booths within specific regions based in Zimbabwe to ensure they are functioning optimally and in accordance with regulations. This position is also responsible for identifying ways to expand the operations within their region. They must compile and submit required reports. Internal Liaison takes place with internal staff. External liaison takes place with all 3rd party suppliers and customers.
Duties and Responsibilities
Query Resolution:
-Manage all queries on the ground
-Respond to escalated queries from service providers
-Solve issues encountered for transactions within the region
Brand Awareness:
-Identify ways to grow the region
-Provide information regarding Mukuru/SMH services
-Explain to potential customers what Mukuru/SMH does and how transfers work
-Provide potential customers with the various locations where money can be sent
-Uphold and professionally promote the Mukuru/SMH brand
-To Investigate Potential New Locations for Booths
-Respond to suggestions regarding new locations for booths
-Conduct a site visit to the specific area
-Identify the need and whether it is a viable opportunity
Compliance:
-Maintain good relations with site owners and local authorities
-Carry out inspections on booths to ensure they are running effectively
-Monitor that agents are abiding by trading hours
-Oversee that staff carry out due care and management of property and maintenance marketing materials
-Monitor that staff maintain their knowledge of products and services, as well as changes in regulations
-Monitor that booth appearance is top notch and brand compliant
World-Class Customer Service:
-Ensure staff’s presentation and service level are of a standard of excellence
-Gauge customer satisfaction
-Address any issues and customer complaints
-To Monitor the Zimbabwe Market and Gather Market Intelligence
-Monitor competitor activity, product offerings, and advertising in and around our agent locations
-Gather all relevant market intelligence
-Report and provide recommendations for business development opportunities
Qualifications and Experience
-Grade 12 or equivalent (Essential)
-Relevant degree/diploma (Desirable)
-2 years’ experience in a supervisory role in a financial services environment (Essential)
-Knowledge of foreign exchange
-Knowledge of exchange control regulations
-Knowledge of FICA regulations
-Knowledge of money laundering
-Knowledge of MMT Store management
-Knowledge of HR principles
Additional Skills:
-Multitasking skills
-Computer skills (MS Office)
-Telephone skills
-Verbal communication skills
-Organisational & administrative skills
-Conflict management skills
-Attention to detail
-Interpersonal skills
