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With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

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Job Summary

• Strategic leadership in establishing and implementing the Agency Banking model in line with the Bank’s overall objectives of providing customers with alternate channels of service while achieving cost efficiency
• Overseeing processes in recruitment, training and supervision of all agents attached to the branch network
• Grow and manage the agent recruitment and distribution network across Zambia within the stipulated regulatory framework as provided for by the Bank of Zambia guidelines.

Job Description

Key Accountabilities

Accountability: Achieving Business Performance – Sales and Service: – (55%)

Outputs:

Recruitment of agents. Managing stakeholder relationships.
Revenue growth through driving transaction volumes.
Build and manage relationships with key corporate.
Monitoring of agency activities /transactions and ensure that complaints / queries are resolved within SLA.
Lead channel migration to drive agent transactions by developing value add services to be conducted on POS, mobile phone/tablet.
Develop tailor made cash management solutions on the agency platforms to meet individual corporate entity needs.
Analyze market dynamics and intelligence, changes and competition to make the agent business ahead of the competition with relevant solutions.
Monitor availability and reliability of the systems for seamless agent transactions. Escalate downtime issues to support teams promptly.
Supervise the sales and support teams and ensures SLAs are met.
Promote brand visibility through marketing and communication.
Manage agent compensation structure.

Compliance, Governance and Controls 20%

Outputs:

Update risk assessment reports on agency operations.

Ensure adherence to policies and procedures on provision of services through agents.

Appraisal of agents to establish their potential based on KYC procedures, financial ability, business prospects, personality, social standing in the community and other criteria as shall be established from time to time.

Training of agents and bank staff.

Ensuring that agents comply with BOU prudential guidelines as well as contractual obligations with the bank

Business Management 20%

Outputs:

Identify priority entities for potential new business
Research; identify needs for new products for customers and a target list.

Team and Self development 5%

Outputs:

Day-to-day coaching and co-ordination of staff to ensure delivery of objectives
Build strong relationships with the Branch network to ensure working together to realizing value from the agents linked to them
Share knowledge and experiences with network staff of all functions

Provide cover for other team members when required to.

Agree annual performance objectives with the team leader.

Pursue continued improvement in personal development by participating in development programmes and training.

Governance, Control and Risk 5%

Outputs

Understand technical/regulatory matters affecting the business. Ultimate responsibility for the continuing compliance.
Ensure Governance, Compliance, Risk and Control are implemented and adhered to meet Group Standards by Centre. Staff at all levels to be clear on what is expected of them. Any new regulatory or Group requirements are implemented and reviewed throughout Absa group in a timely fashion.

Role / Person Specification

Role Specific:

Analytical skills and an eye for detail
Commercial awareness
Numerical skills
Planning and organisational skills
Ability to understand broader business issues
Communication and presentation skills
Formulating strategies and concepts
Persuading and influencing
Presenting and communicating information
Clear and concise writing and reporting

Person Specific:

Excellent leadership skills
Advanced understanding of the nature and dynamics of the banking industry
Ability to prepare and present proposals for the assigned business units and products
Negotiation skills
Risk management skills
Project and Change management track record of business risk management
Successful delivery of business and cultural change and delivery and embedding of associated benefits.
Experience of Bank operations management at a senior level
Good interpersonal skills
Project management skills
Planning and organising skills
Resilience and flexibility
Quality/excellence mindset
Business management skills
Customer service orientation
Results focussed

Education and Experience Required

Preferred: Degree in Business Administration or any business-related course Qualification
Essential: Degree or relevant professional qualification
Experience:

Minimum 5 years work experience.
Experience of working in a multinational, multi-segment, environment with matrix reporting.
Awareness of cultural differences and varying legal/regulatory environments.
Banking or Financial services industry related knowledge.
Knowledge & Skills: Essential

Knowledge & Skills:

The jobholder will be required to have a detailed knowledge of the core set of Retail Products and Services.
For products, a good knowledge will be required sufficient to:-
Recognize the changing needs of the customer.
Identify products/service that best satisfies customer need.
Introduce the products/services in the agency network.
Co-ordinate the introduction of the relevant products.
Deal with any issues arising as required.
A good knowledge of the products & services available in bank functions is also required to satisfy the individual financial needs of business owners/key individuals.
The jobholder will require a broad understanding of policies and strategies across the Group as they relate to the demands of the customer base.
Competencies:

Personal Attributes:

Relationship Management
Negotiation and Communication skills
Interpersonal skills
Selling & influencing skills
Strong team leadership
Personal organization and initiative e.g. diary management
Business Awareness
Business Management
Team-working: building and developing high performance
Networking skills
Drive for results.
High controls standards
Coaching and training
Decision making
Analytical, presentation and facilitation skills
Good knowledge of the banks products and services.
Education

Higher Diplomas: Business, Commerce and Management Studies (Required)