Customer Service Jobs – Agent Banking Supervisor – Opportunity Bank
Job Title: Agent Banking Supervisor
Organisation: Opportunity Bank
Duty Station: Kampala, Uganda
Reports to: Digital Finance Solutions Manager
About US:
Opportunity Bank (U) Ltd is a leading provider of microfinance services in Uganda with huge expansion plans. The Bank is a member of the MyBucks SA group, a leading FINTECH provider and Opportunity International, a global microfinance institution serving over 3 Million in different countries.
Job Summary: The Agent Banking Supervisor will mainly manage the development and operation of its Agent network to ensure that a high level of service is provided to its customers.
Key Duties and Responsibilities:
- Review and update the existing Agent network strategy and network development KPIs to ensure that the development and expansion of the network meets the needs of the business
- Manage the development of the network against these KPIs and create regular reports communicating progress made against these targets
- Manage the selection and recruitment of new Agents to the network
- Manage the delivery of all training given to Agents and ensure that the content and structure of Agent training courses are kept up to date
- Review and update the Agent performance KPIs and manage the Agent evaluation process to ensure that all Agents are delivering high levels of customer service
- Ensure that all Agents comply with all applicable operational guidelines and identify, report and address any fraud that occurs within the network
- Put in place structures and procedures to receive and respond to customer and staff feedback in regards to the performance of Agents
- Ensure that all new initiatives aimed at the service, recruitment and retention of customers are implemented across the Agent network including new functionalities available through the in-house service and marketing initiatives
- Ensure that Agents have sufficient liquidity to meet customer needs through the management of the liquidity forecasting and delivery processes. Ensure that liquidity is delivered to Agents in a timely and cost effective manner
- Manage the activities of all third parties recruited by OBUL to assist with the development and operation of the network
- Manage the relationship between OBUL and the Agents and ensure that Agents are motivated and contented in their work and ensure effective communication between OBUL and Agents
- Ensure that Agents are highly visible to customers and build a strong brand within the market in conjunction with the OBUL brand. Ensure that all customers and staff know the location of Agents in their area
- Manage the Agent network expansion to ensure an effective partnership with ALL stakeholders as they develop their Agent networks
Qualifications, Skills and Experience:
- The applicant must hold a Bachelor’s degree from a reputable University
- Achievement orientated-Set and meet aggressive goals, overcome obstacles and create a results- oriented environment.
- Significant experience of developing and supervising a network of Agents in a similar environment and be able to demonstrate previous success in such a role.
- Customer orientated – Embody a strong customer orientation and seek new and better ways to serve customers
- A Good Communicator- Communicate well, both verbally and in writing. Effectively convey and share information with others
How to Apply:
All suitably qualified and interested candidates should send their signed application letters together with their curriculum vitae to: The Human Resource Manager, Opportunity Bank Uganda Limited, Plot 1259, Old Kiira road, P.O. Box 33513, Kampala. Uganda
Email to: hr@opportunitybank.co.ug
Deadline: 22nd February 2019
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