Job Description

Location: Tanzania, United Republic of Tanzania

Strategic Leadership & Business Growth (20%)

• Develop and execute the Agency Banking strategy in alignment with the Bank’s business, digital transformation, and financial inclusion objectives.
• Lead the expansion of the Agency Banking network to support customer acquisition, market penetration, and revenue growth.
• Drive business performance through increased transaction volumes, active agents, customer adoption, and channel profitability.
• Identify emerging market opportunities and develop innovative solutions to enhance channel competitiveness and growth.
• Develop and implement annual business plans, budgets, targets, and growth initiatives for the Agency Banking business.

Agent Network Growth & Management (30%)

• Lead the recruitment, onboarding, accreditation, and management of Super Agents and Retail Agents across Tanzania.
• Establish a scalable, high-performing, and sustainable nationwide agency network.
• Develop agent segmentation, performance management, retention, and incentive frameworks.
• Build strategic relationships with key agents and ecosystem partners to enhance network growth and service reach.
• Ensure optimal geographic distribution and coverage of agents in line with business objectives.
• Manage agent relationships and ensure high levels of engagement and retention.
• Carry out competitor surveys to guide the development of pricing strategies, service offerings, product development, and customer service programs.
• Effectively manage revenue to control commission leakages.

Channel Product & Services Management (10%)

• Oversee the management and growth of Agency Banking products and services.
• Expand the portfolio of services available through agents, including deposits, withdrawals, account opening, bill payments, collections, loan repayments, merchant payments, and digital financial services.
• Collaborate with Product, Technology, and Business teams to introduce innovative solutions that drive agent and customer adoption.
• Lead initiatives to enhance customer value propositions and agent business economics.

Stakeholder & Partnership Management (10%)

• Build and manage strong relationships with regulators, industry bodies, technology providers, aggregators, and strategic partners.
• Collaborate with internal business units to drive customer acquisition and deepen usage of Agency Banking services.
• Represent the Bank in industry forums and initiatives related to financial inclusion and agent banking.

Governance, Risk and Compliance (10%)

• Establish and maintain governance frameworks, policies, procedures, and operating standards for Agency Banking.
• Ensure full compliance with Bank of Tanzania regulations, AML/CFT requirements, KYC standards, and internal policies.
• Lead the identification, assessment, and mitigation of operational, fraud, liquidity, reputational, and compliance risks within the agent network.
• Oversee internal audits, regulatory reviews, compliance assessments, and implementation of corrective actions.
• Ensure effective control mechanisms are in place to safeguard the Bank, customers, and agents.

Operations & Service Delivery (10%)

• Oversee Agency Banking operations to ensure efficiency, reliability, and service excellence.
• Monitor agent liquidity levels, transaction volumes, service quality, and operational performance.
• Drive continuous improvement of operational processes, systems, and service delivery standards.
• Ensure timely resolution of agent operational issues and escalation of critical incidents.
• Collaborate with Operations and Technology teams to improve channel reliability and customer experience.

Training & Capacity Building (5%)

• Develop and implement agent training and certification programs.
• Build agent capabilities in customer service, compliance, liquidity management, sales, and operational excellence.
• Ensure continuous support and coaching for agents and field teams.
• Promote a culture of high performance, customer focus, and regulatory compliance across the network.

Reporting & Analytics (5%)

• Leverage data analytics and business intelligence to monitor network performance, profitability, productivity, and customer behavior.
• Develop performance dashboards and management reports to support business decision-making.
• Track key performance indicators and implement corrective actions where necessary.
• Drive data-driven initiatives to improve agent activity, transaction growth, and channel profitability.

Minimum Position Qualification Requirements

Academic & Professional Qualifications

Education: Bachelor’s Degree.

Required field: Banking, Finance, Business Administration, Economics, Marketing, or an equivalent qualification.

Professional qualification: A professional qualification in a business field is an added advantage.

Master’s Degree: Business Administration is an added advantage.

Work Experience

Minimum of 8 years of relevant work experience.

• Develop and execute the Agency Banking strategy in alignment with the Bank’s business, digital transformation, and financial inclusion objectives.
• Lead the expansion of the Agency Banking network to support customer acquisition, market penetration, and revenue growth.
• Drive business performance through increased transaction volumes, active agents, customer adoption, and channel profitability.
• Identify emerging market opportunities and develop innovative solutions to enhance channel competitiveness and growth.
• Develop and implement annual business plans, budgets, targets, and growth initiatives for the Agency Banking business.
• Lead the recruitment, onboarding, accreditation, and management of Super Agents and Retail Agents across Tanzania.
• Establish a scalable, high-performing, and sustainable nationwide agency network.
• Develop agent segmentation, performance management, retention, and incentive frameworks.
• Build strategic relationships with key agents and ecosystem partners to enhance network growth and service reach.
• Ensure optimal geographic distribution and coverage of agents in line with business objectives.
• Manage agent relationships and ensure high levels of engagement and retention.
• Carry out competitor surveys to guide the development of pricing strategies, service offerings, product development, and customer service programs.
• Effectively manage revenue to control commission leakages.
• Oversee the management and growth of Agency Banking products and services.
• Expand the portfolio of services available through agents, including deposits, withdrawals, account opening, bill payments, collections, loan repayments, merchant payments, and digital financial services.
• Collaborate with Product, Technology, and Business teams to introduce innovative solutions that drive agent and customer adoption.
• Lead initiatives to enhance customer value propositions and agent business economics.
• Build and manage strong relationships with regulators, industry bodies, technology providers, aggregators, and strategic partners.
• Collaborate with internal business units to drive customer acquisition and deepen usage of Agency Banking services.
• Represent the Bank in industry forums and initiatives related to financial inclusion and agent banking.
• Establish and maintain governance frameworks, policies, procedures, and operating standards for Agency Banking.
• Ensure full compliance with Bank of Tanzania regulations, AML/CFT requirements, KYC standards, and internal policies.
• Lead the identification, assessment, and mitigation of operational, fraud, liquidity, reputational, and compliance risks within the agent network.
• Oversee internal audits, regulatory reviews, compliance assessments, and implementation of corrective actions.
• Ensure effective control mechanisms are in place to safeguard the Bank, customers, and agents.
• Oversee Agency Banking operations to ensure efficiency, reliability, and service excellence.
• Monitor agent liquidity levels, transaction volumes, service quality, and operational performance.
• Drive continuous improvement of operational processes, systems, and service delivery standards.
• Ensure timely resolution of agent operational issues and escalation of critical incidents.
• Collaborate with Operations and Technology teams to improve channel reliability and customer experience.
• Develop and implement agent training and certification programs.
• Build agent capabilities in customer service, compliance, liquidity management, sales, and operational excellence.
• Ensure continuous support and coaching for agents and field teams.
• Promote a culture of high performance, customer focus, and regulatory compliance across the network.
• Leverage data analytics and business intelligence to monitor network performance, profitability, productivity, and customer behavior.
• Develop performance dashboards and management reports to support business decision-making.
• Track key performance indicators and implement corrective actions where necessary.
• Drive data-driven initiatives to improve agent activity, transaction growth, and channel profitability.

• Bachelor’s Degree in Banking, Finance, Business Administration, Economics, Marketing, or an equivalent qualification.
• A professional qualification in a business field is an added advantage.
• Master’s Degree in Business Administration is an added advantage.