Job Description

• Agent Onboarding & Administration (25%)
• Support the recruitment, onboarding, and activation of Super Agents and Retail Agents.
• Verify onboarding documentation and ensure completeness of KYC and compliance requirements.
• Coordinate agent registration, profile maintenance, and system setup.
• Maintain accurate records of all agents and related documentation.
• Support agent contract administration and renewal processes.

Operational Support (20%)

• Serve as the first point of contact for agent operational queries and support requests.
• Monitor agent activation, transaction activity, and service utilization.
• Escalate and track resolution of operational issues affecting agents.
• Support agent liquidity management and cash monitoring activities.
• Ensure timely processing of agent requests and service tickets.

Agent Relationship Support (10%)

• Maintain regular engagement with agents to ensure high service standards.
• Support agent retention and engagement initiatives.
• Coordinate communication of new products, services, policies, and promotions to agents.
• Assist in gathering feedback from agents and customers to improve service delivery.

Compliance & Risk Monitoring (10%)

• Ensure agents comply with operational procedures, KYC requirements, AML/CFT guidelines, and internal policies.
• Support periodic agent reviews and compliance checks.
• Escalate suspicious activities, operational incidents, and compliance violations.
• Assist in implementation of risk mitigation and fraud prevention measures.
• Support audit and regulatory compliance activities.

Training & Capacity Building (10%)

• Coordinate agent training and refresher programs.
• Support development of training materials and operational guides.
• Educate agents on products, compliance requirements, service standards, and operational procedures.
• Monitor training participation and effectiveness.

Performance Monitoring & Reporting (10%)

• Monitor agent transaction volumes, activity levels, and network performance.
• Prepare periodic reports on agent performance, onboarding, compliance, and operational metrics.
• Track key service delivery indicators and escalate performance concerns.
• Support data collection and analysis for business reviews and decision-making.

Customer Experience Support (10%)

• Support prompt resolution of customer and agent complaints.
• Monitor service quality across the agency network.
• Ensure adherence to customer service standards.
• Identify opportunities to improve customer and agent experience.

Agent Due Diligence & KYC (5%)

• Conduct agent due diligence, background verification, and onboarding compliance reviews.
• Ensure proper KYC documentation and compliance records are maintained for all agents.
• Support periodic reviews and recertification of agents in line with regulatory requirements.
• Review agent ownership structures and risk profiles to ensure compliance with Bank standards.

MINIMUM POSITION QUALIFICATION REQUIREMENTS

Academic & Professional

Particulars Detail Specific Field or Qualification Need Type[1]

• Education Bachelor’s Degree Bachelor in Banking/Finance/ Business Administration/ Economic/ Marketing or equivalent RQ
• Professional Qualifications Business field AA
• Master’s Degree Business Administration AA

Experience

Total Minimum No of Years Experience Required

3

• Support the recruitment, onboarding, and activation of Super Agents and Retail Agents.
• Verify onboarding documentation and ensure completeness of KYC and compliance requirements.
• Coordinate agent registration, profile maintenance, and system setup.
• Maintain accurate records of all agents and related documentation.
• Support agent contract administration and renewal processes.
• Serve as the first point of contact for agent operational queries and support requests.
• Monitor agent activation, transaction activity, and service utilization.
• Escalate and track resolution of operational issues affecting agents.
• Support agent liquidity management and cash monitoring activities.
• Ensure timely processing of agent requests and service tickets.
• Maintain regular engagement with agents to ensure high service standards.
• Support agent retention and engagement initiatives.
• Coordinate communication of new products, services, policies, and promotions to agents.
• Assist in gathering feedback from agents and customers to improve service delivery.
• Ensure agents comply with operational procedures, KYC requirements, AML/CFT guidelines, and internal policies.
• Support periodic agent reviews and compliance checks.
• Escalate suspicious activities, operational incidents, and compliance violations.
• Assist in implementation of risk mitigation and fraud prevention measures.
• Support audit and regulatory compliance activities.
• Coordinate agent training and refresher programs.
• Support development of training materials and operational guides.
• Educate agents on products, compliance requirements, service standards, and operational procedures.
• Monitor training participation and effectiveness.
• Monitor agent transaction volumes, activity levels, and network performance.
• Prepare periodic reports on agent performance, onboarding, compliance, and operational metrics.
• Track key service delivery indicators and escalate performance concerns.
• Support data collection and analysis for business reviews and decision-making.
• Support prompt resolution of customer and agent complaints.
• Monitor service quality across the agency network.
• Ensure adherence to customer service standards.
• Identify opportunities to improve customer and agent experience.
• Conduct agent due diligence, background verification, and onboarding compliance reviews.
• Ensure proper KYC documentation and compliance records are maintained for all agents.
• Support periodic reviews and recertification of agents in line with regulatory requirements.
• Review agent ownership structures and risk profiles to ensure compliance with Bank standards.

• Bachelor in Banking/Finance/ Business Administration/ Economic/ Marketing or equivalent (Required)
• Business field (Added Advantage)
• Master's Degree in Business Administration (Added Advantage)