Manager Agency Service Support and Training Career Opportunity – Stanbic Bank

Job Title:           Manager Agency Service Support and Training
Organisation: Stanbic Bank
Duty Station: Kampala,
Job ID: 19496
About US:
Stanbic Bank Uganda Limited is a subsidiary of Stanbic Africa Holdings
Limited which is in turn owned by Standard Bank Group Limited (“the Group”),
Africa’s leading banking and financial services group. The Standard Bank Group
is the leading banking group focused on emerging markets. It is the largest
African banking group ranked by assets and earnings. Stanbic Bank Uganda
Limited is the largest bank in Uganda by assets and market capitalization. It
offers a full range of banking services through two business units; Personal
and Business Banking (PBB), and Corporate and Investment Banking (CIB).
Job Summary: The Manager
Agency Service Support and Training will be responsible for ensuring high
quality and consistent customer experience across Agency Banking through setting
service standards and monitoring service levels and addressing service lapses
Key Duties and
Setting Agent service Standards:
Set service delivery standards for Agents and
communicate them to Agents
Ensure proper and complete documentation for all
Agents and subagents
Manage the evaluation of potential Agents
against set standards
Manage the Agency account opening process and
ensure adherence to set procedures of        
account opening
Put in place a framework for measuring Agent service
level and quality
Take action to improve service levels
including    Agent training and
deregistration to achieve consistent high quality service
Measure quality of Agent service and take action
to improve    service levels to achieve
consistent high quality service
Champion Customer service and implementation of
the    quality service standards
Drive service initiates and activations to drive
adherence to service standards
Build a service culture amongst the agents by
managing the adherence to service standards
Analyze service trends (i.e. service lapses,
peak    times, system break down) and
provide solutions to the identified   
Curb negative publicity by promptly addressing
all    poor service issues identified by
customers at the Channel.
Manage Service Level Agreements for
respective    internal service
providers/enablers e.g. KOPC, CCC for the channel
Ensure Agents display current Tariff guides,
banking license, consumer protection guidelines, financial statements and any
other stationery as per regulatory requirements
Complaint and Query Resolution:   
Receive and resolve Agent and Customer queries
and complaints as stipulated in the Financial Consumer Protection Guidelines
Custodian of query management in the channel
including the capturing of queries, managing the turnaround time of query
resolution and escalate unresolved queries
Prepare and submit monthly returns on queries;
complaints and compliments; and queue 
management to the Head Agency Banking.
Carry out routine surprise checks to ensure
adherence to service standards
Agent Registration and Deregistration:
Manage Agent registration and deregistration
from the Agency Banking system
Manage the Agency    account opening process including archiving
of Agent documents
Ensure proper and complete documentation for all
Agents registered or deregistered.
Ensure proper and complete documentation for all
Agents as per regulations
Manage the evaluation of potential Agents
against set standards
 Agent performance management:
Manage relationships with Agents in line with
the banks strategic objectives
Monitor Agent revenue, transactions and
commissions against set targets and take   
action to address lapses
Develop and implement effective promotional
activities within Agency Banking: market   
storms, road shows and promotions
Calculate and pay Agent commissions correctly
and as per agreed schedule
Monitor Agent liquidity and float for business
Daily reconciliation of suspense accounts
Set operational procedures, systems and implementing
them to achieve required efficiency standards
Gather market intelligence for the improvement
of the channel and put in place plans to compete effectively
Agent branding and Merchandising:
Deliver suitable branding for Agencies and
monitor that it is displayed appropriately
Inventory management of all bank assets,
stationary and related branding items
Agency   Banking risk management:
Conduct risk self-assessment and develop and
execute a risk management plan to achieve  
effective risk management in Agency banking
Respond to and follow   through all service audit and risk issues
raised by auditors within agreed timelines and laid down procedures
Implement a risk register and management
framework for the channel
Qualifications, Skills and
The ideal candidate for the Stanbic Bank Manager
Agency Service Support and Training career opportunity must hold a Bachelor’s
degree in Business Administration or related course from a recognized
Quality Management: Knowledge of and
ability to implement all quality management   
policies and procedures.
Quality Management System Support:
Understands implements, manages and maintains quality    management systems and provides a support
service to the organisation. 
Root Cause Analysis: Knowledge and
application of techniques that can be 
applied to determine the cause of process or control failures.
How to Apply:
All candidates who wish to join the one of Africa’s biggest Banking
Groups, Standard Bank in the aforementioned capacity are encouraged to Apply
Online by visiting Link below.
Deadline: 25th October,
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