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Job Title:  Manager Agency Banking & Biller Payments

Organisation: Equity Bank Uganda Limited

Duty Station:  Kampala, Uganda

Reports to: Senior Manager – Payments & Channels

About Organisation:

Equity Bank Uganda Limited is one of the region’s leading banks whose purpose IS to transform the lives and livelihoods of the people of Africa socially and economically by availing them modern, inclusive financial services that maximize their opportunities. With a strong footprint in Uganda, Kenya, Tanzania, Rwanda, Southern Sudan and DR Congo, Equity Bank is now home to more than 12 million customers, the largest customer base in the Eastern African Region.

Job Summary:  The job holder is responsible for growing the Bank’s Agency Platforms and development and execute strategies to grow Agency business, develop, plan, implement and execute Agency Banking operations and other financial inclusion initiatives in line with the Bank’s growth strategy.

The job holder will promote and implementation Agency Banking to meet customer expectations in relations to service, Develop and implementation of work plan in line with Bank Strategy, Agent Banking policy, procedures, and internal customer expectations. Ensure modification of any changes to reflect the actual ground expenditure.

Key Duties and Responsibilities:

• Develop and execute the agency banking and biller business strategy, aligned with the bank’s overall goals.
• Stay up-to-date with industry trends, emerging technologies, and competitor activity, identifying opportunities for innovation and growth.
• Manage and optimize agency banking and biller business operations, including transaction processing, settlement, and fraud prevention.
• Develop and manage budgets, resources, and vendor relationships to support agency banking and biller business initiatives.
• Ensure that all new initiatives aimed at the service, recruitment and retention of customers are implemented including new functionalities available through the Agent Banking service as well as marketing initiatives.
• Ensure that Agents have sufficient liquidity to meet customer needs through the management of the liquidity forecasting and delivery processes.
• Manage the relationship between EBUL and the Agents and ensure that Agents are motivated and contented in their work and ensure effective communication between EBUL and Agents
• Customer routine monitoring to support business and advice on growth.
• Contribute to the effective launch of new products to ensure favorable market response and optimum buildup of revenue.
• Develop jointly with the Head of Payments the sales strategy to meet country channel aspirations, in line with the overall Bank strategy.
• Identify and market-size new business opportunities and revenue pools and articulate the channel capabilities needed to seize a share of them.
• Provide regular reporting and insights on agency banking and biller business performance, customer behavior, and market trends.
• Responsible for the management of assigned new and enhanced products throughout their development life cycle to meet client specific requirements.
• Drive customer adoption and usage of agency banking and biller business channels, including mobile banking, internet banking, and physical agent networks.
• Ensure a seamless and intuitive customer experience across all channels, leveraging user experience design principles and customer feedback.
• To maintain high level of customer contact through, customer workshops, focus groups, client calls, product and concept research to ensure feedback is gained on product offerings, and modifications made as appropriate.
• Monitor overall service standards, maintain good relationship to ensure that quality of service to customers remains superior to competition.
• Lead & drive high levels of customer satisfaction.
• Coordinate with front line team & contact Center for quick customer responses.
• Ensure all digital platforms are up and running and follow closely closure of any downtimes.
• Follow up on customer service issues with the different units at Head Office, branches, and agent locations.
• Ensure that all Agents comply with all applicable operational guidelines and identify, report and address/report any fraud that occurs.
• Ensure 100% compliance to Policies & procedures.
• Drive & Ensure Satisfactory audit and ensures that there are no repeat findings.
• Ensure compliance on Audit, Control and financial reporting standards as they relate to PAC.
• Review and update the Agent performance and manage the Agent evaluation process to ensure that all Agents are delivering high levels of customer service.
• Capture competitor intelligence and regulatory information and use it to develop or reinforce our competitive edge.
• In close working coordination with the CEMs and RO PAC teams, drive utilization of all electronic channels
• Lead the Agency Banking and Biller Business team, providing guidance and oversight on product development, customer experience, and channel operations.
• Collaborate with cross-functional teams, including IT, Marketing, and Product Development, to ensure alignment and effective delivery of agency banking and biller business initiatives.
• Drive Channel Productivity
• Build and develop a high performing team – identify gaps and build capacity.
• Reinforce and drive the culture of PAC as Champions by training staff on new rollouts and ensuring local communication sessions are held in country.
• Provide training and support to staff and Agents in line with the Agent banking strategy, Agent procedures manual..

Qualifications, Skills and Experience:  

• Bachelor’s degree in Business Administration or related fields from a recognized university.
• 5+ years of experience in Agency Business /merchant service operations
• Proven track record of success in leading agency banking and biller business initiatives, driving customer adoption, and improving customer experience.
• Bachelor’s degree in Business Administration or related fields
• Excellent interpersonal, communication, and decision-making skills
• Minimum of 3-5 years’ experience in a banking/telecom environment with hands on in reconciliations and reporting
• Strong understanding of agency banking and biller business technologies, including mobile banking, internet banking, and physical agent networks.
• Excellent leadership and management skills, with the ability to motivate and guide cross-functional teams.
• Strong analytical and problem-solving skills, with the ability to interpret data and inform strategic decisions.
• Excellent communication and presentation skills, with the ability to articulate complex ideas and strategies to various audiences.
• Strong customer-centric mindset, with a focus on delivering exceptional customer experiences.
• Ability to work in a fast-paced environment, with a focus on innovation and continuous improvement.
• The ideal candidate should be a team player and self-starter
• Highly motivated, passionate individual with ability to multitask.
• Exceptional organizational skills.
• Ability to manage competing deadlines and work efficiently both autonomously and as a part of a team.

How to Apply:

If you believe you can clearly demonstrate your abilities to meet the criteria given above, please submit your job application cover letter along with a detailed resume, copies of the relevant certificates and testimonials in a single PDF file format, quoting the respective Job title in the subject field to recruitment@equitybank.co.ug

Deadline: Friday 3rd January 2025.

NB: Only short-listed candidates will be contacted. Equity Bank is an equal opportunity employer. We value the diversity of individuals, ideas, perspectives, insights and values, and what they bring to the workplace.

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