Agency Banking Operations Supervisor

Job Requisition ID: R-15971977

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

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Job Summary

• To oversee and ensure the efficient management of agency banking operations.
• To supervise daily activities related to recruitment, training, and activations within the agency banking team.
• Manage transaction processing, dispute resolution, reconciliation, and reporting.
• To ensure compliance with regulatory requirements, agency banking policies and procedures, and service level agreements.
• To resolve discrepancies in agency banking operations to maintain operational integrity.

Job Description

Job Responsibilities

Operational Oversight (70% of the total time)

• Prepare monthly financial performance reports of Agency Banking Channel and distribute on time to the relevant stakeholders including regulatory reports.
• Supervise daily agency banking activities ensuring smooth operations of the agency banking channel.
• Monitor and ensure the resolution of all transaction-related issues, including discrepancies, customer complaints, and system errors.
• Coordinate with branch agent’s champions to resolve any operational challenges or issues they may encounter.
• Work closely with other key stakeholders of the bank such as branches, Workplace Banking, Operations, digital channels, Technology, Retail Credits, Marketing and third-party vendor and third part vendor to ensure there is broad understanding of agency banking services and all its related issues are resolved timely.
• Conduct monthly agent performance review and identify shortfalls and inactive agents for visitation and support.
• Ensure agent champions are sharing visitation plans and call reports upon agent visitation to identify any issue arising from the agents.
• Ensure all approved agents are trained, branded and activated by branch agent’s champions.
• Lead, train, and mentor the agency banking champions team to improve performance and enhance customer service.
• Close monitoring and manage productivity of both agents and agent champions to ensure effective operations based on daily performances.
• Ensure uptime of agency banking system and incident/risk event reporting in case of system malfunction.
• Ensure that agency banking systems are functioning properly and collaborate with IT teams for system upgrades, troubleshooting, and maintenance.
• Tracking and keeping stock of all Marketing related collaterals including productions, distributions to agents through branches.

Governance and Control (20% of the total Time)

• Carry out agent risk assessments, snap checks, monitor compliance and safe operations of the agents as per BOT guidelines and agency banking policy and procedure manual.
• In collaboration with head of Agency Banking, identifying potential operational risks and implementing effective strategies to mitigate, ensuring the continuous improvement of processes and minimizing disruptions to operations.
• Complete monthly Key Risk Indicators, Agency banking Risk registers and escalation of conduct risk related to Agency Banking.
nafasi za kazi
• Review a customer satisfaction survey to identify channel related issues. Create action plans and implement changes to address such issues.
• Monitor adherence to agreed sales processes by conducting regular walk-through audits and checking documentation requirements.
• Monitor and enforce strict adherence to anti-money laundering (AML), fraud prevention, and other regulatory measures.
• Ensure agency banking training attestations are collected from branches.
• Tracking on the resolution of issues picked to have gone beyond the agreed thresholds from monthly KRI report.

Product Training (10% of the total Time)

• Ensure agents receive regular training on compliance, risk management, fraud prevention, customer service, and the bank's operational procedures.
• Lead, train, and mentor the agency banking champions team to improve performance and enhance customer service.
• Coordinate for agency banking awareness session on agents WhatsApp group and other platforms.

Risk and Control Objective

Ensure the efficient and secure operation of banking activities through agents, minimizing risks, and ensuring compliance with policies and regulations. Complete monthly Key Risk Indicators, Agency banking Risk registers and escalation of conduct risk related to Agency Banking.

Technical skills / Competencies

• Minimum of 2-3 years of experience in agency banking or a related financial services role, with at least 1-2 years in agency banking operations.
• Experience with transaction processing, reconciliation, and financial reporting in an agency banking environment.
• Having in-depth knowledge on banking regulatory framework and guidelines on Agent Banking
• Proficiency in using specialized agency banking platforms that connect agents with the bank’s central system for real-time data synchronization and transaction management, Microsoft Office Suite (especially Excel, power points), and other financial management tools.
• Having excellent oral and written skills as well as sound computer literacy
• Expertise in the use of fraud monitoring and detection systems that alert the supervisor to unusual or suspicious activities within the agency network.
• Competence in using financial management tools to generate reports, track transaction volumes, and evaluate financial performance of agency banking operations.

Knowledge, Expertise and Experience

Essential

• Having in-depth knowledge on banking regulatory framework and guidelines on Agent Banking
• A detailed understanding of service offerings in the wide financial services industry related to Agency Banking proposition and strategic partnerships to drive innovations.
• Expertise in cash handling, liquidity management, and reconciliation of agent accounts to ensure smooth operation and prevent discrepancies or shortages.
• Detailed knowledge of consumer behavior, marketing techniques and evolving trends.

Preferred

• A person already holding experience in Agency Banking Operations

Absa Values

Absa Values and Behaviors represent the set of standards which governs the actions of all of us who work for the bank and against which the performance of every one of us in Absa are being assessed and rewarded:

• Trust
• Resourceful
• Stewardship
• Inclusion
• Courage

Education

Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)