Agency Banking Operations Supervisor – Absa (February 2025)

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Job Title: Agency Banking Operations Supervisor

Job Summary:

As an Agency Banking Operations Supervisor, you will oversee and optimize agency banking operations, ensuring seamless transaction processing, agent recruitment, training, and compliance with regulatory policies. Your role will involve daily operational supervision, resolving discrepancies, and maintaining operational integrity.

Key Responsibilities

1. Operational Oversight (70%)

• Prepare and distribute monthly financial performance reports for the Agency Banking Channel, including regulatory reports.
• Supervise daily agency banking activities to ensure smooth operations.
• Address transaction-related issues, discrepancies, customer complaints, and system errors.
• Collaborate with branch agent champions to resolve operational challenges.
• Work closely with internal teams (branches, digital channels, marketing, IT, risk management) and external vendors to ensure seamless operations.
• Conduct monthly performance reviews to identify underperforming or inactive agents and provide necessary support.
• Ensure all approved agents receive training, branding, and activation.
• Lead and mentor agency banking champions to enhance performance and customer service.
• Monitor productivity levels of agents and champions based on daily performance metrics.
• Oversee system uptime and incident/risk event reporting related to agency banking operations.
• Track and manage marketing collateral stock, ensuring distribution to agents through branches.

2. Governance and Compliance (20%)

• Conduct agent risk assessments, spot checks, and compliance monitoring per Bank of Tanzania (BOT) guidelines and agency banking policies.
• Identify and mitigate operational risks while continuously improving processes.
• Maintain agency banking risk registers and escalate any identified conduct risks.
• Analyze customer satisfaction surveys to identify and address service issues.
• Ensure strict adherence to anti-money laundering (AML), fraud prevention, and other regulatory measures.
• Track compliance with agreed sales processes through regular audits.
• Monitor and escalate unresolved issues from monthly Key Risk Indicator (KRI) reports.

3. Product Training (10%)

• Ensure agents receive ongoing training on compliance, fraud prevention, customer service, and banking procedures.
• Conduct training sessions for agency banking champions to improve service delivery.
• Organize agency banking awareness sessions via WhatsApp groups and other platforms.

Risk and Control Objectives

• Ensure secure and efficient banking operations through agents while minimizing risks.
• Maintain compliance with internal policies and regulatory frameworks.
• Regularly review risk registers and escalate any concerns to senior management.

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Required Skills & Competencies

Technical Skills & Experience

• 2-3 years of experience in agency banking or related financial services, with at least 1-2 years in operations.
• Proficiency in transaction processing, reconciliation, and financial reporting.
• Strong understanding of banking regulations related to agent banking.
• Expertise in agency banking platforms, Microsoft Office Suite (Excel, PowerPoint), and financial management tools.
• Excellent communication skills (oral and written).
• Familiarity with fraud monitoring and detection systems.
• Ability to generate financial reports, track transactions, and assess the financial health of agency banking operations.

Knowledge & Expertise

Essential:

• Deep understanding of banking regulations and compliance requirements for agency banking.
• Knowledge of financial service offerings and strategic partnerships related to agency banking.
• Experience in cash handling, liquidity management, and agent account reconciliation.
• Strong grasp of consumer behavior, marketing techniques, and emerging industry trends.

Preferred:

• Prior experience in Agency Banking Operations is a strong advantage.

Absa Values

At Absa, we uphold the highest standards of professionalism and integrity. Our core values guide our actions and define how we serve our customers and communities:

• Trust – We act with honesty and integrity in all that we do.
• Resourcefulness – We innovate and adapt to deliver the best solutions.
• Stewardship – We are responsible for creating long-term value.
• Inclusion – We embrace diversity and empower individuals.
• Courage – We take bold steps to drive positive change.

Education Requirements

• Higher Certificates and Advanced National (Vocational) Certificates in Business, Commerce, or Management Studies (Required).

How to Apply

This is a full-time position. To submit your application, please follow the link below: