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.. more

Administration, installation and support of all Wide Area Networks, Local Area Networks and Telecoms equipment that exist within Equity Bank (both branch and Head Office) including user administration, security, reliability and availability.
Participation as a key player in the setup of new branches by installing, configuring and supporting all newly installed network equipment.
General... technical support to all computer users, both emergency and routine.
Troubleshooting of all network issues to identify and resolve issues affecting users.
Support of internet connectivity to branches.
Ensuring that all IT users adhere to the Equity Bank IT policies.
Liaising with the IT Manager regarding any technical issues that affect operations at the branch and providing recommendations on how they should best be handled.
Assist with documentation for the IT department such as contributions to the IT manual, Technical Support documentation and other related IT documents.
Training of users where user knowledge / skills are deficient
Providing IT training to branch ICT contacts as required on basic network configurations, and VOIP telephony issues. more

Manage the payment processing function and support business metrics and indicators for a best-in-class payment service.
Serve as the escalation point for payment issues and work closely with the payments and front-line teams to quickly resolve issues.
Manage vendor relationships, and work with vendors to optimize customer experience and ensure adherence to service level agreements.
Ensure... that the clearing process is handled in line with the rules and regulations of the central bank.
Monitor SLA management, ensuring that internal and external customers are served within agreed timelines and breaches are identified and investigated.
Communicate plans and the state of our transaction processing to the Senior Manager Central Processing and Head of Operations
Responsible for strict cost management by conducting detailed analysis monthly of overtime approvals, stationary consumption, sundry losses, and staff costs.
Review monthly dashboard statistics e.g., leave, accuracy, work carried forward, queries, complaints, training etc.
Proactively contribute to embedding of agreed change management initiatives in support of quality improvement and cost reduction.
Develop and implement effective communication processes to ensure that Operational service and cost targets are understood by appropriate staff.
Develop and implement appropriate control processes to ensure that all elements of Operational risk, e.g. fraud, follow-up of Audit recommendations, are managed effectively across all areas under the control of the role holder.
Develop and implement Management Information Systems to produce meaningful data to track performance.
Develop and implement plans to rectify shortfalls in Operational service and cost performance.
Oversee and monitor operational payment process risk across the business.
Ensure adequate controls are maintained about internal, Group and regulatory compliance
Deliver high levels of accuracy in conformance with business policy and control frameworks.
Ensure that items monitored under the Payments GLs are within the business rules with clear escalations in case of breaches.
Ensure that transaction reconciliation is done accurately and efficiently and meets all external and internal requirements.
Critically review all processes from a risk and productivity perspective periodically.
Participate in Monthly risk meetings with other stakeholders to identify risks and propose controls.
Raise incident reports for any Payments incidents.
Ensure Pre-audit checks are done and reviewed for the department to obtain a Satisfactory rating.
Ensure business continuity tests are conducted regularly as required and the report is signed off.
On at least a monthly basis, conduct team meetings to review safety, health, and environment policies and all other policies.
Supervise, schedule, and prioritize tasks and responsibilities of the Payment department staff to meet the workload and scheduling needs of the units.
Recruiting, training, coaching, performance monitoring, performance evaluations and discipline of payment staff as needed to fulfil the goals of the units. more

Identify and assess the Quality Assurance and Internal Controls risks associated with the organization’s current and proposed future business activities, including new products, new business relationships and any extension of operations or network on an international level.
Identify and maintain an inventory of processing guidelines, laws and regulations required to support operational... processes.
Assess the appropriateness of internal policies, procedures and guideline, ensure a follow-up of any identified deficiencies, make recommendations for amendments, where necessary, and supervise the implementation of corrective measure to mitigate the identified deficiencies.
Monitor compliance with internal policies, procedures and guidelines by performing regular and comprehensive quality assurance assessment and testing; report the results on a regular basis and promptly where deemed necessary to executive management and, if necessary, the Board of Directors;
Centralize all information on Quality Assurance related issues (ex: breach of
regulation, non-respect of procedures, conflict of interest)
Establish and / or supervise appropriate quality assurance checks and internal controls.
Implement risk/quality assurance monitoring tools/maps including activities, triggers, probability and actions.
Spearhead the implementation of quality assurance and internal controls and ensure that these are adhered to at all
Accountable for risk mitigation within the Reconciliations unit by keeping abreast with the regulatory and partner requirements.
Co-ordinate and manage new product initiatives to ensure adherence to Policies, procedures, Mandatory requirements and customer experience standards.
Audit and Compliance: in liaison with audit departments to ensure policies and procedures are adhered to.
Risk management: Reviewing processes within reconciliations to identify risks and opportunities to streamline operations, improve service and minimize losses.
Implement reconciliations Service Level Agreement (SLA)/ Turn-Around Time (TAT) Maintaining an up-to-date risk register, conduct Key Control Self-Assessments (KCSA) through continuous monitoring of service commitments both internally and externally
Provide leadership, motivation, and development to reconciliations staff.
Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth while inspiring others thus nurturing positive employee morale and embracing our mission, vision, and core values.
Drive competency development through continuous learning, certifications, role-based learning, and job enrichment to drive high performance
Establishing clear KPIs, proactively evaluating individual and departmental performance against initial forecasts and targets and making adjustments as needed to achieve targets.
Effective leadership, capacity building and team development – output, Succession plan, High staff productivity and motivation, effective staff deployment and training, cost optimization, efficiency, and effectiveness in execution of tasks. more

Develop and implement strategies to drive the growth of digital self-service channels, Card issuing and merchant business, third party payment solutions including agency banking, billers and other payments delivery channels, in alignment with the overall business objectives.
Identify new business opportunities and partnerships while monitoring new digital trends on the payments space to... expand the reach and services offered through payments channels at the same time develop and execute sales strategies and revenue growth.
Ensure a seamless and intuitive customer experience across all channels, leveraging user experience design principles and customer feedback.
Ensure all revenue due is captured and there is no commission collection leaks and finance to correctly declare revenues collected
Responsible for the profit and loss of digital payments products by containing costs and maximizing revenues
Maintain, Manage and improve ongoing relationships/ contractual agreements with all third parties as well as responsible for developing and implementing service level agreements between the bank and third parties while ensuring the bank’s interests are protected.
Provide guidance to the team on how to execute strategies as well as mobile banking strategies to ensure achievement of targets, where need be – Identify and address staff training and coaching needs
Strict adherence to all regulations, statutes, standards, practices, and all internal processes and procedures as per the relevant manuals and comply with all relevant industry external legislation and regulations regarding compliance requirements.
Develop and manage budgets, forecasts, and financial performance metrics for digital self-service channels, Card issuing and merchant business, third party payment solutions including agency banking, billers and other payments delivery channels.
Collaborate with cross-functional teams, including IT, Marketing, risk, compliance and Product Development, to ensure alignment and effective and seamless delivery of products and services through digital channels.
Build and develop a high performing team by identifying resourcing gaps, build capacity and promote cashless payment ecosystem culture that drives adoption of digital channels and usage.
Regular review and follow up of customer service/experience issues and feedback to identify areas of improvement on products and services while promptly keeping the customers informed of system downtimes and scheduled maintenance or interruptions. more

Supervise the reconciliations team to ensure bank reconciliations are conducted in an efficient, timely manner to a high standard.
Reviewing of underlying processes, reports and systems to facilitate ongoing improvement in efficiency and quality of reconciliations processes.
Manage information flows to and from other areas of finance and the business to resolve reconciliation... queries.
Responsible for timely completion of reconciliation of all Operations GLs as per defined timelines
Act as representative of reconciliation team for projects and change processes impacting banking and reconciliation processes.
Development of ongoing training for all members of the bank reconciliation team to ensure suitable skill set and ongoing personal development.
Ensure proper back up records of Reconciliation statement.
Effective performance of prescribed responsibilities through enhancements, technical or otherwise. Resolve concerns raised by team / escalate at appropriate levels.
Develop understanding of related processes and inter-dependability between teams, have broad understanding of underlying data structures. more

Manage the Treasury Back Office function and support business metrics and indicators for a best-in-class payment service.
Serve as the escalation point for Treasury Back Office issues and work closely with the payments and front-line teams to quickly resolve issues.
Manage vendor relationships, and work with vendors to optimize customer experience and ensure adherence to service level... agreements.
Ensure that the clearing process is handled in line with the rules and regulations of the central bank.
Monitor SLA management, ensuring that internal and external customers are served within agreed timelines and breaches are identified and investigated.
Communicate plans and the state of our transaction processing to the Senior Manager Central Operations
Assist in resolution of incidents that impact service level targets, but which could not have been legislated for within the SLA.
Act as an escalation point for queries and assist customers resolve problems with service levels where the cause appears to be within their area of responsibility.
Responsible for strict cost management by conducting detailed analysis monthly of overtime approvals, stationary consumption, sundry losses, and staff costs.
Review monthly dashboard statistics e.g., leave, accuracy, work carried forward, queries, complaints, training etc.
Proactively contribute to embedding of agreed change management initiatives in support of quality improvement and cost reduction.
Develop and implement effective communication processes to ensure that Operational service and cost targets are understood by appropriate staff.
Develop and implement appropriate control processes to ensure that all elements of Operational risk, e.g. fraud, follow-up of Audit recommendations, are managed effectively across all areas under the control of the role holder.
Develop and implement Management Information Systems to produce meaningful data to track performance.
Develop and implement plans to rectify shortfalls in Operational service and cost performance.
Oversee and monitor operational payment process risk across the business.
Ensure adequate controls are maintained regarding internal, Group, and regulatory compliance
Deliver high levels of accuracy in conformance with business policy and control frameworks.
Ensure that items monitored under the Payments GLs are within the business rules with clear escalations in case of breaches.
Ensure that transaction reconciliation is done accurately and efficiently and meets all external and internal requirements.
Critically review all processes from a risk and productivity perspective periodically.
Participate in Monthly risk meetings with other stakeholders to identify risks and propose controls.
Raise incident reports for any Payments incidents.
Ensure Pre-audit checks are done and reviewed for the department to obtain a Satisfactory rating.
Ensure business continuity tests are conducted regularly as required and the report is signed off.
On at least a monthly basis, conduct team meetings to review safety, health and environment policies and all other policies.
Execute trades in foreign exchange and other markets to optimize the bank’s investment portfolio and manage interest rate opportunities & risks while ensuring that investments are in line with the bank’s risk appetite and regulatory guidelines.
Oversee the bank’s cash management, including forecasting cash flows, monitoring liquidity positions, and managing short-term funding requirements.
Monitor market trends, economic indicators, and regulatory developments to anticipate risks and opportunities in the treasury function. more

Installing, maintaining, troubleshooting, repairing, upgrading, and supporting hardware (Servers, PCs, peripherals, printers, and scanners), operating systems and standard software.
Administration and support of Active Directory, email, and enterprise anti-virus software.
Participation as a key player in the setup of new branches by installing, configuring, and supporting all newly installed... hardware and software.
General technical support to all computer users, both emergency and routine.
Troubleshooting of all hardware issues to identify and resolve issues affecting users.
Advising on compatibility of hardware, applications, and operating systems, according to user requirements.
Providing specifications for the procurement of hardware and software.
Maintaining an inventory of equipment including that under repair and requisitioning for the procurement of hardware components as required.
Ensuring the routine maintenance and servicing of equipment
Assisting with the documentation and implementation of ICT department policies relating to Desktop Management, Service Level Agreements with end-users and with externally contracted companies.
Maintaining an inventory of hardware and software and the documentation of hardware configuration. more

Are you ready to advance your career in finance?

Are you ready to advance your career in finance?