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..