Manager Agency Banking

KCB is seeking an experienced professional for the position of Manager – Agency Banking. The role will be responsible for expanding, managing and optimizing the Bank’s agency banking network while driving customer acquisition, transaction growth, revenue generation and agent productivity across assigned regions and markets.

The successful candidate will lead relationships with Super Agents and Retail Agents, identify opportunities to expand coverage, improve service delivery and strengthen the competitiveness of KCB’s agency banking proposition. The role also involves managing compliance, risk, liquidity, training, performance monitoring and continuous improvement across the agency network.

Responsibilities

Agent Network Growth and Management

• Recruit, onboard and manage Super Agents and Retail Agents in assigned regions and markets.

• Expand the agency banking network in line with business growth objectives.

  

• Identify opportunities to increase agent coverage in underserved and strategic locations.

• Develop initiatives to improve agent productivity and activity levels.

  

• Improve agent business performance and profitability.

• Manage agent relationships to maintain strong engagement and retention.

  

• Conduct competitor surveys to guide:

  • Pricing strategies

    

  • Service offerings

  • Product development

  • Customer service programmes

• Manage revenue and control commission leakages.

Business Development and Performance

• Drive customer acquisition through the agency banking channel.

• Increase transaction volumes and revenue generation.

• Monitor agent performance and implement improvement initiatives.

• Improve transaction volumes and channel profitability.

• Execute market development activities to increase awareness and usage of agency banking services.

• Support sales campaigns and promotional activities.

• Implement business growth initiatives.

• Track achievement of business targets and KPIs.

Product and Service Management

• Support deployment and management of agency banking products and services.

• Promote adoption of agency banking services, including:

  • Cash deposits

  • Cash withdrawals

  • Account opening

  • Funds transfers

  • Bill payments

  • Merchant payments

  • Other digital financial services

• Benchmark KCB Tanzania agent products and services against competing offerings.

• Support initiatives aimed at making KCB’s agency banking proposition a market leader.

• Gather feedback from customers and agents.

• Use customer and agent feedback to support service enhancements.

• Work closely with Product and Technology teams to improve agency banking capabilities.

Operations and Service Delivery

• Ensure efficient agent onboarding and activation.

• Provide operational support to agents.

• Monitor agent liquidity levels.

• Support initiatives to improve agent liquidity management.

• Coordinate resolution of operational issues affecting agents and customers.

• Ensure agents comply with operational procedures.

• Maintain required service standards across the agency network.

• Drive continuous improvement of customer experience.

Compliance, Risk and Governance

• Ensure compliance with Bank of Tanzania regulations.

• Ensure adherence to AML/CFT requirements.

• Maintain appropriate KYC standards.

• Ensure compliance with the Bank’s internal policies.

• Conduct agent due diligence.

• Carry out agent monitoring and periodic reviews.

• Monitor operational risks across the agency network.

• Monitor fraud risks.

• Monitor liquidity risks.

• Monitor reputational risks.

• Ensure adherence to established governance frameworks and operational controls.

• Support internal audits.

• Support regulatory inspections.

• Participate in compliance reviews.

Training and Capacity Building

• Conduct agent training programmes.

• Coach agents on effective business and service delivery practices.

• Conduct agent awareness programmes.

• Build agent capabilities in:

  • Sales

  • Customer service

  • Compliance

  • Operations

  • Liquidity management

• Ensure agents are adequately equipped to provide quality customer service.

• Promote adherence to KCB service standards and brand requirements.

Reporting and Analytics

• Monitor agency network performance.

• Monitor network profitability.

• Track customer acquisition.

• Analyse transaction trends.

• Prepare periodic business performance reports.

• Prepare management reports.

• Use data analytics to identify growth opportunities.

• Identify areas requiring operational intervention.

• Track agent activity levels.

• Monitor service quality.

• Evaluate business outcomes against established targets.

Qualifications Required

Applicants should have:

• A Bachelor's degree in any of the following or an equivalent field:

  • Banking

  • Finance

  • Business Administration

  • Economics

  • Marketing

• Professional qualifications in a relevant business field will be an added advantage.

• A Master's degree in Business Administration will be an added advantage.

Experience Required

Candidates should have:

• At least 6 years of relevant professional experience.

• Experience in agency banking, digital financial services, banking operations or a related field.

• Experience managing agent networks and business relationships.

• Experience in customer acquisition and business development.

• Experience monitoring business performance and KPIs.

• Experience in regulatory compliance, KYC and AML/CFT requirements.

• Experience managing operational, fraud and liquidity risks will be beneficial.

• Experience in training, coaching and developing agents or field teams will be an advantage.

Skills and Competencies

The ideal candidate should demonstrate:

• Strong knowledge of agency banking and digital financial services.

• Strong business development and commercial management skills.

• Excellent agent relationship management abilities.

• Strong understanding of customer acquisition and transaction growth.

• Good knowledge of banking regulations and compliance requirements.

• Strong analytical and problem-solving skills.

• Good understanding of agent liquidity management.

• Strong negotiation and communication skills.

• Ability to analyse market and competitor trends.

• Strong leadership and team coordination capabilities.

• Ability to manage multiple regions, agents and business priorities.

• Strong customer service orientation.

• Ability to use performance data to drive business decisions.

How to Apply

Interested and qualified candidates should submit their applications through the official KCB recruitment platform. Applicants should provide accurate information and ensure that their academic qualifications and professional experience meet the requirements for the Manager – Agency Banking position.

Final Thought

The Manager – Agency Banking position provides an opportunity for an experienced banking professional to lead the expansion and performance of a major agency banking network. Candidates with relevant banking, finance, business, economics or marketing qualifications and at least six years of experience should consider applying for this opportunity.