HomeNewsNMB JOB HERE: MANAGER: AGENCY OF BANKING SUPPORT.
NMB JOB HERE: MANAGER: AGENCY OF BANKING SUPPORT.
Manager; Agency Banking Support
Responsible for effectively monitoring of channel’s performance and usage, ensure effective support is provided to agents as escalated from the zone and contact center include maintenance/housekeeping activities for the agency banking systems and devices.
Manage agents’ technical queries, sales support, channel partner’s support, monitoring and act as primary contact centre for agent’s support.
Provide operations, administration, and maintenance support to the agency banking system.
Be the main contact and go to person for all support solutions, projects and products for the agency banking business.
Act as key contact point of contact for all technical queries/issues raised by wakala/agents and field team in the branches.
Management for agency banking system and devices by provide basic troubleshooting, repair and maintenance for technical support to agents.
Guarantee compliance of the agency banking platforms and controls are closed on time.
Update incident and problem requests in a timely manner and safeguard status on major incidents are reported and resolved in line with agreed SLAs.
Perform and support Operational Acceptance Testing for new systems releases and upgrades.
Develop and maintain operations monitoring dashboards in order to provide real-time view of systems performance and general systems availability.
Develop monthly support service reports by evaluate and report operations support performance.
Support management to internal/external customers resolve technical conflicts between agency banking and vendors.
Lead, manage, coordinate, and report on multiple complex solutions as per agency banking requirements.
Provide support to agency banking projects and other system changes requests ensuring they are delivered on time and meet the expected business expectations.
Support agency banking platform users i.e systems users, external system connecting to NMB Wakala etc.
Negotiate priorities and resources with operations teams in order to assure plan accomplishment.
Business understanding of agency banking.
Understanding of agency banking platforms and devices.
Reporting skills and data presentations for decision making.
Customer service skills.
Qualifications and Experience
University degree in technology / engineering / Mathematics/ Computer Science or related areas.
A minimum of 3 years’ experience with knowledge in agency banking operations support and/or MNO’s agent’s business operations support management, and proven strong interpersonal skills and stakeholders’ management record.