Senior Manager; Agency Banking Operations Support

Job Purpose
Provide leadership in defining and implementing the agency banking operations support objectives, driving usage, improve operational excellence, cost management and compliance to internal policies and bank approved guidelines.
Act as interface between agency banking, internal and external stakeholders to ensure effective and efficient operations, manage and provide support to the projects and system changes.

Main Responsibilities

Responsible for drive operational efficiencies in areas of agents on boarding, increase usage and transacting customers including agent network support maintaining smooth operations.
Monitor agency banking productivity on agents operations in on-boarding and transacting customer growth.
Manage agency banking compliance to internal policies and external policies, ensuring that the Bank of Tanzania (BOT) guidelines and banking policies on agency banking are adhered to by our partners and agents.
Manage agency banking product operations and processes, including reconciliation with third parties, daily monitoring and reporting on operational indicators and performing operational reports to support finance, sales, distribution, customer service and risk and compliance teams.
Work with agency banking risk implement AML and compliance controls and monitoring, data clean up and sanitization, reconciliations, audit, fraud management, Central Bank Reporting and oversight support.
Work cross functionally internally and with external partners such as vendors, aggregators, and institutions amongst others to execute brilliantly projects ranging new products conceptualization to launch, integrations and change requests.
Ensure technology platform is delivering great customer experience in terms of ease of use, uptime and all functionalities working. Periodic product testing to drive proactive fix.
Drive continuous improvement of processes to ensure our customers, agents and aggregators get excellent service on time, ensure business continuity and systems uptime.
Oversee and participate in the review, design and implementation of departmental work plans and report quarterly on compliance with the work plans.
Manage the implementation of consumer and business products and services for the agency banking division, working with all technical and commercial teams to launch approved products and services.
Develop, amend and manage processes and procedure for agent banking operations i.e. PIN Reset, Reversal etc.
Manage the implementation of approved change requests pertaining to tariffs, business rules, and improvements to technical /service functionality, working with all technical and commercial teams.
Oversee delivery of agency banking projects in full and working with varying internal and external partners, safeguard structured SLAs to be in place with focus on more for more principle to drive accountability of all stakeholders.
Propose and implement changes to processes and procedures for agency banking operations and coordinate the development of manuals and guides for agency banking products and services.
Make decisions for any operational changes (planned or unplanned) within the bank organization that materially impact the product portfolio in conjunction with Head; Agency Banking.
Ensure Service Level Agreements (SLAs) with stakeholders are met.
Develop SLAs with shared services teams/stakeholders and ensure adherence to the set standards. Track and monitor performance of shared services teams/stakeholders to ensure targets are met.
Manage agency banking integrations and implementation for new and existing products and services.
Keep an updated record of the ongoing partner integrations and manage the integrations partner SLA’s, logged and ticketed with the integration partner and manage delivery timelines.
Coordinate and conduct UATs (User Acceptance Tests) for integration and product enhancements and attain sign off for the same and implementation of new services and product enhancements by development partners and local technical support.


Comprehensive knowledge of Bank of Tanzania rules and regulations.
Knowledge of risk and regulatory of the agency banking and/or mobile financial service industry.
Product development, roll out and product performance management.
Product and business development skill.
Strong interpersonal skills.
Strong risk analytical skills.
Excellent presentation skills.

Qualifications and Experience

University Degree preferably in Business Administration, Banking, Finance or any Business related field.
MBA or any Master’s degree in Business related field is an added advantage.
A minimum of 4 years’ experience, at least 2 years in a leadership role with deep knowledge in agency banking and/or mobile financial services business operations management, risks, finance and compliance.

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