We are seeking a Manager – Agency Banking to lead the growth, performance, governance, and operations of KCB Bank Tanzania’s Agency Banking business across Tanzania. The role is responsible for expanding and strengthening the agent network, increasing customer adoption and transaction volumes, driving profitability, managing strategic partnerships, and ensuring strong operational, regulatory, and risk controls.
Responsibilities
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Develop and execute the Agency Banking strategy.
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Expand the agency network to increase customer acquisition, market penetration, and revenue.
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Drive transaction volumes, active-agent growth, customer adoption, and profitability.
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Identify new market opportunities and innovative Agency Banking solutions.
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Develop annual business plans, budgets, and performance targets.
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Recruit, onboard, and manage Super Agents and Retail Agents across Tanzania.
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Establish and maintain a sustainable nationwide agency network.
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Develop agent segmentation, performance, retention, and incentive frameworks.
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Build strong relationships with key agents and ecosystem partners.
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Conduct competitor analysis to inform pricing, products, and customer-service strategies.
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Manage Agency Banking revenue and control commission leakages.
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Oversee Agency Banking services including deposits and withdrawals, account opening, bill payments, collections, loan repayments, merchant payments, and digital financial services.
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Collaborate with Product, Technology, and Business teams to improve agent and customer adoption.
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Maintain relationships with regulators, industry bodies, technology providers, aggregators, and strategic partners.
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Represent the bank in relevant industry and financial inclusion initiatives.
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Ensure compliance with Bank of Tanzania regulations, AML/CFT, KYC requirements, and internal policies.
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Identify and mitigate operational, fraud, liquidity, reputational, and compliance risks.
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Oversee audits and regulatory reviews and ensure effective controls across the agency network.
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Monitor agent liquidity, transaction volumes, service quality, and overall network performance.
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Improve operational processes and channel reliability.
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Resolve agent operational issues and escalate critical incidents where necessary.
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Work with Operations and Technology teams to improve the agent and customer experience.
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Develop agent training and certification programmes.
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Strengthen agent capabilities in customer service, compliance, liquidity management, and sales.
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Provide continuous coaching and support to agents.
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Use data analytics to monitor network performance and profitability.
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Develop dashboards and management reports.
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Track key performance indicators and implement corrective actions.
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Drive data-based improvements in agent activity and transaction growth.
Requirements
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Bachelor’s degree in Banking, Finance, Business Administration, Economics, Marketing, or an equivalent field.
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Minimum of 8 years of professional experience.
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Experience in Agency Banking.
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Experience in Digital Financial Services (DFS).
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Experience in branchless banking and agent network management.
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Experience in retail banking and financial inclusion.
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Experience in banking channel or product management.
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Experience in sales and business development.
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Experience in banking operations and compliance.
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Professional qualification in a business-related field is an added advantage.
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Master’s degree in Business Administration (MBA) is an added advantage.
