Manager Agency Banking

Strategic Leadership & Business Growth (20%)

• Develop and execute the Agency Banking strategy in alignment with the Bank’s business, digital transformation, and financial inclusion objectives.

• Lead the expansion of the Agency Banking network to support customer acquisition, market penetration, and revenue growth.

• Drive business performance through increased transaction volumes, active agents, customer adoption, and channel profitability.

• Identify emerging market opportunities and develop innovative solutions to enhance channel competitiveness and growth.

• Develop and implement annual business plans, budgets, targets, and growth initiatives for the Agency Banking business.

Agent Network Growth & Management (30%)

• Lead the recruitment, onboarding, accreditation, and management of Super Agents and Retail Agents across Tanzania.

• Establish a scalable, high-performing, and sustainable nationwide agency network.

• Develop agent segmentation, performance management, retention, and incentive frameworks.

• Build strategic relationships with key agents and ecosystem partners to enhance network growth and service reach.

• Ensure optimal geographic distribution and coverage of agents in line with business objectives.

• Manage agent relationships and ensure high levels of engagement and retention.

• Carry out competitor’s survey to guide development of pricing strategies, service offering, product development and customers service programs.

• Effectively revenue management to control commission leakages.

Channel Product & Services Management (10%)

• Oversee the management and growth of Agency Banking products and services.

• Expand the portfolio of services available through agents, including deposits, withdrawals, account opening, bill payments, collections, loan repayments, merchant payments, and digital financial services.

• Collaborate with product, technology, and business teams to introduce innovative solutions that drive agent and customer adoption.

• Lead initiatives to enhance customer value propositions and agent business economics.

Stakeholder & Partnership Management (10%)

• Build and manage strong relationships with regulators, industry bodies, technology providers, aggregators, and strategic partners.

• Collaborate with internal business units to drive customer acquisition and deepen usage of Agency Banking services.

• Represent the Bank in industry forums and initiatives related to financial inclusion and agent banking.

Governance, Risk and Compliance (10%)

• Establish and maintain governance frameworks, policies, procedures, and operating standards for Agency Banking.

• Ensure full compliance with Bank of Tanzania regulations, AML/CFT requirements, KYC standards, and internal policies.

• Lead the identification, assessment, and mitigation of operational, fraud, liquidity, reputational, and compliance risks within the agent network.

• Oversee internal audits, regulatory reviews, compliance assessments, and implementation of corrective actions.

• Ensure effective control mechanisms are in place to safeguard the Bank, customers, and agents.

Operations & Service Delivery (10%)

• Oversee agency banking operations to ensure efficiency, reliability, and service excellence.

• Monitor agent liquidity levels, transaction volumes, service quality, and operational performance.

• Drive continuous improvement of operational processes, systems, and service delivery standards.

• Ensure timely resolution of agent operational issues and escalation of critical incidents.

• Collaborate with Operations and Technology teams to improve channel reliability and customer experience.

Training & Capacity Building (5%)

• Develop and implement agent training and certification programs.

• Build agent capabilities in customer service, compliance, liquidity management, sales, and operational excellence.

• Ensure continuous support and coaching for agents and field teams.

• Promote a culture of high performance, customer focus, and regulatory compliance across the network.

Reporting & Analytics (5%)

• Leverage data analytics and business intelligence to monitor network performance, profitability, productivity, and customer behavior.

• Develop performance dashboards and management reports to support business decision-making.

• Track key performance indicators and implement corrective actions where necessary.

• Drive data-driven initiatives to improve agent activity, transaction growth, and channel profitability.

1. MINIMUM POSITION QUALIFICATION REQUIREMENTS

1. Academic & Professional

1. Experience