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Stanbic Bank   |   Nairobi, Kenya   |   Log in or register to see the closing date

Head of Agency Banking

  • Bachelor's degree
  • Accounting, finance, banking, insurance
  • Experienced (senior worker)
  • Full Time
  • Permanent

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Job Summary

Provide Strategic leadership in establishing and implementing the agency banking model in line with the Bank’s overall objectives of providing customers with alternate channels of service while achieving cost efficiency.

Overseeing processes in recruitment, training and supervision of all agents attached to the branch network.
Grow and manage the agent recruitment and distribution network across Kenya within the stipulated regulatory framework as provided for by the Central Bank of Kenya prudential guidelines.
Assume ownership of Agency Banking strategic initiatives that will be aligned to PBB strategy on multi-channel architecture.
Ensure commercial and operational readiness of Agency Banking by facilitating strategy formulation and execution.
Research new business initiatives for Agency Banking.
Be responsible for the channel’s profitability.
Effective leadership and people management to support daily operational activities.
Ensure that all people management, operational risk management, and customer service management processes are adhered to.

Serve as subject matter expert for channel optimization by coordinating inter-channel dependencies.
Development of relevant SLA to ensure high standards of service and world class customer experience.
Represent the Bank in industry forums relevant to Agency Banking.


Sales and Service: 55%

  1. Recruitment of agents.
  2. Managing stakeholder relationships.
  3. Revenue growth through driving transaction volumes.
  4. Build and manage relationships with key corporates/Agents.
  5. Monitoring of agency activities /transactions and ensure that complaints / queries are resolved within SLA.
  6. Lead channel migration to drive agent transactions by developing value add services to be conducted on POS, mobile phone/tablet.
  7. Develop tailor made cash management solutions on the agency platforms to meet individual corporate entity needs.
  8. Analyze market dynamics and intelligence, changes and competition to make the agent business ahead of the competition with relevant solutions.
  9. Monitor availability and reliability of the systems for seamless agent transactions and escalate down time issues to support teams for prompt resolution.
  10. Supervise the sales and support teams and ensures SLAs are met.
  11. Promote brand visibility through marketing and communication.
  12. Manage agent compensation structure while making sure that the same is optimal for the bank.
  13. Ensure continuous improvement in overall agency banking for improved customer experience.
  14. Identify priority entities for potential new business/partnerships.
  15. Research; identify needs for new products for customers.
Compliance, Governance and Controls 20%
  1. Update risk assessment reports on agency operations.
  2. Ensure adherence to policies and procedures on provision of services through agents.
  3. Appraisal of agents to establish their potential based on KYC procedures, financial ability, business prospects, personality, social standing in the community and other criteria as shall be established from time to time.
  4. Training of agents and bank staff
  5. Ensuring that the agents comply with CBK prudential guidelines as well as contractual obligations with the bank.
  6. Development of standard operating procedures for Agency Banking and ensuring adherence/compliance.
  7. Ensure that the bank complies with all the requirements of Agency Banking in line with CBK requirements.

Business Management, People and self-development 25%
  1. Day-to-day coaching and co-ordination of staff to ensure delivery of objectives
  2. Build strong relationships with the Branch network to ensure team work and extraction of value from the agents linked or near their branches.
  3. Share knowledge and experiences with network staff of all functions
  4. Provide cover for other team members when required to.
  5. Agree annual performance objectives with the team leader and other team members.
  6. Pursue continued improvement in personal development by participating in development programs and training.

General Information

Salary rangeNot specified
Additional informationNot specified
Contract type: Permanent
Job type: Full Time
Location: Nairobi
Area of work: Accounting, finance, banking, insurance
Seniority: Experienced (senior worker)

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 3 years
Required skills: Market research, intelligence; Business to Business (B2B) sales; Brand management; Business management; People management; Sales strategy; Training delivery; Corporate communications; Marketing
Required languages: English (Spoken: fluent | Written: fluent)