Manager - Agent Operations

Requirements

• An honours degree in Commerce, Business Administration, Economics, Statistics, or any relevant field.
  
• Relevant Practical experience in Distribution and analytics.
  

Experience:

• 3 – 5 years’ relevant experience in Mobile Money distribution or Fast-Moving Consumer Goods (FMCG) distribution channels management.
  
• A minimum of 2 years’ managerial experience in channel management within the Mobile Money, Telecom or FMCG Industry.
  
• Proven exposure in Dealer and channel partner engagements for business growth
  
• Knowledge and experience in Distribution and channels management
  
• Good Interpersonal skills to effectively communicate with and manage channel partners.
  

• Develop, implement, and enforce Agent quality management initiative in line with the laid down policies, processes, and procedures.
  

• Develop reports to track agents’ activity daily, weekly, and monthly.
  

• Timely resolution of Agent and queries in the Trade.
  

• Responsible for setting and execution of KPIs for Dealers and other channel partners.
  

• Identify process gaps and spearhead the implementation of initiatives such as automation tools for process improvements in the Trade.
  

• Enforce compliance to the stipulated processes and procedures among Agents, Dealers and all channel partners for efficiency in service delivery.
  

• Take appropriate action against errant and non-compliant channel partners that engage in unscrupulous activities aimed at manipulating the ecosystem to earn more commission.
  

• Support the Technology and products team in production and delivery tests for distribution product changes.
  

• Escalate any process gaps and Trade incidents to the Senior Manager Distribution & Channels.
  

• Train Direct Sales Distribution Teams (AQM Team) and channel partners on new products and services to ensure seamless service delivery to the end customers.
  

• Periodic review of feedback from Agent quality management team to drive process improvements for better service delivery.
  

• Promote the use of Digital Distribution Tools to drive efficiencies in the delivery of services across the channels.