Delivery Channels Supervisor Banking Job Vacancy at FINCA Uganda

Job Position: Delivery Channels Supervisor
Organisation: FINCA Uganda Limited

Reporting to: the Head of Operations,
Job Purpose: To develop and integrate multiple delivery channels to serve FINCA’s customers, expanding access to financial services and supporting business growth and outreach.

Role objectives:
1.       Enhance Customers’ access to their Savings accounts through multiple delivery channels and branchless banking initiatives e.g. ATMs, POS, Mobile banking, etc
2.      Relationship management of third party service providers on delivery channels
3.      Independently review and proof all Card requests to ensure due diligence in application procedures and prevent undue errors in granting card access to customers’ accounts
4.      Identify operational improvement opportunities through branch interactions and customer feedbacks
Key Responsibilities:
a.      Branch
– Liaison with Customer Support Centre, branch customers/staff to identify and implement innovations through branch service delivery
– Oversight for branch service experience management
b.      Point of Service (POS)
– Relationship management of internal stakeholders/third party service providers and monitoring of Service level agreements (SLAs) to ensure quality service and support for the bank’s POS services
c.       Automated Teller Machines (ATM)
– Relationship management of third party service provider and monitoring of Service level agreements (SLAs) to ensure quality service and support for the Interswitch ATM network
– Oversight for customer adoption of ATM channel, in conjunction with Regional/Branch managers
d.      Card Management– Relationship management of independent service providers on outsourced card services
– Oversight for service level agreements monitoring on card services and defined turnaround time
e.      Agency Banking & Mobile Banking
– Follow through on regulatory approval for agency/mobile banking and anchor implementation, working closely with all internal and external stakeholders to test-run the concept and rollout
– Anchor innovative mobile payment services for the bank’s savings and loans portfolio to support business
– Oversight for general documentation and review of relevant policies and procedures for agency/mobile banking
– Lead, trainer on Agent identification, recruitment, selection and float management in conjunction with Finance dept.
f.        Strategic Partnerships
– Liaison with Marketing/Business teams to identify and explore strategic partnerships on delivery channels e.g. bills collections, valued-added services on payments, savings and loans, etc.
g.      Cost/Budget Management
– General oversight of the delivery channels operational budget, close liaison with Business, Finance and other teams to define cost elements of planned channel development and business outreach
h.      MIS Reporting
– Develop and manage standardized format for collating and analyzing branch customer interactions e.g. feedbacks, complaints and enquiries
– Generate reports from collected data for management information which will be used to raise the standard of service and decision making.
i.        Administration
– Supervision of Team members, Capacity development and general oversight for administrative issues relating to the unit
– Other tasks as assigned by the Head of Department
Qualifications, Skills & Experience:
Education: Bachelor’s Degree [minimum qualification], Professional qualifications will be an added advantage
Work Experience: Minimum of 6 years work experience in financial/banking sector with a minimum of 4 years as an Operations/POS Supervisor
·         Strong interpersonal skills
·         Strong numeracy skills
·         Good conflict resolution skills
·         Time management
·         Proactive and logical approach
·         Leadership skills
·         Highly Organized
·         Strong knowledge of banking operations, products & processes.
·         Practical knowledge of Channel management e.g. ATM, POS operations
·         Practical knowledge of Core Banking Applications
·         Proficiency in Computer Applications/Microsoft Office
Personalities and Attributes:
·         Paying attention to details
·         Pleasant and Courteous
·         Highly committed and trustworthy
·         Confident and assertive
·         Customer service oriented (customer centric)
·         Team spirit
·         Patience and Empathy
·         Very good listener
How to Apply
Applicants should submit their documents which should include photocopies of academic documents and testimonials, a CV with at least three reference contacts including a day time telephone (professional and not personal, including current or most recent employer) to the
Chief Executive Officer,
FINCA Uganda Limited MDI,
Plot 22, Ben Kiwanuka Street,
P.O Box 24450,
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