Customer Service Jobs – Agent Banking Supervisor – Opportunity Bank

Banking Supervisor
Organisation: Opportunity
Duty Station: Kampala,
Reports to:
Digital Finance Solutions Manager
About US:
Opportunity Bank (U)
Ltd is a leading provider of microfinance services in Uganda with huge
expansion plans. The Bank is a member of the MyBucks SA group, a leading FINTECH
provider and Opportunity International, a global microfinance institution
serving over 3 Million in different countries.
Job Summary: The
Agent Banking Supervisor will mainly manage the development and operation of
its Agent network to ensure that a high level of service is provided to its
Key Duties and Responsibilities: 
  • Review and update the existing Agent network strategy and network
    development KPIs to ensure that the development and expansion of the
    network meets the needs of the business
  • Manage the development of the network against these KPIs and create
    regular reports communicating progress made against these targets
  • Manage the selection and recruitment of new Agents to the network
  • Manage the delivery of all training given to Agents and ensure that
    the content and structure of Agent training courses are kept up to date
  • Review and update the Agent performance KPIs and manage the Agent
    evaluation process to ensure that all Agents are delivering high levels of
    customer service
  • Ensure that all Agents comply with all applicable operational
    guidelines and identify, report and address any fraud that occurs within
    the network
  • Put in place structures and procedures to receive and respond to
    customer and staff feedback in regards to the performance of Agents
  • Ensure that all new initiatives aimed at the service, recruitment
    and retention of customers are implemented across the Agent network
    including new functionalities available through the in-house service and
    marketing initiatives
  • Ensure that Agents have sufficient liquidity to meet customer needs
    through the management of the liquidity forecasting and delivery
    processes. Ensure that liquidity is delivered to Agents in a timely and
    cost effective manner
  • Manage the activities of all third parties recruited by OBUL to
    assist with the development and operation of the network
  • Manage the relationship between OBUL and the Agents and ensure that
    Agents are motivated and contented in their work and ensure effective
    communication between OBUL and Agents
  • Ensure that Agents are highly visible to customers and build a
    strong brand within the market in conjunction with the OBUL brand. Ensure
    that all customers and staff know the location of Agents in their area
  • Manage the Agent network expansion to ensure an effective
    partnership with ALL stakeholders as they develop their Agent networks

Qualifications, Skills and Experience: 
  • The applicant must hold a Bachelor’s degree from a reputable
  • Achievement orientated-Set and meet aggressive goals, overcome
    obstacles and create a results- oriented environment.
  • Significant experience of developing and supervising a network of
    Agents in a similar environment and be able to demonstrate previous
    success in such a role.
  • Customer orientated – Embody a strong customer orientation and seek
    new and better ways to serve customers
  • A Good Communicator- Communicate well, both verbally and in writing.
    Effectively convey and share information with others
How to Apply:
All suitably
qualified and interested candidates should send their signed application
letters together with their curriculum vitae to: The Human Resource Manager,
Opportunity Bank Uganda Limited, Plot 1259, Old Kiira road, P.O. Box 33513,
Kampala. Uganda
Deadline: 22nd February 2019
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