Assistant Channel Support Manager – Agency at Equity Bank Kenya

Job Purpose:  

The Assistant Channel Support Manager – Agency plays a key operational and support role within the Channels team, focusing on Agency Banking services. This role is responsible for day-to-day support to agency banking partners, ensuring seamless service delivery, effective issue resolution, and continuous process improvement. The position also contributes to strategic initiatives by supporting channel program execution, gathering feedback from the field, and ensuring alignment with the bank’s overall customer experience and channel optimization objectives. 

Key Responsibilities:

Channel Partner Support 

• Act as the first line of support for agency banking partners, resolving operational issues and providing timely feedback. 
• Lead the resolution of complex or escalated issues, collaborating with internal technical and product teams as needed. 
• Support the rollout of new agency banking initiatives, products and share updates to channel partners and stakeholders on Agency systems. 
• Ensure consistent and high-quality service delivery across all touchpoints with channel partners and stakeholders. 

Operational Excellence & Process Improvement 

• Monitor support workflows and propose enhancements to improve efficiency and turnaround time. 
• Identify recurring issues or process gaps and recommend resolutions or policy adjustments. 
• Assist in the development and updating of Standard Operating Procedures (SOPs) for agency support. 

Cross-Functional Collaboration 

• Coordinate with internal stakeholders including Product, Operations, Compliance, and IT to resolve agent-related issues. 
• Support the Channel Support Manager in representing agency concerns in internal forums and strategy sessions. 
• Gather and communicate agent feedback to inform product development and service improvements. 

Performance Tracking and Reporting 

• Track and maintain accurate records of support cases, resolution timelines, and partner satisfaction. 
• Assist in preparing regular performance reports and dashboards to highlight key trends, risks, and areas for improvement. 
• Monitor partner activity to identify potential growth, performance improvement, or support needs. 

Qualifications

Qualifications, Experience:

• Education: Bachelor’s degree in business administration, Information Technology, or a related field. 

Experience: 

• Minimum of 2+ years of experience in channel support, customer operations, or agency banking. 
• Practical experience with financial technology platforms, POS systems, or agency banking systems is preferred. 
• Experience in stakeholder engagement or managing external partner relationships is an advantage. 

Key Competencies & Skills 

• Operational Efficiency: Ability to manage multiple support workflows and improve service delivery processes. 
• Customer Orientation: Strong commitment to delivering responsive and high-quality support to agents. 
• Technical Acumen: Working knowledge of POS systems, mobile banking tools, and agent support platforms. 
• Communication: Effective verbal and written communication with both internal and external stakeholders. 
• Team Collaboration: Ability to work across departments and support cross-functional initiatives. 
• Analytical Thinking: Ability to track performance metrics and provide actionable insights. 
• Adaptability: Comfortable navigating a dynamic and evolving environment.