Head of Agency & ATMs at Equity Bank Kenya

 Job Purpose:

This role is responsible for leading the Bank’s banking and ATM services, driving growth and profitability. This dynamic role will leverage extensive financial services experience and business acumen to foster relationships with key stakeholders. Kye responsibilities include developing and implementing policies that align with the bank’s strategy, ensuring high-quality service delivery, and overseeing end-to-end operations. The role focuses on efficiency, compliance, and continuous improvement, while identifying innovative opportunities to enhance service and operational effectiveness.

Key Responsibilities

Strategic Leadership

• Develop and execute the strategic plan for agency banking and ATM operations, ensuring alignment with the bank’s overall objectives.
• Identify and capitalize on new business opportunities, partnerships, and markets to expand the agency and ATM network.

Operational Management:

• Oversee the daily operations of agency banking and ATM services, ensuring efficiency, compliance, and exceptional service delivery.
• Ensure the seamless integration and functionality of agency and ATM channels.

Team Leadership:

• Lead, mentor, and develop a high-performing team, promoting a culture of excellence and continuous improvement.
• Provide training and support to agency and ATM staff to enhance their performance and customer service skills.

Financial Oversight:

• Manage the financial performance of agency banking and ATM operations, including budgeting, forecasting, and financial reporting.
• Monitor costs and expenses, aiming to minimize them while maximizing profitability.

Risk Management:

• Identify and mitigate risks associated with agency banking and ATM operations, ensuring compliance with regulatory requirements and internal policies.
• Implement robust security measures to protect against fraud and other risks.

Stakeholder Engagement:

• Build and maintain strong relationships with agents, partners, regulatory bodies, and external vendors to support the overall strategic direction.
• Ensure effective communication and collaboration with internal and external stakeholders.

Service Delivery:

• Ensure high-quality service delivery through agency and ATM channels, addressing customer needs and resolving issues promptly.
• Monitor and analyze customer feedback to identify opportunities for improvement and innovation.

Performance Monitoring:

• Monitor and report on key performance indicators (KPIs) to measure the success of agency banking and ATM initiatives.
• Conduct regular performance reviews and implement corrective actions as needed.

Innovation and Improvement:

• Stay up-to-date with industry trends and best practices to ensure the bank remains competitive in the agency and ATM space.
• Continuously identify and implement opportunities for process improvement and innovation.

Qualifications, Experience

• Bachelor’s degree in business administration, Finance, or a related field.
• Computer knowledge with excel packages or exposure.
• Over 10 years’ work experience in the Bank, 4 of which must be at senior management level.
• Experience in overall branch operations, especially Cash, Account opening, Customer Service,)
• Previous experience in agency banking –should be an added advantage.
• Strong knowledge of AML & KYC
• Knowledge of CBK Agency prudential guidelines
• Knowledge of competitors analysis and market feedback

 Key Competencies & Skills

• Leadership skills and excellent team player
• Good working experience in agency business.
• Good relationship management skills.
• Strong Marketing skills and proven track record of management and business growth
• Excellent communication and presentation skills
• Good interpersonal skills with the ability to sustain effective relations internally and externally at all levels of a large organization.
• Fluency in English with strong business writing skills
• Basic knowledge of Fraud Management and Risk Assessment in agency banking.
• Visionary leader with a deep understanding of the banking industry, exceptional relationship management skills, and a proven track record in agency business operations.