Manager Agency Banking & Alternative Channels at Old Mutual Kenya

Job Description

Reporting to the Head of Operations & Customer Experience, the job holder will be responsible for the management of card systems, ATMs, Mobile Banking, Agency Banking, Internet Banking, host to host and other interfaces to other banking channels.

• Provision of hands-on deployment, management, and business support for all alternative revenue streams within the bank e.g., Card systems, ATMs, Mobile Banking, Agency Banking, internet banking and interfaces to other banking channels to ensure total customer satisfaction as well as meeting organizational goals.
• Vendor relationship management e.g. service reviews, obligations planning and management, SLA adherence.
• Management, deployment, implementation, User acceptance testing, upgrade, Operator /end user Training on the Channels system to ensure performance, security and business benefits.
• Ensure compliance provided by International Payment Providers (e.g. VISA/ MasterCard) and the regulator (CBK) relating to the Card systems, ATMs, Mobile Banking, Agency Banking, internet banking and interfaces to other banking channels are implemented within stipulated time frame.
• Delivering business solutions by ensuring that they are well tested and are rolled out in a manner that does not adversely affect business processes.
• Continuously analyze user requirements to develop and provide solutions.
• Ensure compliance of SLAs with system vendors and Faulu business units from a business perspective.
• Monitor the performance of the Card systems, ATMs, Mobile Banking, Agency Banking, internet banking and interfaces to other banking channels to ensure smooth running of these systems.
  • 99% Uptime of Alternative Business Channels Outlets
  • 95% successful projects Completion rate on Channels deployment
  • 100% Successful completion User Acceptance Testing of Channels
  • 100% Channels Reporting
  • Timely problem resolution as per established SLA
  • Vendor Relationship retention rate of 99.5%
  • 100% compliance to Channels Systems Audit and Risk Management guidelines.
• To ensure support calls are escalated to the ICT technical team/external team, using the agreed escalation procedures.
• To contribute to team meetings and play an active role in the development of the service delivered by the team.
• To actively engage in personal development within the role, and to pursue appropriate qualifications/training as agreed.
• To provide reasonable availability for any out-of-hours activities as required by the role.
• To promote Agent recruitment and push transactions at the Agent and Merchant locations by ensuring optimal service delivery by the Agents, their outlets, and branches while at the same time organizing and conducting frequent training for Agents and Sales Consultants.
• Drive usage of Money Transfer services, Mpesa float sales and tills & Paybill utilization.
• Grow partnerships with Money Transfer service providers to increase service offering.
• Develop profitability models for each delivery channel and preparation of periodic profit and loss estimates.
• Develop new Mobile functions and marketing plans in line with the Bank’s Mobile and Digital Banking strategy.
• Optimally drive growth of Mobile Banking transactions via Advertising, Customer education and promotional activities in conjunction with the relevant banking departments.

MINIMUM QUALIFICATIONS/EXPERIENCE (REQUIRED FOR THE JOB)

• A University degree in a relevant field in Business or Information Technology or equivalent qualification with over five (5) years’ experience.
• Thorough understanding of the working of delivery channels i.e., card business, ATMs, money transfer services etc.
• Knowledge and understanding of the banking industry.
• Project management skills to oversee projects to ensure effective implementation in a timely and cost-effective manner.

ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT)

• Master’s degree would be an added advantage.
• Ability to conduct research to attract new to bank customers and retain existing customers.
• Knowledge of financial transaction flow of the card business.

COMPETENCIES REQUIRED

• Ability to lead a diverse team to deliver results.
• Experience in Alternative channels operations and handling of related risks.
• Project management experience would be an added advantage
• Good managerial skills.
• Good networking skills.

Closing Date 01 April 2023