Regional DFS Support Supervisor at Family Bank Ltd

Are you a go getter, positive minded individual who fits the role profile captured below? There are several opportunities for ambitious, self-driven individuals to fill the above position.

REPORTING TO: HEAD OF DIGITAL CHANNELS

Job Purpose: The role holder is responsible for supporting the DFS Business Strategy, DFS Key Performance Indicators and Digital Market Activators.

Key Responsibilities:

• Drive agent/merchant recruitment in the specific region/cluster/branch as per the laid down standards and CBK Guidelines as well as tracking and performance.
• Support DMAs to recruit agents/merchants in their respective branches, guide them on the uptake process and procedures, and follow up, assistance in terms of replenishing of materials, complaints resolve and general guidance and Ensure Nil dormancy.
• Drive uptake of DFS products in the region as per agreed KPIS
• Supervise and appraise agent activities in the Region i.e. provide regular updates on the agent network and ensure Excellent Customer Service Delivery in Agents and Merchant Business by ensuring that DMA’s offer world class customer centrism principles as guided by the banks policies.
• Work with DMA’s team to provide continuous one on one agent training on operations and product knowledge and also training & Awareness for agents and Merchants on Anti Money Laundering (AML/CFT)

·        Ensures that all new businesses are in line with AML/KYC and CTF laws and regulations and customer information is regularly updated.

• Coordinate training seminars and forums for agents and Merchants networking as well as provide forums for sharing feedback.
• Ensure observance of the Central Bank of Kenya Guidelines on Agent Banking by sensitizing Agents and Merchants on the CBK provisions and need to comply with the same.
• Hold regular performance review with Digital Market Activators in the region to ensure that all DFS KPIS are met within the agreed timelines
• Work with DFS Head office team to resolve operational issues affecting DFS Business and also ensure uptake of DFS innovations in the region.
• Carry out periodic and regular visits to the Merchants/Agents to drive Family Bank POS usage and offer POS support to Merchants/Agents. Ensure training on usage of the POS machines and enlightenment on the revenue channels available i.e. bill payments including water, electricity and all others.
• Work with Marketing team to ensure visibility of Merchants and Agents and ensure relevant branding and signage for Agents banking outlets in the Region
• Actively support product development and sales initiatives, daily sales marketing activities by branch DMA’s through the identification of potential agents and coordinating joint marketing activities and cross-selling Alternative Banking Channels products. Ensuring full usage of our Pesa pap platform to realize maximum benefits and revenue generation.
• Support Market activation especially on areas where we have low agency Banking footprint
• Any other official duty that may be allocated by management from time to time.

The Person:

The ideal candidate must possess the following:

Qualifications:

• A University degree.
• An MBA is an added advantage.
• A minimum of 2 years skilled experience in DFS or related Role
• Experience in DFS (Digital Financial Services) service provision and innovations.
• Sound knowledge of the Banking Act and the regulatory framework in the Financial Services Industry
• Able to apply Financial knowledge and skills to achieve business goals
• Able to identify and minimize potential and inherent risks in banking
• Proficient in the use of Banking and office management systems
• A member of a professional body

Key Competencies and Attributes:

Interpersonal:

• Goal focused and able to spot business opportunities
• Builds networks and maintains strong relationships
• Able to manage and influence others to achieve results
• Has passion and drive to achieve results under difficult circumstances
• Pleasant and able to relate well in diverse social set ups and teams
• Upholds high standard of Professionalism, integrity and respect for others
• Able to identify, motivate and develop talent within the Bank
• Communicates effectively and is able to explain complex Business issues
• Drives high performance in teams.