Senior Agent Program Manager at Kasha Kenya

Job Purpose:

To build and manage the performance of Agent Network across Rwanda and Kenya. Devise and execute the strategy with the objective of significantly growing the agent network. Operationalize the rhythm of management training, retraining, and development of agents to ensure their success. Lead all Agent Consumer business programs, ensure that the agent network is well organized, managed appropriately and that all operations are running accordingly.

Your Responsibilities:

• Devise and execute a strategy/model and business plan to significantly grow the agent network across Africa. This should include but not limited to reward commission, training, and development.
• Develop and execute a strategy to retain 85% of our existing agents- manage agent churn to 15%. Develop full-scale monthly and quarterly budgets on agent consumer activities.
• Monitor and adjust newly introduced programs to ensure program objectives are achieved for example referral programs, different incentives, etc.
• Develop and implement an effective agent (re)training and growth program. Onboard, train, and give supervisory support on a day-to-day basis to new agent recruits.
• Identify, recommend, and coordinate regions for possible expansion of the Agent network- i.e regions with minimal coverage.
• Identify and appoint senior/high-performing agents as Team Leads to manage other agents. Identify low-performing agents and coach and train them or replace them.
• Work with the Sales team to develop and implement an effective commission model.
• Engage with the marketing team to identify branding opportunities for high-performing areas. Ensure that all agents are in well-branded attire. Ensure agents have supportive materials such as masks, jackets, catalogs, etc.
• Work with the supply chain team on improving delivery logistics.
• Work closely with the Health team on healthcare programs and agent community impact.
• Work with the Engineering team to improve the systems for data collection for the mass market (for example dashboard check-in).
• Engage with the Customer Care team to ensure agent sales are properly captured and customers have been able to pay using the USSD app. Take the lead in optimizing the USSD by identifying challenges and proposing quick solutions to the customer care team.
• Daily tracking of activities including setting priorities for team and agents. Monitor and evaluate agent performance weekly and monthly (active and non-active). Working with the team leads to continuously assessing and managing agents. Ensure follow-up on low-performing agents as required. Deliver end-of-day reports on network growth and performance.
• Work closely with all agents by responding to their concerns (point person for all agents' inquiries and challenges). Troubleshoot issues raised by the agents and team including forwarding issues to the relevant managers that can’t be self-resolved.
• Deliver insights to help drive business decisions and accelerate growth specific to this customer segment. Provide informed feedback that will lead to strategic realignment and improvement.

Role Requirements:

• Bachelor’s Degree/Diploma in Business, Marketing, or a related field from a reputable university.
• At least 3-5 years of proven experience in agent management with demonstrable success.
• In-depth knowledge of Agent management and KPI measurement.
• Proficiency with Microsoft Office and an aptitude to learn and introduce new software and systems.
• Ability, willingness, and readiness to travel (30% of the time).