ETHIOPOST – Head, Agent Network Development, DFS

Core Purpose of the Job

Drive, develop, and manage, the expansion of Ethiopost’s agent network, ensuring its efficiency and effectiveness, and fostering strong relationships with agents and partners.

Key Responsibilities:

Agent Network Strategy and Expansion:

  • Design and execute strategies for growing and sustaining a robust and vibrant agent network aligned with the business goals and market dynamics.
  • Identify target markets, assess market potential, and define network expansion plans to increase the reach and penetration of our digital finance services.
  • Develop knowledge material to facilitate the recruitment, on boarding, and training of agents, including continuous supportive supervision and ensuring they meet the required qualifications and possess the necessary knowledge and tools to deliver high-quality services to customers.

Agent Network Management:

  • Implement robust systems and processes to effectively manage the agent network, including performance monitoring, support mechanisms, and incentive structures.
  • Establish clear KPIs and performance metrics for agent network teams and agents, regularly track and evaluate their performance, and provide constructive feedback to drive continuous improvement.
  • Proactively identify challenges and bottlenecks in agent network operations and develop solutions to optimize efficiency and enhance the agent and customer experience.
  • Develop and maintain standard operating procedure manuals for all activities related to agent network operations.

Relationship Management:

  • Identify and evaluate potential partnerships, negotiating contracts and agreements to expand the agent network and increase service coverage. Build and nurture these relationships.
  • Support regional/branch agent network teams with product materials and bespoke proposals to facilitate engagement with prospective strategic partners/agents at the regional/branch level.
  • Ensure ongoing support, guidance, and training to agents, ensuring they have the necessary tools and resources to deliver exceptional service to customers.
  • Collaborate with internal teams, such as technology, marketing, and customer support, to ensure seamless integration and support for agent network operations.

Risk Management and Compliance:

  • Ensure compliance with regulatory requirements, industry standards, and internal policies within the agent network in collaboration with risk and legal managers.
  • Implement effective risk management practices, including fraud prevention measures, data security protocols, and operational controls within the agent network.
  • Regularly assess and mitigate risks associated with agent network operations, monitoring for compliance and taking corrective actions as necessary.

Performance Analysis and Reporting:

  • Develop and maintain reporting mechanisms to monitor the performance of the agent network, analyze key trends, and identify areas for improvement.
  • Prepare and present comprehensive reports and insights, highlighting network performance, agent productivity, and customer satisfaction metrics.
  • Utilize data-driven insights to drive strategic decision-making, refine agent network strategies, and enhance operational efficiency.

Reporting to: Head, Digital Financial Services

Job Requirements

QUALIFICATIONS: Job Requirements (Education, Experience, and Competencies)

Education:

  • A degree in marketing, sales, business administration, operations management, or related disciplines.
  • A qualification in project management is a plus.

Knowledge, Skills, and Experience

  • Strong knowledge of digital financial services, mobile banking, agent banking, or similar domains.
  • At least 3 years experience in an agent or distribution network management role in any sector..
  • Demonstrated experience in developing and executing agent or distribution network expansion strategies.
  • Experience in designing and delivering operational training to staff.
  • Experience in project management is a plus.
  • Proficiency in MS Office Suite and familiarity with digital finance software or platforms.

Other Competencies

  • Excellent leadership abilities with the capacity to inspire and motivate teams.
  • Strong business acumen and strategic thinking, with the ability to identify market opportunities and drive growth.
  • Exceptional relationship management and negotiation skills.
  • Analytical mind set with proficiency in data analysis and reporting.
  • Familiarity with regulatory requirements and compliance within the financial services industry.
  • Excellent communication and presentation skills.

How to Apply

Send your application hr@ethio.post  Applications should include a cover letter (in English) indicating your motivation for the application and a detailed curriculum vitae indicating your qualifications for the role.

NOTE: Please note that presentation of false academic documents and certification will lead to criminal prosecution.

Any form of canvassing will lead to automatic disqualification.  Only Successful candidates will be contacted.

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