Head; Agency Banking and Distribution (1 Position(s))
Job Location :
Head Office, Hq
Job Purpose:
Provide leadership in managing, monitoring, and evaluating end to end Channel Distribution (Agents, Branches and ATM) to improve Customer Experience; hence, improve Sales to generate high Sales volume, as well as Oversee all Agents, Branches and ATM activities from idea generation, concept design, research facts, development, go live plan and post live analysis in collaboration with sales to achieve sales goals.

Formulate and execute Agency Banking & Distribution Strategy in alignment with the bank’s overall strategy.

Main Responsibilities:

Strategic Focus
Design and implement a clear vision and strategy for the Bank to enhance self-service offering to all segments of Retail by expanding current capabilities and reduce costs.
Develop and maintain key customer relations with internal business partners and vendor representatives, research on competitive pricing and practices to ensure that channels remain efficient with the highest quality of standard.
Take lead on channel optimization and ensure performance by developing revenue generating Alternative Sales Channels, maintaining, and enhancing the organization’s competitive footprint across the network while monitoring performance and usage.
Ensure timely and end to end delivery of physical channels projects.
Monitor and assess industry trends related to all Agency Banking and Channel related activity and advice management accordingly.
Plan and execute service usage campaigns as well as ensuring branding and promotional materials are distributed timely across the network.
Design and implement a clear vision and strategy for the Bank to enhance self-service offering to all segments of Retail by expanding current capabilities and reduce costs.
Actively identify and implement opportunities from high-cost branch and manual transactions to alternative and lower cost channels with the objective of reducing the cost-of-service delivery bank wide.
Ensure the commercial and operational readiness of all channels and facilitate strategy formulation and execution for all customer channels.
Run profitability analysis for the current set up of the ATMs and Agency banking network, provide suggestions for network optimization to distribution team.
Integrate service experience via current channels and identification of emerging technology that will support new customer propositions.

Coordinate with all support and business departments to ensure channels are in line with processes, controls, regulations, and sales targets. Timely MIS of channel related performance and report to line manager, required committees and management in general.
Ensure proper development, implementation and management of Channels are done as per internal and external procedures, processes, and regulations.
Support sales team in ensuring that channel business cases are in line with sales targets. From time to time evaluate business cases to ensure agreed sales targets remain realistic and SMART.
Manage, monitor, and mentor all resources with direct reporting line to ensure all new distribution channels are approved and are in line with regulators (BOT, FIU, TCRA and all other relevant regulators).

Analyze, manage, and identify all system faults and service uptime that affect channel performance, suggest areas of improvement and ensure approved changes/enhancements are implemented within agreed timelines.
Manage relationships with national and international business partners (Donors. NGOs, financial institutions, MNOs, government etc.) who are interested in working with NMB in channel related matters.

Leadership & People Management Focus
Provide leadership to agency banking and distribution team and manage relationships with internal and external stakeholders.
Build and develop high performing teams through embedding performance development culture.
Competent skills in networking, teamwork, and meetings management.
Mentor, manage, control and coach resources with direct line reporting.
Regular review of individual performance targets and give constructive feedback for development and ensure team achieve maximum potential.
Determine and manage Training Needs Analysis and succession plans for all team members.
Ensure Team members own and manage customer queries and complaints by taking ownership and resolving in timely manner. Act as escalation point for their unresolved queries and complaints.
Motivate staff to ensure they are recognized through NMB recognition scheme.
Create an empowering environment for team members, encourage individual ownership and initiative.
Agree targets and take accountability for the overall achievement of performance objective for the team in areas of customer experience, cost performance and risk management.

Operations Focus

Work closely with the sales department to ensure agreed budget and business cases are achieved in line with Retail strategy.
Provide support for the Agency Banking outsourced companies and ensure they perform as per the agreed key performance indicators.
Ensure Agents are well equipped with the right knowledge and subsequently performs as per required.
Ensure all Channels are compliant with laid down risk standards and regulatory requirements.
Review customer satisfaction surveys and identify channel distribution issues and create action plans and implement changes to address such issues.
Build relationships with internal stakeholders such as Marketing, Customer Experience, and Corporate Communication and ensure service level agreements are implemented and maintained.
Responsible for all MIS and management reports in relation to channel performance
Manage agency banking and channel process to ensure that the services respond to customer needs and wants.

Knowledge and Skills:

A comprehensive knowledge of Tanzanian Banking industry
Comprehensive knowledge of NMB retail channels and processes that support them.
Detailed knowledge of NMB retail strategy and policies.
Retail Distribution models
A wide knowledge of Agency Banking
Detailed knowledge of consumer buying behavior, marketing techniques and evolving dynamics.
An understanding of customer segmentation theory and practice.
A detailed understanding of the banking industry, advisory, regulatory, and professional bodies.
A good understanding of legislation related to financial services and channel delivery.
A good knowledge of constructing reports, executive summaries, and briefs.
Communication skills both written and oral
Business planning and Project management
Strong analytical and numerical skills for calculation of statistics, figures, and targets
Standard Computer skills
Good interpersonal and networking skills
Negotiation skills
Report writing skills.
Ability to explain and handle complex information clearly and simply.
Presentation, Coaching and Training skills.
Ablity to deal professionally, confidently, and effectively with staff at all levels, internally and externally.
Qualifications and Experience:
An advanced diploma/degree in Business Administration, Accountancy, Economy, Finance, or any other related field.
A Master’s degree will be an added advantage
A minimum of 10 years of working experience in financial services and at least 5 years in agency banking leadership within the Banking Industry.
Familiar with a variety of the field’s concepts, practices, and procedures.
Conversant in Customer segmentation, channel distribution efficiency procedures/processes.
Ability to keep abreast of industry changes in both the business and marketing environments.

NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.

Female candidates and people living with disabilities are strongly encouraged to apply for this position.

NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.

Only shortlisted candidates will be contacted
Job opening date : 02-Feb-2024
Job closing date : 16-Feb-2024