Job Description

To grow and maintain an active portfolio of agents fulfilling the Partner Banking channel development and penetration, also by operationalizing needs analysis to profile agents or customer needs in a specific geographical area effectively at onboarding of agents and during ongoing engagement and in line with CBE Mobile Money guidelines

• Demonstrate cost consciousness and awareness of personal contribution to costs and productivity
• Identify and escalates potential risks that may lead to increased costs
• Prevent wastage and identify process improvements to contain and reduce costs
• Demonstrate cost consciousness and awareness of personal contribution to costs and productivity
• Identify and escalates potential risks that may lead to increased costs
• Prevent wastage and identify process improvements to contain and reduce costs
• Adhere to Organisational values and service standards and interact with and communicate with customers accordingly
• Ensure first time resolution of customer queries or complaints and take ownership of any requirements and follow up on queries handed over to other parties or areas to ensure delivery on agreed time lines and Service Level Agreements
• Meet set turnaround times while ensuring own availability, reliability and accuracy
• Propose improvements on internal processes that impacts service levels and customer satisfaction within area of accountability
• Ensure own product knowledge and guidance provided is technically accurate and collects feedback to help improve customer service
• Establish relationships with relevant individuals and departments to deliver on work expectations
• Adhere to relevant service level agreements to build trust in the relationship
• Execute own work in accordance with the organisational values and code of ethics
• Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution Identify and escalate risk as normal part of work Investigate new ways to optimise processes
• Flag opportunities to migrate to platform and supports the use of technology in process and system improvements
• Draw on knowledge and experience to identify and develop solutions that lead to improved service delivery and quality
• Produce high quality work by adhering to predefined standards and procedures and in accordance with compliance and governance standards
• Work with enhanced processes and procedures to maintain operational efficiencies
• Deliver work in an accurate manner to ensure consistent results
• Draw on knowledge and experience to identify and develop solutions that leads to improved service delivery and quality
• Adhere to quality standards, turnaround times and Company policies and procedures
• Complete relevant administration, reporting and updating of information accurately and on time
• Provide timeous reports on operations, performance and audit findings
• Report on transactional activity progression within set guidelines to provide timely information for decision making in area of accountability
• Seek out regular performance feedback and put actions in place to improve and enhance performance Identify activities to address own development gaps
• Create own personal development plan and review plan with team leader or manager
• Understand which competencies and skills are required to be mastered to ensure personal development and performance
• Keep abreast of learning opportunities, changing products and trends
• Contribute to teamwork and inclusivity by working together to achieve team goals
• Value individual contributions and respects diversity in the team
• Share information and knowledge that benefits the team

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Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

01/08/26