Position Overview

Zanaco Bank Plc is inviting applications from suitably qualified and experienced individuals for the following job aimed at contributing to the Bank’s strategic vision, in the Digital Banking Division under the Agency Banking & Adoption North at Kasama Branch:

Role Description

Job Purpose: To coordinate the execution of the Digital Banking Agency & Adoption Strategy within the assigned territory. To support the growth and retention of active Digital Banking customers and Xpress Agents through effective coordination and support of Bank-contracted Digital Sales Agents (DSAs) responsible for customer acquisition and vendor-led Trade Development Representatives (TDRs) responsible for Agency Banking growth. The role is responsible for supporting sales execution, customer acquisition, agent growth, onboarding quality, customer activation, performance monitoring and compliance within the assigned territory whilst ensuring alignment to approved operational procedures and business objectives.

Sales & Business Growth (50%)

• Deliver set digital client and agent acquisition sales targets for the region as agreed with the line manager.
• Acquisition of Digital clients as well as activation and deployment of Agents in assigned region.
• Ensure adequate Agents support as well as sensitization of the Agents on commission structure and payment dates.
• Ensure correct KYC is completed and submitted for onboarding of Clients and Agents.
• Ensure DSA and TDR sales productivity trackers are completed daily/weekly and feedback provided timely so that performance gaps are addressed in subsequent days/weeks.
• Provide competitor’s information to sales teams quarterly in terms of pricing, products and campaigns to help the team improve its position in its sales approach.
• Supervise and coordinate trade sales promotional campaigns by distributing material to TDRs/DSAs and customers and ensuring the cascading of key messages.
• Ensure adequate product training is done for TDRs and DSAs.
• Drive visibility of all Agent outlets.
• Drive Agent reward programme in the region.
• Act as a link between the Bank and Vendors/DSAs in so far as dissemination of information to the team is concerned.
• Be responsible for the growth of NTB digital clients on the portfolio and accountable for all financial KPIs on the portfolio.
• Execute client value proposition for digital banking clients.
• Promote a customer-focused sales and service culture that enhances customer experience, retention and business growth.
• Develop new business opportunities in Xpress Instore Banking, connect store, corporate NTB acquisitions and cross-selling goals and monitor achievement of these goals.
• Ensure that the full value chain of this segment proposition is realized for the Bank.
• Conduct market sizing and provide initiatives to lead the market.
• Ensure brand and offering consistency across the channel offering for this segment.
• Constantly scan the market to acquire clients (Corporate and Individual).
• Align the Digital Agency & Adoption business strategy with other business divisions within the bank to leverage synergies for bulk payments and acquisition.
• Identify and take ownership of generating sales opportunities through various events and marketing efforts.
• Supervise and manage Bank-contracted DSAs operating within assigned districts and territories.
• Ensure DSA deployment is aligned to approved zonal and district allocations.
• Monitor DSA productivity against agreed onboarding, activation and activity targets.
• Ensure all onboarded customers meet approved commission eligibility criteria including KYC compliance, Mobile Banking registration and Revenue Generating Transactions (RGTs).
• Drive customer activation, mobile banking registration and transaction activity for newly acquired customers.
• Ensure bank-issued devices allocated to DSAs are managed and safeguarded in line with approved procedures.
• Identify DSA productivity gaps and implement corrective actions to improve onboarding performance.

Relationship Management – Vendor, TDR, DSA, Branches and other Stakeholders (30%)

• Manage end-to-end customer communication.
• Build and enhance positive working relationships with external and internal stakeholders.
• Drive Xpress Agents’ reward programmes in the region.
• Ensure Xpress Agents receive all relevant training.
• Send Xpress Agents statements in instances when the system fails.
• Ensure Xpress Agents have better experience by placing them on Bank platforms e.g. internet banking.
• Perform reconciliation with Xpress Agents when queries arise.
• Ensure region active rate of channel transactions is attained on a weekly basis.
• Analyze the inactive report to improve operational efficiency.
• Ensure prompt resolution of DSA operational, onboarding and commission-related challenges.
• Coordinate branch support for DSA onboarding campaigns and customer acquisition activities.
• Facilitate communication between Head Office, DSAs, TDRs and Branch Teams.
• Recommend remedial coaching, performance interventions and contract termination actions for consistently underperforming DSAs.

Risk, Governance & Controls (20%)

• Train the Agents, vendors, TDRs and DSAs on regulatory compliance requirements and manage adherence after validations.
• Execute defined servicing model for digital banking clients and Xpress Agents.
• Ensure that all workflow, process and procedures are followed and any breaches are reported timely.
• Ensure that all regulatory requirements are met and comply with all internal policies and procedures.
• Implement and close Audit findings.
• Implement and close regulatory inspection findings.
• Report the RCSA (Risk Register) monthly and ensure implementation of controls against open risks.
• Report risk events within twenty-four (24) hours to three (3) days of occurrence and ensure closure of open action plans.
• Ensure all DSAs comply with onboarding SOPs, KYC standards and regulatory requirements.
• Ensure standardized onboarding procedures are followed through approved bank-issued devices.
• Monitor DSA adherence to customer confidentiality, information security and data privacy requirements.
• Ensure DSA commission validation is supported by accurate onboarding and customer activity records.
• Monitor and report DSA conduct issues, fraudulent onboarding attempts, gaming activities and policy violations.

Any other duties as assigned by superiors.

Requirements

Qualifications & Experience:

• Full Grade 12 Certificate with 5 Credits including English & Mathematics.
• Degree in Business Administration, Marketing, Sales & Marketing, Banking & Finance, Economics, Commerce or related field.
• Three (3) years’ experience in managing and coaching a large sales force.

Job Core Competencies:

• Expert knowledge in digital client acquisition, Agency Banking sales and service.
• Strong numerical, financial acumen and data analysis skills.
• Good knowledge of Microsoft applications.
• Good knowledge of general banking practices and procedures.
• Sound business acumen.
• Good knowledge of competitor offerings and structures.
• Good negotiation skills and portfolio management knowledge.
• Results oriented.
• Customer centric.
• Good communication skills.
• Good team player.
• Building relationships.
• Pro-activity.
• Resilience.
• Problem solving.
• Integrity.
• Data-driven decision making.
• Coaching and performance management.

• Deliver set digital client and agent acquisition sales targets for the region as agreed with the line manager.
• Acquire digital clients and activate and deploy Agents in the assigned region.
• Ensure adequate Agent support and sensitize Agents on commission structure and payment dates.
• Ensure correct KYC is completed and submitted for onboarding of Clients and Agents.
• Complete DSA and TDR sales productivity trackers daily/weekly and provide timely feedback to address performance gaps.
• Provide quarterly competitor information to sales teams on pricing, products and campaigns.
• Supervise and coordinate trade sales promotional campaigns and ensure key messages are cascaded.
• Ensure product training is delivered to TDRs and DSAs.
• Drive visibility of Agent outlets and Agent reward programmes in the region.
• Coordinate information dissemination between the Bank and Vendors/DSAs.
• Grow NTB digital clients on the portfolio and meet financial KPIs.
• Execute the client value proposition for digital banking clients and promote customer-focused sales and service.
• Develop and monitor business opportunities in Xpress Instore Banking, connect store, corporate NTB acquisitions and cross-selling.
• Conduct market sizing, scan the market for Corporate and Individual clients, and identify sales opportunities through events and marketing efforts.
• Align the Digital Agency & Adoption business strategy with other bank divisions to leverage synergies.
• Supervise and manage Bank-contracted DSAs and ensure deployment aligns with approved zonal and district allocations.
• Monitor DSA productivity against onboarding, activation and activity targets and implement corrective actions.
• Drive customer activation, mobile banking registration and transaction activity.
• Ensure customer commission eligibility criteria, including KYC compliance, Mobile Banking registration and Revenue Generating Transactions (RGTs), are met.
• Manage and safeguard bank-issued devices allocated to DSAs.
• Manage end-to-end customer communication and build positive internal and external stakeholder relationships.
• Ensure Xpress Agents receive relevant training, statements when systems fail, access to Bank platforms and support with reconciliations.
• Attain the weekly regional active rate of channel transactions and analyze inactive reports.
• Resolve DSA operational, onboarding and commission-related challenges and coordinate branch support for campaigns and customer acquisition.
• Facilitate communication between Head Office, DSAs, TDRs and Branch Teams.
• Recommend remedial coaching, performance interventions and contract termination actions for consistently underperforming DSAs.
• Train Agents, vendors, TDRs and DSAs on regulatory compliance requirements and manage adherence.
• Follow the defined servicing model, workflow, processes and procedures; report breaches promptly.
• Comply with regulatory requirements and internal policies and procedures; implement and close Audit and regulatory inspection findings.
• Report the RCSA (Risk Register) monthly, implement controls against open risks, report risk events within twenty-four (24) hours to three (3) days of occurrence and close open action plans.
• Ensure DSA compliance with onboarding SOPs, KYC standards, regulatory requirements, customer confidentiality, information security and data privacy requirements.
• Ensure standardized onboarding uses approved bank-issued devices and that commission validation is supported by accurate onboarding and customer activity records.
• Monitor and report DSA conduct issues, fraudulent onboarding attempts, gaming activities and policy violations.
• Any other duties as assigned by superiors.

• Expert knowledge in digital client acquisition, Agency Banking sales and service.
• Strong numerical, financial acumen and data analysis skills.
• Good knowledge of Microsoft applications.
• Good knowledge of general banking practices and procedures.
• Sound business acumen.
• Good knowledge of competitor offerings and structures.
• Good negotiation skills and portfolio management knowledge.
• Results oriented.
• Customer centric.
• Good communication skills.
• Good team player.
• Building relationships.
• Pro-activity.
• Resilience.
• Problem solving.
• Integrity.
• Data-driven decision making.
• Coaching and performance management.

• Full Grade 12 Certificate with 5 Credits including English & Mathematics.
• Degree in Business Administration, Marketing, Sales & Marketing, Banking & Finance, Economics, Commerce or related field.