To drive the growth, retention, and performance of Agency Banking, Merchant Services, and other Alternative Channels including ATM operations. The Relationship Manager is responsible for managing a portfolio of agents and merchants, optimizing channel distribution and improving usage and profitability across touchpoints. The role also includes monitoring ATM network performance and availability to ensure service efficiency, customer satisfaction, and revenue growth. This position supports the bank’s strategy to increase access to financial services and deepen digital adoption.

Sales Growth & Channel Performance

• Drive sales and transaction volumes across Agency Banking, Merchant Services, and ATMs in line with set targets.
• Plan and execute strategies for increasing active agents, merchants, and transacting customers.
• Expand the agent and merchant network strategically to support business growth and visibility.
• Drive growth in card-based transaction volumes through POS, QR code, and e-commerce channels.
• Support acquisition of new agents and merchants in collaboration with branch and field teams.

ATM Monitoring & Optimization

• Monitor ATM uptime, cash availability and transaction performance daily to ensure service availability.
• Work with relevant departments to resolve ATM faults and minimize downtime.
• Analyze ATM usage patterns and provide input on ATM relocations, upgrades or new installations.
• Support initiatives to increase ATM transaction volumes and optimize cash replenishment efficiency.
• Ensure proper branding, safety, and service standards are maintained at all ATM sites.

Relationship Management & Field Support

• Serve as the primary relationship manager for agents, merchants and ATM stakeholders.
• Conduct regular field visits to monitor performance and provide on-site support and training.
• Liaise with branches to ensure effective coordination in managing alternative channels and customer support.
• Provide feedback and insights to management regarding customer behavior, market trends and performance opportunities.

Capacity Building & Channel Development

• Organize and conduct training for agents, merchants, field staff and branch teams on digital products, customer service and compliance.
• Design and implement motivational initiatives for agents and merchants to drive retention and productivity.
• Drive customer awareness campaigns to improve channel utilization and digital literacy.

Risk Management & Compliance

• Ensure all agents and merchants meet KYC and due diligence requirements prior to onboarding.
• Regularly assess compliance of agency and merchant operations with bank policies and regulatory requirements.
• Report suspicious activities or fraud incidents promptly and take preventive action as required.
• Monitor ATM security risks, compliance with operational guidelines and implement corrective actions when needed.

Experience Required

• Minimum of 5 years’ experience in the Banking institutions, Mobile Network Operator (MNO), ATM Channel management or agency network operations with proven strong interpersonal skills.

Competencies and Attributes required

• Strong understanding of agency banking, ATM operations, and digital financial services.
• Results-oriented with a proven track record in channel performance and customer engagement.
• Excellent communication, relationship management and problem-solving skills.
• Analytical mindset with the ability to interpret data and drive strategic action.
• High integrity, professionalism and commitment to compliance.

Education Requirements

• University Degree or equivalent Advanced Diploma preferably in Business Administration, Banking, Accounting, Finance or any Business-related field.

• Problem Solving

• Professionalism Skills

• Good Analytical Skills

• Communication Skills