Job SummaryDesigns, implements and maintains the channel strategy to support the MFI’s alternative delivery channel strategy. Provides project management and advisory services on channels initiatives and projects. Understands customer needs and create optimum usage and uptake of electronic channels. Creates internal awareness and knowledge sharing. Contributes to the profitability and growth of electronic channels by creating and maintaining services which are customer focused and support the strategic growth and objectives of AMfB. Identifies new channels to improve customer adoption and retention. Assists in the promotion of AMfB products and services via various electronic channels. Promotes a positive image and ensure that electronic channels effectively support our brand image.Key Areas of Responsibility:
Provide channels and digital financial services guidance, advisory services, and project management:
Work with business units to understand the business challenges, objectives and bottlenecks they face in order to design a channels strategy;
Work with the technology team to ensure the core infrastructure (i.e. core banking system, network infrastructure, connectivity, finance, reporting) support daily electronic and digital channels objectives and operations;
Evaluate, monitor, and support the development of human resource capacity to manage the channels and digital financial services and activities.
Provide input on the strategy and planning for developments and improvements of digital financial services offerings including Agency banking by the bank and strategic partners.
Support the offerings of digital financial services by providing hands-on consulting and guidance for channels and technology solutions.
Design and support innovations and interventions; to include strengthening the technology offerings, functionality enhancements, process improvements, integration capacity with clients using the solution, inputs and improvements.
Develop knowledge and information sharing within the bank with focus on electronic channels and digital financial services in order to provide quality, value–add services, profitability, awareness, and marketing and performance metrics.
Manage electronic and digital finance services projects from start to finish including needs assessment/evaluation, Scope of Work (SOW) creation, contract negotiation, and delivery of consultancies, review and approval of deliverables and invoices, and project closure.
Business development:
Contribute to the development of the Channels strategic plan that will guide rapid growth and electronic channels;
Implement the growth strategies, including planning/opening new agents, growth of the existing channels, and development of new electronic products and services.
Capacity building for the whole organization, branch staff and agents :
Create an organization-wide awareness, recruit agents , incentivize, create competent agents and e-business employees;
Provide effective training to Regional managers, Area Managers branch managers, loan officers, and Collection Officers, based on international best practices.
Operational procedures and compliance:
Develop and strengthen the policies, procedures, and controls of the institution relating to electronic channels and digital finance ,agent management , and reporting;
Prepare new procedures when launching new electronic products or other digital finance services in link with the organization’s operation department.
Planning, monitoring, and reporting:
Together with CIO, direct the preparation of the electronic channels operations plan and budget, by branch, by region;
Develop and implement adequate agency and branch performance reporting system, including product performance, uptake, and profitability.
Desired Skills and Experience
Bachelor of Science degree in Engineering, Electronics, Computer Science, and/or related fields is required. Masters or MBA is preferred;
About 8-10 years of experience in the banking, microfinance and electronic channels /or branchless banking, preferably with significant operational experience in digital channels and agency network management;
Project management experience: detail and process oriented. Ability to motivate and develop staff;
Understanding of financial services and banking, knowledge of electronic channels, digital finance and agency (branchless) banking.
Business and technical skills in key functional area(s) which include delivery channels, information and communications technology, financial services technology, and training and capacity building with channels and digital finance;
Passion, curiosity, knowledge, and understanding of new technologies and digital delivery channels;
Ability to define the channels strategy, strategic planning and business requirements for use of channels and technology;
Ability to operate with a minimum of supervision;
Strong industry related analytical skills, e.g. read and interpret financial statements;
Collaborative in nature, strong written and oral communication skills, and high comfort-level in presenting to executive teams;
Strong negotiation skills and business judgment
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