Manager - Agent Operations job at MTN-Uganda

Background information about the job or company (e.g., role context, company overview)

The Manager Agent Operations will lead initiatives using Digital Tools to improve effectiveness and efficiency of all distribution channels in line with the laid down policies, processes, and procedures. The job holder is accountable for driving compliance levels of the delivery channels through quality improvement in Trade operations.

Responsibilities or duties

Main Job Functions:

• Develop, implement, and enforce Agent quality management initiative in line with the laid down policies, processes, and procedures.
• Develop reports to track agents’ activity daily, weekly, and monthly.
• Timely resolution of Agent and queries in the Trade.
• Responsible for setting and execution of KPIs for Dealers and other channel partners.
• Identify process gaps and spearhead the implementation of initiatives such as automation tools for process improvements in the Trade.
• Enforce compliance to the stipulated processes and procedures among Agents, Dealers and all channel partners for efficiency in service delivery.
• Take appropriate action against errant and non-compliant channel partners that engage in unscrupulous activities aimed at manipulating the ecosystem to earn more commission.
• Support the Technology and products team in production and delivery tests for distribution product changes.
• Escalate any process gaps and Trade incidents to the Senior Manager Distribution & Channels.
• Train Direct Sales Distribution Teams (AQM Team) and channel partners on new products and services to ensure seamless service delivery to the end customers.
• Periodic review of feedback from Agent quality management team to drive process improvements for better service delivery.
• Promote the use of Digital Distribution Tools to drive efficiencies in the delivery of services across the channels.
• Carry out any other duties as may be assigned by the supervisor from time to time

Qualifications or requirements (e.g., education, skills)

Education:

• An honours degree in Commerce, Business Administration, Economics, Statistics, or any relevant field.
• Relevant Practical experience in Distribution and analytics.

Experience needed

Experience:

• 3 – 5 years’ relevant experience in Mobile Money distribution or Fast-Moving Consumer Goods (FMCG) distribution channels management.
• A minimum of 2 years’ managerial experience in channel management within the Mobile Money, Telecom or FMCG Industry.
• Proven exposure in Dealer and channel partner engagements for business growth
• Knowledge and experience in Distribution and channels management
• Good Interpersonal skills to effectively communicate with and manage channel partners.
• Knowledge and effective application of all relevant Fintech/Mobile Money policies, processes, procedures, and guidelines to consistently achieve required compliance standards or benchmarks.
• Good team player, positive attitude, and willing to work under high pressure and tight timelines.
• Proven experience and ability to adapt to use of Digital Tools to improve the quality of Distribution channels.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

NB: Presentation of false academic documents and certification will lead to criminal prosecution. Any form of canvassing will lead to automatic disqualification. Should you not hear from us within fourteen (14) days from the closing date of this advertisement, you may consider your application to be unsuccessful.

Female candidates are strongly encouraged to apply.

• Develop, implement, and enforce Agent quality management initiative in line with the laid down policies, processes, and procedures.
• Develop reports to track agents’ activity daily, weekly, and monthly.
• Timely resolution of Agent and queries in the Trade.
• Responsible for setting and execution of KPIs for Dealers and other channel partners.
• Identify process gaps and spearhead the implementation of initiatives such as automation tools for process improvements in the Trade.
• Enforce compliance to the stipulated processes and procedures among Agents, Dealers and all channel partners for efficiency in service delivery.
• Take appropriate action against errant and non-compliant channel partners that engage in unscrupulous activities aimed at manipulating the ecosystem to earn more commission.
• Support the Technology and products team in production and delivery tests for distribution product changes.
• Escalate any process gaps and Trade incidents to the Senior Manager Distribution & Channels.
• Train Direct Sales Distribution Teams (AQM Team) and channel partners on new products and services to ensure seamless service delivery to the end customers.
• Periodic review of feedback from Agent quality management team to drive process improvements for better service delivery.
• Promote the use of Digital Distribution Tools to drive efficiencies in the delivery of services across the channels.
• Carry out any other duties as may be assigned by the supervisor from time to time

• Digital Tools
• Process Improvement
• Channel Management
• Data Analysis
• Interpersonal Skills
• Communication Skills
• Teamwork
• Problem-Solving

• An honours degree in Commerce, Business Administration, Economics, Statistics, or any relevant field.
• Relevant Practical experience in Distribution and analytics.
• 3 – 5 years’ relevant experience in Mobile Money distribution or Fast-Moving Consumer Goods (FMCG) distribution channels management.
• A minimum of 2 years’ managerial experience in channel management within the Mobile Money, Telecom or FMCG Industry.
• Proven exposure in Dealer and channel partner engagements for business growth
• Knowledge and experience in Distribution and channels management
• Good Interpersonal skills to effectively communicate with and manage channel partners.
• Knowledge and effective application of all relevant Fintech/Mobile Money policies, processes, procedures, and guidelines to consistently achieve required compliance standards or benchmarks.
• Good team player, positive attitude, and willing to work under high pressure and tight timelines.
• Proven experience and ability to adapt to use of Digital Tools to improve the quality of Distribution channels.