Location: Dar es salaam
Job Type: Full-time

Table of Contents

Job Description

The Co-operative Bank is seeking a Relationship Manager – Agency Banking & Alternative Channels to drive growth, retention, and performance across Agency Banking, Merchant Services, and ATM operations. This role will be responsible for managing a portfolio of agents and merchants, ensuring efficient distribution, improving usage, and maximizing profitability across all touchpoints. The position also covers monitoring and optimizing ATM network performance to guarantee high availability, customer satisfaction, and revenue growth—supporting the Bank’s mission to expand financial access and deepen digital adoption.

Key Responsibilities

Sales Growth & Channel Performance

Drive sales and transaction volumes across Agency Banking, Merchant Services, and ATMs in line with set targets.
Develop and implement strategies to increase active agents, merchants, and transacting customers.
Expand the agent and merchant network strategically to support business growth and visibility.
Grow 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.
Collaborate with relevant departments to resolve faults and minimize downtime.
Analyze ATM usage patterns to recommend relocations, upgrades, or new installations.
Support initiatives to increase transaction volumes and optimize cash replenishment.
Ensure branding, safety, and service standards at all ATM sites.

Relationship Management & Field Support

Serve as the primary contact for agents, merchants, and ATM stakeholders.
Conduct regular field visits to monitor performance and provide on-site support and training.
Coordinate with branches to ensure seamless customer support and channel management.
Provide feedback on customer behavior, market trends, and performance opportunities.

Capacity Building & Channel Development

Organize and deliver training for agents, merchants, and branch staff on digital products, compliance, and customer service.
Design motivational initiatives to drive agent and merchant productivity.
Run customer awareness campaigns to improve digital literacy and channel utilization.

Risk Management & Compliance

Ensure all agents and merchants meet KYC and due diligence requirements prior to onboarding.
Regularly assess compliance with bank policies and regulatory requirements.
Report suspicious activities or fraud promptly and take preventive actions.
Monitor ATM security risks and implement corrective measures when needed.

Requirements

Experience:

Minimum of 5 years’ experience in Banking, Mobile Network Operators (MNOs), ATM channel management, or agency network operations.
Proven ability in channel performance management and customer engagement.

Education:

University degree or advanced diploma in Business Administration, Banking, Finance, Accounting, or related field.

Competencies & Attributes:

Strong knowledge of agency banking, ATM operations, and digital financial services.
Results-driven with a proven track record in achieving performance targets.
Excellent relationship management, communication, and problem-solving skills.
Analytical with the ability to interpret data and guide strategic actions.
High integrity, professionalism, and strong compliance orientation.

Key Skills: