Main Purpose of the Job
The Supervisor – Agency Banking is responsible for providing technical support, management, and oversight for all Agency Banking capabilities, including Point of Sale (POS) devices and the Agency Banking App. This role ensures the seamless operation of systems, resolves technical issues, and collaborates with merchants, service agents, and internal teams to deliver an exceptional customer and merchant experience.
Core Accountabilities and Responsibilities
1. Technical Support & Maintenance
- Provide first-line technical support for POS devices and the Agency Banking App to resolve merchant and customer issues efficiently.
- Conduct diagnostics and troubleshooting for hardware, software, and network-related issues.
- Coordinate and execute regular updates for POS devices and the Agency Banking App to ensure optimal functionality and security.
- Monitor device performance using tracking tools and proactively address potential technical challenges.
- Collaborate with IT and external vendors to resolve escalated issues and manage software patches.
2. Merchant Onboarding & Training
- Supervise the technical setup and configuration of POS devices for new merchants.
- Ensure merchants are trained on the correct usage of devices and the Agency Banking App, including security protocols and troubleshooting tips.
- Maintain updated training materials and user manuals for merchants.
3. Network & Device Management
- Monitor and maintain the connectivity of POS devices, ensuring stable network performance.
- Ensure all devices are registered, activated, and operating within defined guidelines.
- Manage an inventory of POS devices, replacement units, and consumables (e.g., receipt rolls) for timely distribution.
- Implement proactive device health checks and system monitoring to minimize downtime.
4. Escalation Procedures
- Serve as the primary escalation point for unresolved technical issues reported by service agents or merchants.
- Develop and maintain escalation processes for seamless resolution of high-priority issues.
- Ensure timely reporting and follow-up on escalated issues to minimize disruption to merchant operations.
5. Performance Monitoring & Reporting
- Monitor and track key performance metrics related to merchant activity, device performance, and service quality.
- Generate reports to analyze trends and provide actionable insights for improvement.
- Provide regular updates to the Manager – Agency Banking and recommend process enhancements.
6. Collaboration & Stakeholder Engagement
- Work closely with service agents, IT teams, and third-party vendors to ensure effective service delivery and system support.
- Act as a liaison between the bank and merchants for technical queries and support.
- Contribute to the development and implementation of policies and procedures for Agency Banking operations.
7. Risk & Compliance Management
- Ensure POS devices and the Agency Banking App operate within regulatory and compliance guidelines.
- Train merchants on safe transaction practices and device security measures.
- Monitor system activities to identify and mitigate potential risks, such as fraud or misuse.
Qualifications: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
Additional certifications in device management, application support, or customer experience are an advantage.
Experience: Minimum 3-5 years of experience in technical support, system operations, or customer service management.
Proven expertise in managing POS devices, mobile applications, and system monitoring tools.
Experience working in the banking or financial services sector is highly desirable. Competencies: Technical expertise in agency banking systems.
Proactive approach to issue resolution and system optimization.
Effective team collaboration and vendor management.
Customer-centric mindset with a focus on delivering high-quality service.
Adaptability to handle new challenges and technologies in a dynamic environment.
Closing date: 30th December 2024