Agent Network Manager at Ethiopost

• Design and execute strategies for growing and sustaining a robust and vibrant agent network aligned with the business goals and market dynamics.
• Identify target markets, assess market potential, and define network expansion plans to increase the reach and penetration of our digital finance services.
• Develop knowledge material to facilitate the recruitment, on boarding, and training of agents, including continuous supportive supervision and ensuring they meet the required qualifications and possess the necessary knowledge and tools to deliver high-quality services to customers.
• Implement robust systems and processes to effectively manage the agent network, including performance monitoring, support mechanisms, and incentive structures.
• Establish clear KPIs and performance metrics for agent network teams and agents, regularly track and evaluate their performance, and provide constructive feedback to drive continuous improvement.
• Proactively identify challenges and bottlenecks in agent network operations and develop solutions to optimize efficiency and enhance the agent and customer experience.
• Develop and maintain standard operating procedure manuals for all activities related to agent network operations.
• Identify and evaluate potential partnerships, negotiating contracts and agreements to expand the agent network and increase service coverage. Build and nurture these relationships.
• Support regional/branch agent network teams with product materials and bespoke proposals to facilitate engagement with prospective strategic partners/agents at the regional/branch level.
• Ensure on-going support, guidance, and training to agents, ensuring they have the necessary tools and resources to deliver exceptional service to customers.
• Develop and maintain reporting mechanisms to monitor the performance of the agent network, analyze key trends, and identify areas for improvement.
• Prepare and present comprehensive reports and insights, highlighting network performance, agent productivity, and customer satisfaction metrics.

• degree in Accounting and Finance, Sales and Marketing, Information Technology, Economics, Management with 4 years of experience in digital financial service, agency banking, Mobile operator, Fintech and other related experience.

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