Manager, Agency Banking, Job in Kenya - Family Bank

We are seeking a highly skilled and proactive Manager -Agency banking position at Family Bank as the leading SME Bank in Kenya by delivering Banking to our customers’ doorsteps.

Reporting to: Manager – Head of DFS, Transactional & Ecosystem Banking

Job Purpose:

The incumbent will be responsible for overseeing the acquisition process for new clients or customers, develop and implement strategies to identify potential clients, build relationships, and negotiate contracts to secure new business opportunities. Developing and growing the acquiring Business of the Bank

Key Responsibilities:

Business and Financial Performance


  • Responsible for developing the agency Banking strategy for the Bank.
  • Onboarding new Agents for the Bank in line with the Banks’ strategic Plan
  • Responsible for end to end Agent Lifecycle-Planning, execution and delivery of relevant digital solutions to Agents to improve customer experience and grow revenue.
  • Ensure pricing and contracts with Agents are in line with the Bank policy
  • Work with Business and products managers to deliver the best solutions for agents
  • Build Value -Based relationship and product training with internal staff and customers
  • Ensure affiliate distribution is optimized leveraging continuous customer analysis and engagement, identify and execute commercial and market initiatives for incremental volumes /revenue/profit.
  • Ensure developments of products to enhance proposition, to achieve new businesses and develop long term profitable relationships
  • Actively pursue new opportunities and partnerships to improve the route to market, leveraging best practices
  • Execution and implementation of a compelling and strong Agent acquiring CVP, Developments and enhancements related to the overall agency business.
  • Prospecting new accounts and manages a portfolio of Accounts (Key Agents).
  • Develop and execute plans to drive traffic to agents
  • Conduct market analysis to identify competitive information on new developments in the market
  • Ensuring CBK Prudential guidelines are followed by all agents and internal stakeholders.

Customer Management

  • Engage Agents and propose digital solutions that will improve their business models
  • Ensure application of Agent programs are designed to enhance Family Bank Brand Equity
  • Drive horizontal expansion through outlet creation incentive programs
  • Ensure high customer satisfaction as measured and monitored through client engagement and surveys.

Leadership and People management

  • Actively partner with affiliate business heads and channel managers to grow acceptance points
  • Provide timely and accurate information on Agent management activities
  • Embed digital collections in affiliate culture through regular engagements with all staff
  • Participate in group activities as required Risk, process Control and Operational performance
  • Promote ethical and integrity standards and establish a culture within Family Banks Agents’ network, establish and demonstrate to all Agents the importance of controls
  • Manage all aspects of risks associated with the Acquiring Business and supporting functions (AML, KYC, Credit risks, Audits, Regulatory and card schemes compliance)
  • Ensure there is a strong internal control system in place to minimize operational losses, franchise risk and monitor its adequacy and effectiveness.
  • Manage and maintain relationships with key stakeholders and third relationships involved in Acquiring business.

The Person:

The ideal candidate must possess the following:

Qualifications

  • Candidate should have over 5 years of product development and management, excellent interpersonal skills, strong execution and technical skills
  • Working knowledge of the card payments cycles and schemes, and Agent acquiring business
  • Good understanding of operations and technological processes related to API integrations.
  • Understands the Banking Act and Central Bank of Kenya (CBK) prudential guidelines; high levels of professionalism and professional development.
  • Strong client focuses with ability to understand client needs and stay abreast of client, industry and market trends
  • Good interpersonal skills with the ability to sustain effective relations internally and externally at all levels of the organization.
  • Good interpersonal skills to drive teamwork and work effectively in cross-cultural teams to drive value for our clients and the Bank.
  • Demonstrate responsiveness and ability to work and execute tasks with urgency and accuracy.
  • Customer focused and results oriented
  • Good project management including understanding and planning for operational risk
  • Knowledge of Banking operations, operational risk management and service delivery
  • Distribution management and Channel Management experience is an added advantage
  • General knowledge of digital payments services
  • Excellent Verbal and written communication skills.

Key Competencies and Attributes

  • Excellent people management skills, team motivation and leadership competence.
  • Candidate should be able to work regionally.
  • Demonstrate the capability to build and maintains strong relationships.
  • Good negotiation skills.
  • Good listening skills.
  • Pleasant and able to relate well in diverse social set ups and teams.
  • Upholds high standard of Professionalism, integrity and respect for others.

How to Apply

ALL applicants MUST apply online to email: recruitment@familybank.co.ke; closing date is 5th July 2025

Canvassing will automatically disqualify the candidate. Only shortlisted candidates will be contacted.