Job Purpose

Making sure all SLA are properly in place so that all available products and services under KBZPay Centers are smooth as silk as well as implementing strategies and opportunities to promote growth and boost revenue of KBZPay Centers VC.

Duties and Responsibilities

• Work with other VC/FC to create effective products for the center
• Develop, implement and monitor SLA performance
• Work with L&D to develop staff training programs: Customer Service, Products, productivity, general management skills, Banking regulation/KYC, KBZPay, Sales skill,
• Preparing Incentive schemes for center staff, center manager and participating agents
• KPI for centers & center staff- Financial/non-financial KPIs
• All centers P&L analysis
• Partnership Management - retail outlets, logistic companies (drop off points), electronics (mobile phone and accessories)
• Budget planning and tracking
• Service Quality Assurance - NPS Tracking, Mystery Shopping, Customer Satisfaction Survey, Staff Coaching guideline
• Center Equipment Supply and Training (coordinate with DPS)
• Center Operation Risk Management (coordinate with Operation Risk Team)
• Cash Support: planning and coordination
• Customer Booking coordination
• Marketing Support for Centers (coordinate with Bank Marketing team)
• Overall Center staff planning: rotation schedule (shift), staff promotion (relative ranking against centers in the peer group) to  work closely with HR

• Recognized degree (preferably in Business Management, Business Administration, Finance and Economics)
• Minimum 5 to 8 years in Management Level
• Experience in Distribution/retail Management and MFS business
• Good command in English for both verbal and written
• Good leadership and management skill
• Be able to work under pressure and tight timeline
• Result oriented
• Selected candidate needs assessment as per business requirement.