Mobile Financial Services Support Manager

About the role

The Mobile Financial Services (MFS) Support Manager will implement and drive the Agency Banking business plan, monitor client experience, and expand the distribution partnership base. The role ensures accurate reconciliation of MFS product ledgers, compliance with governance, and timely resolution of wallet and agency transactions.

Key responsibilities

• Implement and monitor the Agency Banking business plan, analysing agents, transactions, revenue and profitability.
• Coordinate reconciliation of MFS product general ledgers with the Bank’s Reconciliation Department.
• Engage with Control and Audit teams on governance for all MFS products.
• Prepare internal and regulatory reports and ensure prompt submission.
• Maintain revenue assurance and compliance with bank and regulatory policies.
• Resolve wallet and agency transaction issues swiftly.
• Review partner/vendor SLAs with Legal and manage proactive renewals.
• Track and analyse agent/wallet activity, providing insights to business teams.
• Conduct research and business analysis of MFS products.
• Liaise with internal and external stakeholders on MFS product delivery.
• Collaborate with MIS to develop portfolio analysis reports for decision‑making.
• Develop, review and update process documentation for MFS products.
• Ensure proper accounting entries are tested before service deployment.
• Perform market surveys to assess competitor impact and recommend responses.

Required profile

• First‑degree in Banking or related field.
• 8‑12 years of experience in client coverage, personal and private banking, product management or retail banking.
• Strong communication and interpersonal skills.
• Behavioural competencies such as practical approach, decision‑making, and change adoption.

Required skills