Job Purpose
The role is responsible for driving the business growth of international money transfers (IMT) in terms of increasing sub-agent numbers, transaction volumes, and non-funded income. It also involves managing IMT relationships and supporting back-office sub-agents. Additionally, the role includes onboarding new sub-agents into the portal and managing IMT partners and sub-agents within the assigned portfolio.
Main Responsibilities
- Drive revenue growth in sub-agent and digital IMT networks, focusing on fees, commissions, and forex income.
- Onboard new sub-agents for IMT.
- Roll out RIA and MoneyGram services to all sub-agents.
- Manage relationships with IMT sub-agents.
- Ensure amendments to transactions and limit adjustments are carried out as per sub-agent instructions.
- Conduct regular training for sub-agents on IMT products, systems, service standards, operational procedures, and AML/KYC compliance.
- Perform POS audits and mystery shopping at sub-agent locations to ensure compliance with service standards and identify areas for improvement.
- Monitor and report on performance, actively working to reduce dormant sub-agent locations.
- Prepare, obtain, and distribute all MTS-related departmental reports to relevant stakeholders.
- Perform any other duties assigned during your responsibilities.
Daily Responsibilities:
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Handle all sub-agent queries and complaints received from the contact Center and branches regarding IMT.
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Contact IMT partners to reset terminals, increase sub-agent limits as required, and provide necessary documents to facilitate the release of transactions held in the suspicious (watch list) queue.
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Investigate, amend, reverse, or refund IMT transactions as requested by customers.
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Create new locations and reset passwords for terminals and IMT system users.
Educational qualifications and work experience:
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Bachelor’s degree in business/economics, Finance, accounting or related.
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Professional Qualifications in any other business related
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3 years’ experience in IMT Operations, Relationship Management, Customer Service, Banking Operations.
