Role:                    Agent and Merchant Network Supervisor

Reports to:          Team Leader – Agent and Merchant Network Supervisors

Duty Station:       Kampala, Uganda


The Agent and Merchant Supervisor is responsible for recruiting supervising, training, supporting, and managing agents and merchants, ensuring effective operations and adherence to company policies, procedures, and regulations.


  1. Recruit, equip and activate agents and merchants in compliance with company procedures, policies, and regulations.
  2. Supervise and monitor the activities of agents and merchants to ensure compliance with company policies.
  3. Conduct regular training sessions for agents and merchants on products, services, and compliance requirements.
  4. Address and resolve any operational issues faced by agents and merchants promptly.
  5. Conduct performance evaluations and provide feedback to agents and merchants to enhance service delivery.
  6. Liaise with the Customer Experience team to address customer complaints and issues related to agents and merchants.
  7. Ensure accurate and timely reporting of agent and merchant activities and performance.
  8. Develop and implement strategies to improve agent and merchant performance and engagement.
  9. Coordinate with the Technical and Operations teams to resolve technical issues affecting agents and merchants.
  10. Maintain detailed records of agent and merchant activities, performance, and compliance.
  11. Facilitate the onboarding process for new agents and merchants.
  12. Identify and recommend potential agents and merchants to expand the company’s network.
  13. Prepare and submit regular reports on agent and merchant performance to the Head of Operations.
  14. Ensure agents and merchants adhere to security and fraud prevention measures.
  15. Undertake any other duties and responsibilities as may be assigned.


  1. Excellent interpersonal and communication skills.
  2. Strong problem-solving and decision-making abilities.
  3. Ability to train and mentor agents and merchants.
  4. Strong organizational and multitasking skills.
  5. Good team player with leadership capabilities.
  6. Efficient and able to meet deadlines.
  7. Ability to work under minimal supervision.
  8. Proficient in data analysis and reporting..


  1. Bachelor’s degree in business, Management, Commerce, or a related field.
  2. Minimum of 2 years of experience in a supervisory role within the Banking/Financial sector or Telecommunications sector.
  3. Experience in agent and merchant management is preferred.


All interested candidates please submit your applications to not later than 5th July 2024. If you do not hear from us in two weeks after submission, please consider your application unsuccessful.

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