The Team Leader for Agent and Merchant Network Supervisors is responsible for overseeing and guiding the activities of Agent and Merchant Network Supervisors. This role ensures effective management, compliance, and performance across the agent and merchant network.


  • Lead and manage a team of Agent and Merchant Network Supervisors, ensuring they meet performance targets.
    • Conduct regular performance reviews and provide constructive feedback.
    • Facilitate the on boarding process for new supervisors and provide ongoing training.
    • Develop and implement strategies to enhance the performance and engagement of the agent and merchant network.
    • Identify and recommend potential agents and merchants to expand the company’s network.
    • Address escalated operational issues and provided prompt resolutions.
    • Ensure compliance with company policies and procedures across the agent and merchant network.
    • Maintain detailed records of supervisor activities, performance, and compliance.
    • Prepare and submit regular reports on the performance of the agent and merchant network to the Head of Operations.
    • Ensure adherence to security and fraud prevention measures.
    • Coordinate with Technical and Operations teams to resolve issues affecting the agent and merchant network.
    • Liaise with other departments to support the network effectively.
    • Facilitate training sessions for supervisors on products, services, and compliance requirements.
    • Monitor and supervise the activities of Agent and Merchant Network Supervisors to ensure optimal performance.
    • Develop and implement initiatives to improve service delivery and operational efficiency.


  1. Excellent leadership and team management skills.
  2. Strong interpersonal and communication abilities.
  3. Proficient in problem-solving and decision-making.
  4. Strong organizational and multitasking skills.
  5. Ability to work independently and as part of a team.
  6. Efficient and able to meet deadlines.
  7. Proficient in data analysis and reporting.
  8. Strong customer service orientation.


  1. Bachelor’s degree in business, Management, Commerce, or a related field.
  2. Minimum of 3-5 years of experience in a supervisory role within the Banking/Financial sector or Telecommunications sector.
  3. Experience in managing agent networks is highly 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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