Job Description

• A vacancy exists for a Agent Relationship Manager within the Kazang-Merchant Division in the Cape Town office.
• The Agent Relationship Manager (ARM) is responsible for the performance, growth, and overall health of a defined agent base in the informal economy. This role ensures agents are engaged, equipped, compliant, and delivering consistent value across fintech services.
• The ARM builds strong relationships, drives transactional growth, supports new product adoption, resolves operational issues quickly, and acts as the primary link between the company and its agent network.
• Success requires a combination of field execution, commercial insight, problem-solving ability, and the ability to influence and uplift agents operating in diverse and often challenging environments.

Key Responsibilities
Agent Performance & Growth

• Drive transaction growth, revenue, and overall productivity across the assigned agent base.
• Monitor agent performance dashboards and intervene early on declining accounts.
• Identify upsell and cross-sell opportunities across the fintech product suite.
• Develop agent-specific growth plans for top, mid, and underperforming agents.

Relationship Management

• Build trust-based, long-term relationships with agents, owners, and key decision-makers.
• Conduct regular site visits, check-ins, and structured engagement sessions.
• Maintain a steady rhythm of communication to keep agents aligned with priorities and targets

Onboarding, Training & Enablement

• Facilitate onboarding and ensure agents understand product features, pricing, and compliance expectations.
• Conduct refresher training on new features, security protocols, and customer service standards.
• Ensure agents have the tools, materials, and support needed to operate effectively.

Operational & Compliance Management

• Conduct compliance checks, KYC reviews, device audits, and settlement reconciliation where necessary.
• Ensure adherence to company policies, cash handling standards, and regulatory requirements.
• Escalate operational issues and follow through until resolution.

Market Insights & Competitor Awareness

• Track local market dynamics, competitor activity, and customer behaviour in each trading area.
• Share insights with internal teams to support product design, pricing decisions, and strategy refinement.

Partner Support & Issue Resolution

• Act as the first point of escalation for agent issues (technical, operational, financial, or behavioural).
• Ensure timely resolution and keep agents updated throughout the process.
• Maintain a high level of satisfaction and retention among the agent base.

Reporting & Administration

• Provide weekly reports on performance trends, risks, wins, and opportunities.
• Maintain accurate and up-to-date agent records in CRM or internal systems.
• Prepare business cases for agent expansion or closure where appropriate.

Key Performance Indicators (KPIs)
Commercial

• Month-on-month transaction and revenue growth
• Achievement of regional and agent-level targets
• Increase in active agent rate and reduction in dormant sites

Agent Health & Engagement

• Agent retention rate
•  Frequency and quality of agent visits/interactions
• Agent satisfaction score (surveys, feedback, sentiment)

Operational Excellence

• Compliance audit pass rates
• Resolution time of agent issues (SLA adherence)
• Accuracy of reporting and CRM updates

Channel Development

• Successful rollout and adoption of new fintech products
• Number of business development opportunities identified and activated
• Growth in high-value agent segments (taverns, spazas, high-traffic nodes)

Required Competencies & Skills

• Technical & Commercial Skills
• Strong understanding of fintech, digital payments, POS systems, or agent-based distribution
• Ability to interpret dashboards and performance analytics
• Solid commercial judgement (pricing, profitability, channel economics)

Relationship & Stakeholder Skills

• Strong interpersonal and communication skills
• Ability to influence and motivate informal market partners
• Conflict resolution and negotiation ability

Execution Skills

• High resilience and adaptability to informal market dynamics
• Strong planning and territory management
• Hands-on problem solving with urgency and ownership

Behavioural Competencies

• Accountability and reliability
• Empathy and emotional intelligence
• Professionalism and integrity
• Customer-centric mindset
• Proactive and solutions-driven approach

Experience & Qualifications

• 2–5 years experience in fintech, FMCG, financial services, or informal trade channel management
• Field-based relationship or sales management experience essential
• Valid driver’s licence
• Knowledge of local township/tavern/spaza ecosystems is a strong advantage
• Basic technical aptitude (device troubleshooting, app usage, POS systems)

Closing Date 04 January 2026