Assistant Channel Support Manager

Equity Bank is hiring an Assistant Channel Support Manager – Agency to join its innovative Channels team and support the growing Agency Banking services across Kenya. This role is ideal for individuals with a passion for customer support, operational excellence, and fintech-enabled service delivery.

Key Job Information

• Position: Assistant Channel Support Manager – Agency
• Location: Nairobi, Kenya
• Employment Type: Full-time
• Experience Level: Mid-Level (2+ years)
• Salary Range: Competitive and based on experience

About Equity Bank

Equity Bank is one of Africa’s leading financial institutions, known for transforming lives and livelihoods through inclusive, customer-focused banking. With its headquarters in Nairobi, Kenya, Equity has established a strong regional presence across East and Central Africa, providing services in Kenya, Uganda, Tanzania, Rwanda, South Sudan, and the Democratic Republic of Congo.

Equity’s mission is to champion the socio-economic prosperity of people in Africa by offering modern, affordable, and accessible financial services. The bank is recognized for its technological innovation, especially in mobile and agency banking, which play a critical role in reaching unbanked and underbanked populations. As a purpose-driven institution, Equity Bank blends profit with impact and continues to receive global acclaim for its financial inclusion strategies and digital transformation.

Working at Equity Bank means being part of a culture driven by excellence, integrity, teamwork, and continuous innovation. Employees benefit from a dynamic work environment that fosters growth, leadership development, and opportunities to contribute to meaningful social impact.

Job Description

The Assistant Channel Support Manager – Agency will support Equity Bank’s Agency Banking operations by providing end-to-end operational support to agency partners. The role ensures prompt issue resolution, seamless service delivery, and continuous improvement of processes across the agency network. This position contributes directly to Equity’s customer experience and channel optimization goals by collaborating with internal teams, rolling out new initiatives, and collecting feedback from the field.

Key Responsibilities

1. Channel Partner Support

• Act as the first point of contact for agency banking partners and resolve operational issues promptly.
• Manage escalated issues in coordination with internal product and technical teams.
• Disseminate information about new products, updates, or system changes to agency partners.
• Ensure consistent, high-quality service across all agency and stakeholder touchpoints.

2. Operational Excellence & Process Improvement

• Monitor support workflows and identify opportunities for streamlining and improving turnaround times.
• Analyze recurring problems or process inefficiencies and recommend appropriate solutions or policy revisions.
• Assist in updating and maintaining Standard Operating Procedures (SOPs) for agency banking support functions.

3. Cross-Functional Collaboration

• Liaise with key internal departments such as Compliance, Product, IT, and Operations to address agency-related issues.
• Support the Channel Support Manager in voicing agency concerns during internal strategic discussions.
• Capture and relay agent feedback to inform future product and service improvements.

4. Performance Monitoring and Reporting

• Track and document support cases, including resolution times and satisfaction metrics.
• Assist in the creation of regular reports and dashboards highlighting trends, risks, and areas for improvement.
• Monitor agent activity to detect performance issues, growth potential, or emerging support needs.

Required Qualifications

• Bachelor’s degree in Business Administration, Information Technology, Finance, or related field.
• Minimum of 2 years’ experience in channel support, agency banking, or customer operations.
• Proficiency in financial technology systems, mobile platforms, or agency banking tools.

Preferred Qualifications

• Experience managing partner or stakeholder relationships in a financial services context.
• Familiarity with point-of-sale (POS) systems or agent onboarding and management platforms.
• Understanding of banking regulatory standards related to agency banking.

Benefits and Compensation

• Competitive salary with performance-based growth opportunities.
• Medical, dental, and vision insurance coverage.
• Access to low-interest staff loans and banking services.
• Annual training programs, certifications, and leadership development.
• Opportunities for promotion within a rapidly expanding bank with a regional footprint.
• Supportive work environment that values innovation and teamwork.

How to Apply

If you’re eager to build a career in digital banking and contribute to financial inclusion across Kenya, this role is for you.

Click the “Apply Now” button below to submit your application for the Assistant Channel Support Manager – Agency position at Equity Bank.

Join one of the fastest-growing financial institutions in Africa and help shape the future of agency banking.