Assistant Channel Support Manager – POS Merchant

Equity Bank is hiring an experienced Assistant Channel Support Manager – Agency to support its Channel Operations team in delivering seamless and high-impact services across its Agency Banking network. This role is perfect for professionals with strong operational management experience and a passion for delivering exceptional partner support in the banking sector.

Key Job Information

• Position: Assistant Channel Support Manager – Agency
• Location: Nairobi, Kenya
• Employment Type: Full-time
• Experience Level: Mid-Level
• Salary Range: Competitive and Commensurate with Experience

About Equity Bank

Equity Bank is one of the largest financial institutions in East and Central Africa, known for its innovative approach to inclusive banking. As a key player in the region’s financial services industry, Equity has consistently prioritized digital transformation, financial inclusion, and customer-centric solutions to serve millions of clients.

The bank has received global recognition for its impact-driven business model, including awards for innovation, financial literacy programs, and sustainable development contributions. With a dynamic work culture, a commitment to community empowerment, and a clear vision for Africa’s economic transformation, Equity Bank is not just a place to work—it’s a place to grow and make a difference.

Job Description

The Assistant Channel Support Manager – Agency plays a crucial role in supporting and optimizing the performance of the Agency Banking channel. This position serves as a vital operational link between the bank’s central support teams and its network of agency partners, ensuring that service delivery is seamless, challenges are resolved swiftly, and innovation is consistently integrated into operations.

Professionals searching for banking jobs in Nairobi or exploring careers at Equity Bank will find this opportunity ideal for applying strategic thinking, cross-functional collaboration, and operational excellence within a high-growth environment.

Key Responsibilities

• Provide operational and technical support to the Agency Banking network to ensure service availability, reliability, and compliance with internal and regulatory requirements.
• Act as the first point of contact for issue resolution across agency operations, coordinating with cross-functional teams such as IT, Compliance, Risk, and Customer Service.
• Facilitate onboarding, training, and capacity building of agency partners to ensure adherence to service standards and optimal performance.
• Monitor KPIs for agency performance and service-level agreements, providing analytical insights and driving continuous process improvement initiatives.
• Collaborate with internal stakeholders in deploying new products, technologies, or process enhancements across the agency network.
• Support the execution of strategic channel programs and projects aligned with the bank’s growth and innovation goals.
• Ensure effective risk mitigation and compliance adherence within the agency model.

Required Qualifications

• Bachelor’s degree in Business, Finance, IT, or a related field.
• Minimum of 4 years of experience in banking operations, preferably with exposure to agency banking, digital channels, or branch operations.
• Strong analytical and problem-solving skills, with the ability to manage operational challenges under pressure.
• Excellent communication and interpersonal skills to effectively engage internal teams and external partners.
• Proficient in MS Office tools, especially Excel, PowerPoint, and data reporting tools.

Preferred Qualifications

• Certification or training in Project Management, Six Sigma, or Operational Excellence methodologies.
• Experience with digital banking platforms, agency management systems, or financial services software.
• Understanding of Central Bank regulations and compliance standards for agency banking in Kenya.

Benefits and Compensation

Equity Bank offers a highly competitive salary package along with a wide range of benefits aimed at promoting employee well-being and career growth:

• Medical and wellness coverage for staff and dependents
• Retirement and pension schemes
• Annual performance-based bonuses and salary reviews
• Continuous learning and development through internal academies and external certifications
• Inclusive and mission-driven work culture
• Opportunities for cross-border career exposure within East and Central Africa

How to Apply

If you’re ready to take the next step in your career and contribute to one of Africa’s most impactful financial institutions, Equity Bank welcomes your application. Click the “Apply Now” button below to submit your CV and supporting documents through the official portal.

Join a purpose-led organization that values innovation, teamwork, and sustainable impact. Explore job opportunities at Equity Bank and be part of a future that empowers communities and transforms lives.