An exciting role has opened up for a Regional Manager. To effectively support, coach, and performance manage a rapidly growing network of SMH agents within an appointed region, the Regional Manager reports directly to the Operations Supervisor. This position is responsible for overseeing the functioning of all SMH booths within specific regions based in Zimbabwe to ensure they are functioning optimally and in accordance with regulations. This position is also responsible for identifying ways to expand the operations within their region. They must compile and submit required reports. Internal Liaison takes place with internal staff. External liaison takes place with all 3rd party suppliers and customers.

Duties and Responsibilities (Include but are not limited to):

Query Resolution

Manage all queries on the ground
Respond to escalated queries from service providers
Solve issues encountered for transactions within the region

Brand Awareness

Identify ways to grow the region
Provide information regarding Mukuru/SMH services
Explain to potential customers what Mukuru/SMH does and how transfers work
Provide potential customers with the various locations where money can be sent
Uphold and professionally promote the Mukuru/SMH brand

To Investigate Potential New Locations for Booths

Respond to suggestions regarding new locations for booths
Conduct a site visit to the specific area
Identify the need and whether it is a viable opportunity

Compliance

Maintain good relations with site owners and local authorities
Carry out inspections on booths to ensure they are running effectively
Monitor that agents are abiding by trading hours
Oversee that staff carry out due care and management of property and maintenance marketing materials
Monitor that staff maintain their knowledge of products and services, as well as changes in regulations
Monitor that booth appearance is top notch and brand compliant

World-Class Customer Service

Ensure staff's presentation and service level are of a standard of excellence
Gauge customer satisfaction
Address any issues and customer complaints

To Monitor the Zimbabwe Market and Gather Market Intelligence

Monitor competitor activity, product offerings, and advertising in and around our agent locations
Gather all relevant market intelligence
Report and provide recommendations for business development opportunities

Key Requirement

Grade 12 or equivalent (Essential)
Relevant degree/diploma (Desirable)

2 years' experience in a supervisory role in a financial services environment (Essential)
Knowledge of foreign exchange
Knowledge of exchange control regulations
Knowledge of FICA regulations
Knowledge of money laundering
Knowledge of MMT Store management
Knowledge of HR principles

Additional Skills

Multitasking skills
Computer skills (MS Office)
Telephone skills
Verbal communication skills
Organisational & administrative skills
Conflict management skills
Attention to detail
Interpersonal skills

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

If you do not receive any response after two weeks, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS