JOHN SSEMWOGERERE

• Recruit, onboard, and train agents (e.g., Equi Duuka banking agents and POS merchants).
• Provide ongoing support, guidance, and supervision to ensure agents deliver quality service.
• Identify new markets or regions for agency banking expansion.
• Drive acquisition of new customers through the agent network using Phone solution App.
• Promote bank products such as Agent Overdrafts, mortgage loans, home improvement loans, or construction loans through the agency channel.
• Monitor agent performance and compliance with banking policies, and regulatory standards.
• Ensure agents follow bank policies and Central Bank regulations (e.g., KYC, AML).
• Monitor financial transactions processed through agents, including deposits, withdrawals, loan repayments, and account openings.
• Ensure agents deliver excellent service and represent the bank well in the community.
• Handle escalations or complaints from customers serviced by agents.
• Gather feedback from customers and agents to improve services and product delivery.
• Organize refresher trainings to keep agents updated on new products, systems, and compliance requirements.
• Develop training materials and build a strong knowledge base for agents.
• Track key metrics such as transaction volumes, loan disbursements, and customer acquisition through agents.
• Generate and submit reports to senior management on agency performance, risks, and market insights.
• Strategic planning, customer relationship, training, territory alignment and performance management.
• Review and keep oversight of branch operations related to profitability, cost reduction opportunities, staffing, and delivery capacity.
• Champion the rollout and implementation of initiatives related to channels and payments, ensuring increased staff, customer awareness, usage, and profitability. Initiate and implement mini marketing activities to create a vibe and excitement around all channels' delivery points that will drive usage by our customers.
• Coordinate and implement excellent working relationships with CEMs, ROs, and Dos to ensure the achievement of their budgets.
• Perform project and program assessments, assist in the development of crisis management procedures, and emergency preparedness guidelines.
• Maintain an above 70% average performance of PAC, and promote business growth by tapping into all other regional segment players.
• Participate and contribute ideas at SMT meetings to create more efficient training in PAC management, product usage, operations, and reproduction.
• Ensure all digital platforms are up and running, and escalate in case of any service downtimes (ATMs, POS, agency banking, Eazzy suite, Pay with Equity).
• Work with branch managers to identify key target businesses, formulate plans to acquire, educate, and retain customers.
• Leverage BI reports on customer utilization of digital channels, and proactively address performance gaps arising.
• Escalate service challenges arising, and follow up with the relevant parties to ensure they are resolved within the set TAT.

• Overseeing ATMs and CDMs uptime and ensuring service experience for customers using these channels
• Supervise seamless execution of day-to-day activities of subordinate staff to ensure increased staff productivity and efficient service delivery to customers by the customer experience managers.
• Identify opportunities for cross selling and referrals to other product sales lines through developing and maintaining a broad understanding of the bank’s customer needs.
• Monitored employee productivity levels on a regular basis to identify areas of improvement in carding business.

• On boarded distributors and stockiest in Kampala CBD and support the value chain.
• Supported business growth through deposit mobilization from stockiests and distributors.
• Supported business growth through Eazzy stock loan leads and float financing.
• Develop training materials and build a strong knowledge base for agents.
• Identify new markets or regions for agency banking expansion.
• Drive acquisition of new customers through the agent network.

• Worked closely with other departments such as sales, marketing, product development, and IT in order to ensure a seamless end-to-end experience for customers.
• Managed branch deposits and give exceptional customer Experience at Ovino Branch.
• Supported business growth and digitization through PAC at the branch.

• Monitored staff performance and provided feedback.
• Performed routine audits of branch operations to identify areas for improvement.
• Managed and inspired team members to perform to full potential, driving branch profitability.
• Coached staff on policies, procedures and performance strategies.
• Completed regular checks on branch compliance with established policies and government regulations.

-I gained experience in ensuring that the branch cash operations run smoothly and that the teller daily transaction targets are achieved.

-I gained experience in making both daily ATM and monthly branch reconciliations.

-During this time, I had a chance to work with people of different communities at different levels gaining reasonable organizational experience in accounting and customer service.

• I gained experience in account opening and customer service.

• I gained competence in cash handling and quality customer service.