About Organisation:

United Bank for Africa (UBA) is one of Africa’s leading financial institutions, with operations in twenty (20) countries and three (3) global financial centers: London, Paris and New York. UBA has evolved into a PanAfrican, provider of banking and related financial services through diverse channels globally. United Bank for Africa Uganda represents UBA’s pioneer country activities in the East and Southern African sub-region. With a growing network of branches and ATMs across the country, the bank continues to expand the retail and commercial playing field in Uganda by delivering unique financial products and solutions.

Job Summary: Reporting to Head Digital & Transactional Banking, the person is responsible for providing Business / operational leadership within the Agent Banking unit, to manage the development and operation of its Agent network to ensure that a high level of service is provided to its customers

Key Duties and Responsibilities:

• Develop and oversee the execution of a robust agent on-boarding process (agents’ selection, agents’ business pitch, document validation, branding, training, and provision of business device) in compliance with set out regulatory guidelines.
• Review and update the existing Agent network strategy and network development KPls to ensure that the development and expansion of the network meet the needs of the business.
• Manage the development of the network against these KPls and create regular reports communicating progress made against these targets.
• Manage the selection and recruitment of new Agents to the network.
• Work with all stakeholders to ensure stable and effective service delivery on the agent banking channel (minimal service downtimes, efficient agent service levels agreements, and recourse systems) to maintain an active agent network.
• Manage the delivery of all training given to Agents and ensure that the content and structure of Agent training courses are kept up to date.
• Review and update the Agent performance KPIs and manage the Agent evaluation process to ensure that all Agents are delivering high levels of customer service.
• Ensure that all Agents comply with all applicable operational guidelines and identify, report, and address any fraud that occurs within the network.
• Put in place structures and procedures to receive and respond to customer and staff feedback regarding the performance of Agents.
• Ensure that all new initiatives aimed at the service, recruitment, and retention of customers are implemented across the Agent network, including new functionalities available through the in-house service and marketing initiatives.
• Ensure that Agents have sufficient liquidity to meet customer needs through the management of the liquidity forecasting and delivery processes.
• Ensure that liquidity is delivered to Agents in a timely and cost-effective manner.
• Manage the activities of all third parties recruited by UBA to assist with the development and operation of the network.
• Manage the relationship between UBA and the Agents and ensure that Agents are motivated and contented in their work, and ensure effective communication between DBUL and Agents.
• Ensure that Agents are highly visible to customers and build a strong brand within the market.
• Ensure that all customers and staff know the location of Agents in their area.
• Manage the Agent network expansion to ensure an effective partnership with ALL stakeholders as they develop their Agent networks.
• Collect and consolidate reports for Agency Banking for onward submission to the regulator as per agreed timelines.

Qualifications, Skills and Experience:

• Bachelor’s degree in Business, Finance, Economics, or a related field from a reputable university.
• A Master of Business Administration (MBA) or relevant professional qualification is an added advantage.

Experience:

• Minimum of 4 -10 years of experience in Agent banking.

Skill/Competencies

• Excellent customer service orientation.
• Must have a positive ‘can-do’ attitude
• Good presentation and negotiation skills
• High level of integrity
• Excellent communication skills
• Strong sales/cross-selling skills
• Good motivational and training skills
• Strong product knowledge
• Attention to details

Good Interpersonal Skills

• Strong leadership and negotiation skills
• Problem-solving abilities
• People management skills
• Resource management skills
• Team working skills
• Tough and resilient
• Performance development skills
• Planning and organization skills
• Highly developed coaching & feedback skills
• Computer skills.

All interested candidates should send their CV, application letter and copies of academic certificates to ubaugandahr@ubagroup.com addressed to;

Head of Human Capital

United Bank for Africa

Plot 2, Jinja Road

Kampala, Uganda.

Deadline: 26th June 2026.

Deadline: 26th June 2026

NB: Only shortlisted candidates will be contacted.