Team Leader - Agent Success

• Lead, coach and manage Agent Success Officers, allocate agent portfolios, set daily priorities and review individual KPIs.
• Oversee the agent journey from compliant onboarding and training through first transaction, full activation and sustained sales performance.
• Drive agent activation and transaction growth against agreed sales budgets and KPIs.
• Analyse sales value, transaction counts, utilisation, and productivity using monthly reports and the 12-month agent utilisation dashboard.
• Implement structured follow-up plans for new, inactive and underperforming agents, including 30-, 60- and 90-day performance reviews.
• Build strong agent relationships, investigate declining activity and agree corrective actions with clear owners and deadlines.
• Gather market intelligence on competitor pricing, service quality, promotional offers and agents’ engagement with other money-transfer providers.
• Coordinate with Relationship Managers, Operations, Compliance, Finance and IT to resolve enquiries, transaction issues, account balances, system problems and transaction-limit requests.
• Ensure agent queries and complaints are recorded, monitored and resolved within agreed service turnaround times.
  Analyse revenue and costs to assess profitability and identify opportunities for improvement.
• Monitor and compare competitors’ pricing to understand BSEL’s market position.
  Recommend pricing strategies to strengthen BSEL’s competitiveness while maintaining profitability.
• Prepare daily exception reports, weekly team and portfolio reviews, and monthly budget-versus-actual reports that highlight variances, risks, and actions.
  
  

This vacancy has an application deadline of 31 October 2026.