Agency Training Manager

Position Summary:

The Training manager is responsible for designing, delivering, and managing training programs for regional teams and partners, including Trade Development Representatives (TDRs), Area Agency Managers (AAM), Agency Regional managers (ARM)etc,. This role ensures that all customer-facing staff are equipped with the necessary skills, knowledge, and tools to drive customer acquisition, engagement, loan collections, and product activation. The training manager also provides business support by optimizing processes, maintaining operational consistency, and enhancing productivity across Kifiya’s agency networks and channels.

Key Responsibilities:

1. Training Program Development & Delivery

• Develop and implement comprehensive training programs for TDRs, AAMs, ARMs, and partners.
• Conduct regular training sessions on customer acquisition, loan collection strategies, delinquency management, and new product activation.
• Develop digital and in-person training materials, including manuals, guidelines, and interactive e-learning modules.
• Organize refresher courses, field coaching, and mentorship programs to improve team performance.

2. Business Support & Operational Excellence

• Provide ongoing business support to regional managers and customer acquisition teams to enhance customer onboarding efficiency and operational consistency.
• Work with AAMs & ARMs to identify process gaps and implement solutions to improve efficiency.
• Ensure adherence to operational standards and compliance requirements across all agency and regional operations.
• Support the rollout of new initiatives, policies, and strategies, ensuring smooth adoption at all levels.

3. Performance Monitoring & Reporting

• Track and analyze training effectiveness and impact on customer acquisition, engagement, and loan collection KPIs.
• Provide data-driven insights to leadership on team performance and recommend interventions.
• Develop periodic training and operational reports to measure effectiveness and identify areas for improvement.

4. Stakeholder Collaboration & Support

• Collaborate with GM of Agency Networks and Channels, National Agency Manager, and Agency Regional Managers to align training and business support initiatives with company goals.
• Work closely with product, marketing, and operations teams to ensure that field teams are well-informed about new products and campaigns.
• Act as a liaison between regional teams and headquarters to facilitate seamless communication and implementation of business strategies.

5. Customer-Centric Approach & Financial Inclusion

• Promote a customer-centric culture within the organization by embedding best practices in customer engagement and service excellence.
• Support financial literacy programs to enhance customer awareness and understanding of Kifiya’s digital lending products.
• Ensure training programs align with Kifiya’s mission of financial inclusion and social impact.

Education:

• Bachelor’s degree in Business Administration, Marketing, Economics, Finance, or a related field.
• Additional certifications in Training & Development, Business Operations, or Process Improvement are a plus.

Experience:

• 5+ years of experience in training, business support, or operations management, preferably in financial services, fintech, or digital lending.
• Strong experience in developing and delivering training programs for sales, customer engagement, or loan collection teams.
• Experience in process optimization and business support to improve operational efficiency.

Skills & Competencies:

• Training & Facilitation: Ability to conduct engaging and effective training sessions.
• Operational Excellence: Strong knowledge of business processes and performance improvement strategies.
• Customer Engagement & Sales Training: Experience in training field teams on customer acquisition, retention, and loan collection.
• Analytical & Reporting Skills: Ability to track performance metrics and provide actionable insights.
• Stakeholder Management: Strong interpersonal and collaboration skills to work with multiple teams.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment.