Team Leader (Agent Success)

Minimum five years of relevant experience, preferably with a money-transfer company managing overseas agent networks.

Proven experience leading sales teams and managing customer service or agent support operations.

Strong analytical skills, with the ability to improve agent utilisation and drive transaction growth.

Excellent communication, relationship management, coaching and problem-solving skills.

Ability to communicate in the Sylheti dialect is preferred.

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 highlighting variances, risks and actions.