Agent Network Manager

Role summary The Agent Network Manager is responsible for developing, managing, and expanding Ghazanfar Pay EMI's agent network to ensure efficient, secure, and compliant delivery of electronic money and digital financial services. The role focuses on agent recruitment, onboarding, performance management, operational support, compliance monitoring, and business growth while maintaining high standards of customer service and regulatory compliance. Duties and responsibilities Agent Network Development Develop and implement strategies to recruit, onboard, and retain qualified agents. Identify new markets and locations for agent network expansion. Ensure adequate geographical coverage to support business growth. Establish and maintain strong relationships with agents and business partners. Agent Operations Management Oversee the daily operations of the agent network. Ensure agents comply with operational procedures and service standards. Monitor agent liquidity and cash management requirements. Coordinate with Operations and Finance to ensure uninterrupted service delivery. Performance Management Monitor and evaluate agent performance using established KPIs. Analyze transaction volumes, profitability, and service quality. Prepare performance reports and recommend improvement initiatives. Develop incentive programs to motivate and reward high-performing agents. Compliance and Risk Management Ensure all agents comply with Da Afghanistan Bank regulations, AML/CFT requirements, KYC procedures, and internal policies. Conduct regular agent monitoring and compliance reviews. Coordinate with Compliance, Risk, and Internal Audit departments. Investigate operational issues, fraud, and customer complaints related to agents. Training and Capacity Building Develop and deliver training programs for new and existing agents. Ensure agents understand Ghazanfar Pay products, policies, systems, and regulatory requirements. Provide continuous coaching and operational support. Customer Service Ensure agents provide high-quality customer service. Monitor customer feedback and resolve escalated complaints. Promote customer awareness of Ghazanfar Pay products and services. Business Development Promote the growth of agent transactions and customer registrations. Support the launch of new digital financial products through the agent network. Build partnerships that strengthen the agent ecosystem. Reporting Prepare daily, weekly, and monthly reports on agent performance, compliance, and business growth. Present recommendations to senior management for improving network efficiency. Maintain accurate records of agent onboarding, contracts, and operational activities. Job requirements Qualifications : Bachelor's degree in Business Administration, Finance, Banking, Economics, Marketing, or a related field, Master's degree is an advantage. Minimum of 4–5 years of experience in banking, electronic money institutions , fintech, telecommunications, or financial services. At least 2 years of experience in agent network management, branch operations, sales management, or business development. Experience in digital financial services or mobile money is highly desirable. Core Competencies: Strong knowledge of agent banking and digital financial services. Knowledge of EMI regulations and Da Afghanistan Bank (DAB) requirements. Strong leadership and people management skills. Excellent negotiation and relationship management abilities. Strong analytical and problem-solving skills. Excellent communication and presentation skills. Ability to analyses business performance and market trends. Proficiency in Microsoft Office applications. Fluency in English; knowledge of Dari and Pashto is highly desirable.