Agent Network Manager

Job Summary

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.