Description

About Ghazanfar Pay; Ghazanfar pay is the subsidiary of Ghazanfar Bank, an Electronic Money Institution to offer safe, accessible, and innovative digital financial services in Afghanistan. The institution will play a key role in driving financial inclusion through mobile wallets, digital payments, agent banking, and merchant services. To support this strategic initiative, we seek a highly capable Chief Operating Officer (COO) with solid operational leadership experience in EMI or mobile money platforms to oversee and optimize the end-to-end operations of the subsidiary. The COO’s role in bridging between operational teams, technology, and regulatory obligations, since in EMIs the COO is often the backbone of execution. COO will ensure operational independence of EMI while aligning with the parent bank’s governance. Job Summary: The COO will be responsible for managing and overseeing all operational aspects of Ghazanfar Pay, ensuring efficient service delivery, enhanced customer experience, effective agent and merchant management, robust risk controls, and continuous process optimization. The ideal candidate will be expected to translate strategy into actionable execution, ensuring that daily operations are aligned with long-term growth, regulatory compliance, and sustainability. In addition, the COO will play a critical role in ensuring operational resilience in fragile and high-risk environments, while driving scalability and promoting interoperability with national payment systems, including APS, switches, and telecommunications partners. Job Description: A. Operational Strategy & Execution • Translate the Ghazanfar Pay strategic objectives into actionable operational plans and KPIs. • Design, implement, and improve end-to-end operational workflows including onboarding, transaction processing, customer support, and reconciliation. • Ensure daily operations meet efficiency, quality, and regulatory standards. • Align operational execution with customer needs, regulatory obligations, and business goals. • Develop and oversee operational risk dashboards and SLA monitoring across services • Ensure interoperability with other banks, payment systems, and fintech partners. B. Product and Service Delivery Oversight • Manage service delivery for all products (mobile wallets, bill payments, P2P transfers, merchant payments, etc.). • Ensure timely rollout and updates of digital services in coordination with product and technology teams. • Monitor user experience and drive improvements in speed, reliability, and ease of use. • Coordinate across departments to maintain high-quality service delivery standards. • Ensure service rollout complies with EMI regulations, customer protection frameworks, and AML/CFT obligations. C. Agent & Merchant Network Management • Design and implement agent onboarding, training, monitoring, and support systems. • Oversee the growth and performance of the agent and merchant ecosystem. • Ensure agent network adheres to operational guidelines, KYC compliance, and service standards. • Implement mechanisms to monitor agent activity, cash availability, and dispute resolution. • Implement tiered liquidity management tools for agents to ensure real-time cash availability. • Introduce agent fraud prevention systems and periodic mystery shopping audits. D. Technology & Platform Operations • Collaborate with the Chief Technology Officer and third-party vendors to ensure platform stability, scalability, and integration. • Oversee transaction switching, processing efficiency, and system monitoring. • Support implementation of digital platforms, mobile apps, and backend systems. • Manage service-level agreements (SLAs) with technology providers and vendors. • Oversee cybersecurity monitoring and incident response planning. • Ensure vendor risk assessments and due diligence on technology providers. E. Financial and Treasury Operations • Oversee float management, liquidity, and reconciliation across agents, merchants, and system accounts. • Collaborate with Finance to monitor daily financial operations including settlements and dispute resolution. • Ensure strong internal controls for cash handling, transaction monitoring, and financial reporting. • Ensure reconciliation between Ghazanfar pay ledger, parent bank settlement accounts, and central bank requirements. • Develop early warning systems for liquidity shortfalls in the agent network F. Customer Support & Experience • Establish and lead a high-performing customer service team and infrastructure. • Ensure 24/7 support operations through call centers, digital channels, and field teams. • Monitor customer complaints, feedback, and resolution turnaround time. • Use data insights to improve satisfaction and user retention. • Implement customer protection frameworks, including dispute resolution within regulated timelines. • Introduce data-driven tools (AI/chatbots) for improving service efficiency. G. Risk, Compliance, and Business Continuity • Work closely with Compliance and Risk teams to identify, mitigate, and respond to operational risks. • Implement internal control systems to minimize fraud, abuse, and errors. • Ensure business continuity plans are tested and maintained. • Ensure operational procedures are in full compliance with EMI regulations. • Develop fraud detection systems using transaction monitoring and anomaly detection. • Coordinate closely with Central Bank inspections and ensure timely corrective action. H. People & Performance Management • Build, manage, and mentor the operations team across all functions. • Develop training programs to continuously improve operational capacity. • Implement performance monitoring, reporting, and optimization tools. • Foster a strong culture of accountability, service excellence, and continuous improvement. • Ensure succession planning and gender diversity in operational leadership roles. • Establish KPI-linked performance dashboards at team and department levels.• Required Qualifications and Experience: Education • BBA, Bachelor of Commerce, or a related field is required; Master’s degree preferred. • Relevant professional certifications (e.g., PMP, Six Sigma, ITIL) will be an advantage. Experience • Minimum 8-10 years of operational leadership experience in EMI, mobile money, fintech, or banking sector, with at least 3-5 years in a senior management role. • Proven experience managing large-scale operational systems, agent networks, and customer-facing platforms. • Strong understanding of mobile payment ecosystems, customer onboarding, AML/CFT operations, and agent liquidity. • Hands-on experience in designing and improving operational workflows and performance management systems. • Experience working in emerging markets or developing economies preferred. • Demonstrated ability to lead cross-functional teams and work collaboratively across departments. • Fluency in English is required; knowledge of local languages is an asset. • Experience in regulatory engagement with central banks and compliance-driven operations. • Exposure to donor-driven projects or humanitarian payment schemes (important in Afghanistan context). Key Competencies: • Operational excellence and attention to detail • Strong leadership and team development capabilities • Process optimization and performance management skills • Customer service orientation and problem-solving ability • Effective communication, collaboration, and stakeholder management • High integrity, accountability, and resilience under pressure • Adaptability to work in fast-changing, multicultural, and emerging market environments • Expertise in operational resilience and crisis management. • Strong knowledge of EMI regulatory frameworks and consumer protection laws. • Experience in interoperability and large-scale digital transformation.