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.
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.
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.
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.
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
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.
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.
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.
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.
Applicants who meet the above requirements are invited to submit their updated Curriculum Vitae (CV) or Resume to recruitment-officer@ghazanfarbank.com. Please ensure that you include the position title and vacancy announcement number in the email subject line (Chief Operating Officer GP/EAD/14). Applications that do not follow this format will not be considered.
Note: Shortlisted candidates will be contacted for further recruitment processes.
Ghazanfar Pay is establish as a newly Electronic Money Institution (EMI) and a proud subsidiary of Ghazanfar Bank, one of Afghanistan’s leading and most trusted financial institutions, built on a vision to revolutionize the way people transfer and manage money, Ghazanfar Pay aims to become the leading digital financial services provider in Afghanistan and the region. The company is committed to financial inclusion, bringing secure, affordable, and innovative electronic payment solutions to individuals, businesses, and communities. As a forward-looking financial technology company, Ghazanfar Pay will play a vital role in driving digital transformation in Afghanistan’s financial sector, promoting trust, transparency, and accessibility for all.