Head Operation (Re Announced)

BarakatPay is an emerging Electronic Money Institution (EMI) project committed to providing secure, innovative, and accessible digital financial services throughout Afghanistan. The Company is dedicated to promoting financial inclusion while maintaining the highest standards of financial management, corporate governance, regulatory compliance, operational excellence, and customer protection.

  BarakatPay is an Electronic Money Institution (EMI) project being established in Afghanistan to provide secure, reliable, and innovative digital financial services. The Company is committed to operating in accordance with applicable laws, regulations, and sound financial and corporate governance practices.
The Head of Operations will be responsible for overseeing and managing the day-to-day operations of the Electronic Money Institution (EMI), ensuring efficient, secure, customer-focused, and compliant delivery of electronic money services.

Required Qualifications and Experience

• Bachelor's degree in Business Administration, Finance, Economics, Management, or a related field and Master's degree will be preferred.
• Minimum 3 years of relevant experience, preferably in electronic money, banking, payment services, or financial institutions.
• Previous experience in a managerial or supervisory position is required.
• Strong knowledge of electronic money operations, agent management, customer service, and operational risk.
• Knowledge of KYC, AML/CFT, fraud prevention, and regulatory compliance is an advantage.
• Strong leadership, communication, analytical, and problem-solving skills.
• High level of integrity, accountability, and professionalism.

• Strong analytical, reporting, communication, and problem-solving skills.

• Good written and spoken English.
• Strong communication skills in Dari and/or Pashto.

Manage and supervise the day-to-day operational activities of the EMI.

• Ensure smooth delivery of electronic money, wallet, payment, cash-in/cash-out, transfer, and other approved services.
• Establish operational procedures, workflows, and service standards.
• Monitor operational performance and resolve operational issues promptly.
• Ensure that customer transactions are processed accurately, securely, and within approved service standards.
• Supervise account/wallet opening, activation, suspension, closure, and related operational processes.
• Ensure proper processing of cash-in, cash-out, transfers, payments, refunds, reversals, and other permitted transactions.
• Monitor failed, rejected, delayed, duplicated, or unusual operational transactions and coordinate their resolution.
• Oversee the operational management of EMI agents.
• Ensure agents operate only within their approved authority and permitted services.
• Coordinate agent onboarding, training, activation, monitoring, suspension, and termination with relevant departments.
• Ensure agent records are complete and maintained in the Agent Register.
• Monitor agent liquidity/float availability and operational performance.
• Coordinate with Compliance regarding agent risk, AML/CFT requirements, and regulatory concerns.
• Establish effective maker-checker and segregation-of-duty controls.
• Ensure daily operational reconciliation between transaction records, customer balances, agent balances, settlement accounts, and relevant financial records.
• Investigate operational discrepancies and ensure timely resolution.
• Coordinate with Finance on settlement, float, suspense items, and reconciliation issues.
• Oversee operational aspects of customer support and complaint handling.
• Ensure customer complaints are recorded, investigated, escalated, and resolved within approved timelines.
• Monitor recurring complaints and identify operational weaknesses requiring corrective action.
• Develop, review, and update Operations policies, SOPs, manuals, workflows, and service standards.
• Ensure operational procedures are properly documented and communicated to employees and agents.
• Identify operational control gaps and recommend improvements.
• Monitor operational incidents, transaction errors, fraud indicators, and control failures.
• Ensure incidents are documented, investigated, escalated, and resolved.
• Coordinate with Compliance, Risk, IT, Internal Audit, and Finance where an incident crosses departmental responsibility.
• Any other responsibility being assigned by the line manager.

Interested candidates are requested to submit the following documents

Updated Curriculum Vitae (CV)

Copy of National ID (Tazkira/e-Tazkira) or Passport

Educational Certificates and Degrees

Recent Passport-size Photograph

Relevant Professional Certificates (if available)

Employment References (if available)

Applications should be submitted to

Email: [email protected]

Email Subject: Head Operation– Application

For further information regarding this vacancy, applicants may contact us via WhatsApp.

WhatsApp: +93 (0)700319789

Applications must be submitted through the above email address. For additional information or inquiries regarding this vacancy, applicants may contact us via WhatsApp.

Only shortlisted candidates will be contacted for further assessment and interview.