Course Overview: 
Agency Network – Oversight & Operations is a specialised online training program designed to equip professionals with the knowledge, tools, and strategies required to effectively manage, support, and grow agency networks within financial services. With the increasing role of mobile money and banking agents in driving financial inclusion, strong oversight and operational excellence are critical to ensuring both customer satisfaction and institutional sustainability.

This course provides a practical framework for managing external businesses that operate as mobile money and banking agents. It addresses the full lifecycle of agency management—from onboarding and compliance, through liquidity support and monitoring, to compensation and relationship building. Learners will gain actionable insights into balancing risk, profitability, and performance while fostering trust and long-term partnerships with agents.

Through real-world examples, interactive activities, and applied case studies, participants will develop practical skills to:
• Ensure agents remain compliant with regulations and organisational standards.
• Maintain liquidity and minimise service downtime across agent networks.
• Monitor agent performance using data-driven tools and key performance indicators (KPIs).
• Structure fair and motivating compensation models that drive growth.
• Deliver effective support and build stronger agent relationships for sustained success.

By the end of the program, participants will be equipped to confidently oversee and optimise agency networks, improving both agent satisfaction and customer service delivery.

Target Audience:
This course is designed for professionals responsible for supervising and supporting mobile money and banking agents, including:
•  Agency network managers and coordinators
•  Regional and branch managers overseeing agent operations
•  Mobile money and digital banking supervisors
•  Customer support and agent service teams
•  Compliance officers and operations staff engaged with agent networks
•  Anyone seeking to strengthen their skills in managing external agent partnerships

Value Proposition For Participants:
•  Gain practical, job-ready skills for managing financial service agents.
•  Learn proven strategies for liquidity management, performance monitoring, and agent motivation.
•  Build confidence in handling compliance, risk, and relationship challenges.
•  Access case studies and best practices tailored to the realities of financial services in Lesotho and similar markets.
•  Earn a recognised certificate of completion to strengthen professional credibility.

For Institutions:
•  Strengthen the efficiency and reliability of agent networks.
•  Reduce risks of fraud, non-compliance, and liquidity shortages.
•  Improve customer satisfaction through well-supported agents.
•  Enhance revenue growth and agent retention by applying effective compensation and engagement strategies.
•  Build a sustainable foundation for financial inclusion through empowered field teams and partners.