Manager/ EM Channel Enablement

About easypaisa digital bank:

easypaisa is Pakistan’s first digital bank and has advanced Pakistan’s digital finance landscape. Backed by our shareholders, Telenor Group-a leading telecom operator in Asia and the Nordics- and Ant Group-the force behind Alipay, the world’s leading open internet platform, easypaisa deliver secure, convenient financial solutions to millions of Pakistanis.

Position Summary:

The role is responsible for leading the planning, execution, and ongoing management of direct and alternate distribution channels for easypaisa Digital Bank. This position plays a central role in bridging sales, technology, business partners, and governance functions to deliver scalable, compliant, and efficient channel operations.

The role owns end-to-end channel operations, including strategy execution, project delivery, digital and alternate channel performance, vendor management, and regulatory compliance. It ensures that channel initiatives are designed and implemented with strong operational controls, customer experience focus, and alignment with regulatory and internal policy requirements.

The position also provides oversight on digital and branchless banking operations, supports product lifecycle management for alternate channels, and drives continuous improvement through data analysis, process optimization, and cost efficiencies. As a key point of contact for regulators, compliance, audit, and internal stakeholders, the role ensures the highest standards of ethics, risk management, and service delivery across all supervised channels.

Duties and Responsibilities:

• Act as a key liaison between Sales Channels, Technology, BVS business partners and vendors, and Channel Planning and Distribution teams to support the design and delivery of new initiatives.
• Execution of channel operational strategy across direct and alternate distribution channels in line with the bank’s growth and service objectives.
• Ensure effective implementation of sales operations systems, policies, and procedures for the distribution of easypaisa Digital Bank products and services.
• Own preparation of Business Requirement Documents for new developments, incorporating feedback from internal stakeholders and channel requirements to drive operational excellence.
• Manage end-to-end project delivery including scope definition, ROI analysis, UAT coordination, launch readiness, and post-implementation operational support.
• Execute complete operations management for alternate distribution channels, ensuring stability, efficiency, and service quality.
• Serve as the primary point of contact for regulatory, governance, compliance, and internal audit teams on agent and channel-related matters.
• Execution of approved policies and procedures across easypaisa Digital Bank locations and channels under supervision.
• Track regulatory, compliance, and audit observations and ensure timely closure through corrective and preventive actions.
• Embed the highest standards of ethics, regulatory compliance, and business conduct across branchless and digital banking operations, ensuring adherence to applicable laws, regulations, SBP guidelines, internal policies, and the easypaisa Code of Conduct.
• Provide regular performance, risk, and operational status updates to senior management.
• Ensure a high level of customer service by maintaining strong functional knowledge of banking products, digital platforms, and operational processes.
• Continuously identify opportunities to optimize costs, streamline processes, and improve service delivery across channels.
• Oversee day-to-day operations of digital, online, and alternate distribution channels to ensure smooth functionality.
• Monitor system performance, availability, and security in coordination with technology teams, and support timely resolution of operational or technical issues.
• Develop and implement controls and procedures to ensure regulatory compliance and effective risk mitigation.
• Manage escalations, inquiries, and complaints related to digital and alternate channel services.
• Collaborate closely with IT, product, and business teams to support rollout of new features, products, and enhancements.
• Analyze operational and channel data to identify trends and drive improvements in efficiency, reliability, and customer experience.
• Manage vendor relationships and ensure adherence to agreed service levels and contractual obligations.
• Stay informed on industry trends, regulatory changes, and best practices in digital and branchless banking operations.
• Review and manage the product lifecycle for alternate distribution channels to ensure continued relevance and performance.
• Coordinate and support internal audits, external audits, SBP inspections, and reviews by compliance or regulatory bodies, ensuring full adherence to bank and regulator requirements.

Role Relationship

Internal

• Head of Departments
• Governance / Business
• Sales Teams

External

• State Bank of Pakistan
• BVS Vendor
• Business Partners

Knowledge and Experience

Education: At least Graduation Degree

Experience: Relevant experience in Channel Management, Operations, risk, governance, or compliance functions

Behavioral Skills & Competencies:

• Good level of understanding of compliance, governance, risk and control matters
• Good Knowledge of Biometric verifications systems / hardware and related technologies
• Good knowledge of audit and reconciliation
• Good Knowledge of branchless banking Ecosystem
• Excellent written and oral communication skills
• Decision making and leadership skills.
• Ability to prioritize and work independently.
• Focused, organized, and results oriented.
• Ability to evaluate complex situations and to issue appropriate and pragmatic recommendations.
• Team player with interpersonal and teamwork skills
• Self-confidence, ability to stand their ground when required.
• Analytical / critical thinking skills
• Knowledge on banking products and risk assessment methodology preferred.
• Experience in coordination, reporting and communication with senior management.
• Experience with coordination and deployment of risk assessments
• Fluent in English