2014

Agent banking strategy
Agent banking channel and features
New processes linked to agent network management
Roles and responsibilities of agents and agent management team
How to train agents and other BCEL staff
Sales approaches
Agent training

Introduction to Community Money Express
Roles and responsibilities of agents
How to promote digital services
How to perform digital transactions
Agent liquidity management
Client and agent support

2018 Rwanda

Final Learning Event for CARE and country project staff.

• Project results and lessons learnt
• Remaining questions
• Principles and practice of action learning
• Application of lessons learnt to strategy and projects
• Individual action plans

2017 Uganda - Digital financial services and agent banking – an introduction

Understanding the DFS ecosystem
Selecting a DFS business model
Agent banking and functions
Mobile banking and partnership
Developing a DFS strategy and convincing funders

2012

Introduction to mWallet
Roles and responsibilities of agents
How to conduct transactions
Cash or liquidity management Customer and agent support

2018 Uganda

Training of trainers:

• Agent banking and network models
• Agent selection & integration
• Back office operations
• Liquidity management
• Risk & fraud management
• Marketing & branding
• Agent monitoring & support
• Dispute resolution mechanism
• Compliance & reporting
• Technology & partnerships

2017 BENIN - Digital savings and loans.

• Key concepts of digital credit
• Examples of failure and success
• Benefits, costs and risks
• Phases of implementation
• The challenge of partnership
• The challenge of client scoring
• The challenge of customer protection

2017 Turin, Italy - Digital finance business models and regulation

Key concepts in digital finance
Objectives of different business models
Opportunity and market assessment, regulation
Institutional readiness assessment
Go-to-market strategy and pilot
Partnership, commercialisation and distribution
Action plan, budget and team
Agent banking – which approach? Using an existing agent network versus building your own

Key concepts in agent banking
Technological options
Strategic partner assessment, negotiation and management
Selecting, recruiting and training agents
Offsite liquidity planning, monitoring and management
Onsite performance monitoring and management
Understanding and managing the risks of different models

Objectives of going digital
How the poor manage their money
Reasons for the poor to use DFS
Training clients on using DFS
Convincing clients to use DFS
Convincing staff to promote DFS
Training agents to convince clients to use DFS

2015

Knowing your role
Selling digital savings to clients and staff
Recruiting and selecting agents
Training agents

2017 Ghana - Training of Trainers

Development of training materials to use with clients

Development of TOT materials for field staff

Sales Training

Development of sales materials to use with clients

Development of sales training materials for field staff

Pilot Test on-field staff

Practice using the materials developed for field staff

Evaluation and improvement of materials

Pilot Test on clients

Practice using the materials developed for clients

Evaluation and improvement of materials

2014

Introduction to Bank Pafupi
Keys to success for Bank Pafupi
Managing an agent network
Agent support
Agent training

Introduction to Bank Pafupi
Roles and responsibilities of agents
How to perform transactions
Agent liquidity management
Client and agent support

2013

Agent roles & roll-out strategy
Agent value proposition
Agent recruitment
Monitoring and liquidity

2016

Managing agent liquidity
Making proposals and negotiating change
Monitoring agents onsite
Coaching agents and staff

2018 South Africa

Training of Administrators

• Purpose of the tablet and the DFA
• Pilot and roll-out
• Changes in processes and responsibilities
• Usage and troubleshooting

Training of Trainers

• Principles of instructional design
• Analysis, design, development, implementation and evaluation of training
• Supervised delivery of DFA training by SEF trainers to field staff of one branch

2016

Why go digital?
How to implement digital financial services?
Legal framework
Business models
International experience
How to progress in digital finance?
Prerequisites and self-diagnosis
Partnerships
Formulation of a digital finance strategy
Workshops for Board en Senior Management of MFIs

Training on DFS
Review of multi-stakeholder workshop
Digital finance project cycle
Digital finance operations
Risk management
Institutional diagnostic

2015

Building value proposition and beyond
Agent selection, recruitment, activation
Approaches to training
Liquidity management
Agent management and support

2018 Benin

Training of Trainers

• Principles of adult training
• Facilitation techniques
• Instructional design

Sales training

• Knowing your products
• Interacting with prospects

Pilot test on Zemidjans

• Development of training materials
• Practice using the materials developed for Zemidjans
• Evaluation and improvement of materials

2017 Uganda - Training of Trainers

Development of training materials to use with clients

Development of TOT materials for field staff

Sales Training

Development of sales materials to use with clients

Development of sales training materials for field staff

Pilot Test on field staff

Practice using the materials developed for field staff

Evaluation and improvement of materials

Pilot Test on clients

Practice using the materials developed for clients

Evaluation and improvement of materials