Digital channels have changed what it means to manage in financial services. A manager responsible for a wallet, an agency banking network or a merchant payments product oversees round-the-clock operations, many external partners and large numbers of agents, while answering to risk, compliance and finance colleagues who each see a different part of the picture. Many such managers were promoted from technical, sales or branch roles and have had little structured preparation for this blend of commercial and control responsibilities.

The Management of Digital Financial Services, Payments & Fintech Risk Training Course addresses that gap. It starts with operating models, roles and the measures that define a healthy digital business. It then covers product and channel management, followed by the practical oversight of agents, merchants, vendors and fintech partners. The fourth day turns to the manager's role as risk owner in the first line, dealing with fraud, outages, continuity and customer grievances. The programme ends with management information, budgeting, team leadership and a personal action plan.

Each day mixes concise input with management simulations. Participants steer a fictional wallet business through a sequence of decisions and disruptions, review realistic operating reports and practise the conversations managers must hold with agents, suppliers and senior leaders.

Participants will leave able to:

• Design an operating model and team structure suited to a digital payments or wallet business.
• Set and track key performance and risk indicators for digital products and channels.
• Manage products through their lifecycle, from approval and launch to review and withdrawal.
• Oversee agent and merchant networks for liquidity, performance and conduct.
• Negotiate and enforce service level agreements with vendors and fintech partners.
• Lead the first-line response to fraud, system incidents and continuity events.
• Use complaints and customer feedback to identify control failures and product weaknesses.
• Prepare concise management reports that combine commercial results with risk exposure.

The course is aimed at people who manage digital financial products, channels or teams, for example:

• Digital product and channel managers in commercial banks
• Agency banking and agent network managers
• Mobile money operations and business managers in telecoms
• Merchant acquiring and payments business managers
• Customer experience and contact centre managers for digital channels
• SACCO and microfinance managers introducing mobile and app services
• Team leaders in fintech start-ups moving into management roles
• Vendor and partnership managers responsible for payment providers

Each participant leaves with:

• A one-page scorecard of commercial and risk measures for their product or channel.
• An agent network health check covering float, activity, compliance and complaints.
• A vendor and partner SLA review template with escalation steps.
• A first-line incident playbook with roles, communication lines and recovery steps.
• A new product approval checklist adapted to their institution.
• Experience of managing a simulated wallet business through realistic disruptions.
• A ninety-day management action plan for their unit.

The programme is designed for working managers and uses a blend of methods:

• A business simulation running through all five days, with new decisions and disruptions each morning
• Sample management reports, SLAs and agent data for analysis
• Role-plays covering vendor negotiations, agent performance discussions and executive briefings
• Short focused inputs that set up each management decision
• Group problem-solving on participants' own operational challenges
• Action planning with peer review on the final day

Vision Reach Global Consultancy grants its CPD-accredited Certificate of Completion to every participant who attends all five days and takes an active part in the business simulation and role-plays.

Your scorecard, incident playbook and ninety-day plan, all completed during the course, make useful supporting evidence in an appraisal or professional development file.