ABMS

Context

Fets operates an agency banking network — field-based payment infrastructure that extends financial services into communities without direct bank access. As the network grew, operations hit a structural ceiling: agent onboarding ran through manual approval chains, cash position monitoring required supervisor intervention, and reconciliation happened once a day from exported spreadsheets rather than in real time.

Problem

Compliance was the critical risk. An agent network without real-time monitoring creates exposure: fraud goes undetected, float positions drift, and disputed transactions take days to resolve. The operational team was managing a growing network using tools not designed for it — the bottlenecks weren't a temporary scaling problem, they were structural. The network couldn't expand safely without a system built for it.

Approach

Led product design for an end-to-end agency banking management system across the full operational lifecycle. Worked with operations and engineering to map the existing agent workflow before designing the replacement: tiered agent hierarchy, KYC-integrated onboarding, real-time transaction monitoring, float position management, dispute resolution workflow, and reconciliation reporting. Audit trail design was a core requirement — every action needed to be traceable for both compliance review and operational accountability.

Outcomes

Reconciliation moved from a daily batch process to a real-time operation, compressing multi-day resolution timelines significantly. Agent onboarding became a single guided flow with embedded KYC — removing the manual approval chains that had slowed network expansion. The system became the operational backbone of the Fets agency banking unit, providing the compliance infrastructure and monitoring capability required to scale the agent network with confidence.