In opening remarks at the launch of the Standardised Mobile Money Agent Training Manual, the Bank of Zambia officially introduced a common training resource for mobile money agents aimed at standardizing conduct, knowledge and operations across the sector. The bank said the manual is intended to strengthen professionalism, compliance, customer protection and service delivery, positioning agents not only as transaction points but also as frontline actors in trust, fraud prevention and digital finance adoption. The Bank of Zambia linked the manual to the rapid expansion of mobile money and the central role of agents in extending services to households, small businesses and underserved communities. It urged payment service providers to integrate the manual into agent onboarding and training, reinforce compliance through monitoring and quality assurance, and support industry-led training initiatives. In the same remarks, the bank placed the initiative within broader digital finance reforms including tiered know your customer rules, higher e-money transaction limits, interoperability through the National Financial Switch, updated electronic money directives, a roadmap to phase out cheques by June 2026, and a regulatory sandbox. It also highlighted cyber and fraud risks, noting that it has established a Security Operations Centre, issued Cyber and Information Risk Management Guidelines, and is setting up a Cyber Incident Response Team.
Bank of Zambia2026-05-18
Bank of Zambia launches Standardised Mobile Money Agent Training Manual to set uniform conduct and compliance standards
In launch remarks, the Bank of Zambia officially introduced a standardized mobile money agent training manual to create uniform standards for agent conduct, compliance, customer protection and service delivery. The bank urged payment service providers to embed the manual in onboarding and monitoring and tied the move to broader digital finance growth, interoperability reforms and rising cyber and fraud risks.