The Payments Association of Zambia (PAYZ) was established in terms of the Constitution, being a payment system association registered under the provisions of Societies Act of Zambia CAP 119. The Association serves as a joint industry platform from which members can collaborate in dealing with various issues of mutual interest including payment systems, policy formulation, innovations and conduct of public/private dialog. The association endeavours to be an effective enabler of businesses through strategic engagement with regulators and payment system businesses and other industry players.

In line with its mission, PAYZ seeks to engage qualified consultants to develop:

(A)    a comprehensive DFS Code of Conduct that promotes ethical practices, consumer protection, and innovation within the DFS landscape, and,

(B)    a Standardized, Uniform Mobile Money Agent Training Manual aimed at improving professionalism, consistency, and efficiency among Mobile Money agents, resulting in enhanced service delivery, increased customer trust, and reduced risks of fraud and non-compliance in mobile money operations.

A.    DEVELOPMENT OF A DIGITAL FINANCIAL SERVICES (DFS) CODE OF CONDUCT

Objective of the Assignment

The primary objective of this consultancy is to develop a DFS Code of Conduct that will serve as a guiding framework for all stakeholders in the digital financial services ecosystem, including payment service providers, financial institutions, agents, regulators, and consumers. The Code will:

Promote transparency, accountability, and ethical practices.

Safeguard consumer interests and enhance trust in DFS.

Foster compliance with national and international standards and regulations.

Encourage innovation while maintaining operational integrity.

Scope of Work

The consultant will undertake the following:

Conduct desk review such us comprehensive review of existing policies, laws, and regulations governing DFS in Zambia.

Benchmark best practices from regional and international DFS codes of conduct.

Engage with stakeholders, including service providers, regulators, and consumer advocacy groups, to gather input and perspectives.

Draft a DFS Code of Conduct tailored to the Zambian context, ensuring alignment with national priorities and international standards.

Facilitate stakeholder validation workshops to refine and finalize the draft Code of Conduct.

Develop an implementation guide and monitoring framework for the adoption and enforcement of the Code.

Deliverables

The consultant will be expected to deliver the following:

Assessment outlining the relevance and effect of the DFS Code of Conduct.

Inception Report outlining the methodology, work plan, and timeline.

Situational Analysis Report summarizing findings from the review and stakeholder engagements.

Draft DFS Code of Conduct for stakeholder review.

Finalized DFS Code of Conduct, incorporating feedback from stakeholders.

Implementation Guide and Monitoring Framework.

Duration of the Assignment

This assignment is expected to be completed within eight (8) months from the commencement date.

Qualifications and Experience

The consultant should possess the following qualifications and experiences:

• Master’s degree in law, finance, economics, or a related field, accredited by Zambia Qualification Authority (ZAQA).
• At least 10 years experience executing similar mandates in DFS, Payments System or Banking.
• Certified copies of Curriculum vitae (all CV’s of applicant’s personnel).

Demonstrated experience in developing regulatory frameworks, codes of conduct, or similar governance documents.

• Strong knowledge of the DFS ecosystem, including payments systems, fintech, and consumer protection.
• Strong Legal drafting skills.
• Familiarity with Zambian regulatory and financial sector dynamics is highly desirable.
• Excellent stakeholder engagement and facilitation skills.
• Strong analytical and report-writing abilities.
• Certificates of registration/Incorporation, Tax clearance, TPIN.

Application Requirements

Interested consultants are required to submit the following documents:

• A detailed proposal, including methodology, work plan, and budget.
• A cover letter highlighting relevant qualifications and experience.
• Curriculum Vitae (CV) of the lead consultant and any team members.
• Samples of similar work previously undertaken.
• At least three traceable references.

B.    DEVELOPMENT OF A STANDARDIZED, UNIFORM MOBILE MONEY AGENT TRAINING MANUAL

Objective of the Assignment

The primary objective of this consultancy is to design a comprehensive standardized, uniform training manual for mobile money agents. The manual will serve as a reference guide to:

• Equip agents with the necessary knowledge and skills to perform their roles effectively.
• Promote ethical practices and compliance with regulatory standards.
• Enhance customer service and trust in mobile money services.
• Mitigate risks such as fraud and operational inefficiencies.

Scope of Work

The consultant will undertake the following:

• Conduct a needs assessment to identify key training gaps and requirements for mobile money agents.
• Review existing training materials, regulatory guidelines, and best practices in agent training.
• Develop a standardized training manual covering key areas including:

Introduction to mobile money services.

Roles and responsibilities of mobile money agents.

Customer service and communication skills.

Fraud prevention and security measures.

Regulatory compliance and ethical standards.

Transaction management and troubleshooting.

• Engage stakeholders, including mobile money operators, regulators, mobile money business owners’ associations, mobile money business associations, integrated financial institutions and agents, to validate the training content.
• Develop supplementary materials, such as training slides, quizzes, and case studies, to support the manual.
• Facilitate a pilot training session, trainer of trainer (ToT) to test the manual and incorporate feedback.
• Develop platform for agent training ensuring easy accessibility in all 10 provinces.

Deliverables

The consultant will be expected to deliver the following:

• Inception Report outlining the methodology, work plan, and timeline.
• Needs Assessment Report summarizing findings from stakeholder consultations.
• Draft Standardized Mobile Money Agent Training Manual for review.
• Finalized Training Manual, incorporating feedback from stakeholders.
• Supplementary training materials (slides, quizzes, case studies, etc.).
• Report on the pilot training session with recommendations for implementation.
• Training platform for easy accessibility and delivery.

Duration of the Assignment

This assignment is expected to be completed within Eighteen (18) months from the commencement date.

Qualifications and Experience

The consultant should possess the following qualifications and experience:

• Advanced degree in education, business administration, finance, or a related field, accredited by Zambia Qualification Authority (ZAQA).
• At least 10 years experience in DFS, Payments System or Banking.
• Master’s degree in finance, business administration, or a related field, accredited by Zambia Qualifications Authority (ZAQA) (added advantage).
• Certified copies of Curriculum vitae (all CV’s of applicant’s personnel).
• Demonstrated experience in developing training materials or capacity-building programs.
• Strong knowledge of mobile money operations, including agent roles, fraud prevention, customer service, and compliance requirements.
• Familiarity with Zambian regulatory and financial sector dynamics.
• Strong facilitation and stakeholder engagement skills.
• Excellent writing and content development abilities.
• Certified Certificates of registration/Incorporation, Tax clearance, TPIN.

Application Requirements

Interested consultants are required to submit the following documents:

• A detailed proposal, including methodology, work plan, and budget.
• A cover letter highlighting relevant qualifications and experience.
• Curriculum Vitae (CV) of the lead consultant and any team members.
• Samples of similar work previously undertaken.
• At least three professional references.

Submission Details

Applications should be submitted via email to the Projects Lead, Greyford Mwase,  greyford.mwase@payz.co.zm cc. info@payz.co.zm,  with the subject line: “Consultancy Application: DFS Code of Conduct Development,” or “Consultancy Application: Development of Standard, Uniform Mobile Money Agent training manual.”

Deadline for Submission

28 February 2025.

For further inquiries, please contact Greyford Mwase, Projects Lead on (+260)971 575 690.

Disclaimer: PAYZ reserves the right to accept or reject any application without providing reasons and will not be responsible for any costs incurred in the preparation or submission of applications. Furthermore, this call for consultant does not constitute a contract or an offer to enter a contract. Negotiations may be conducted with selected consultants to finalize terms and conditions.

Only shortlisted candidates will be contacted.