Agent Operations Regional Lead
Skills
About the Role
You will oversee all agent network acquiring and operations for an assigned region. You will supervise agent openers, liaise with agent admin teams, and ensure agents are contracted, trained, certified and compliant with KYC and AML/CTF procedures. You will coordinate deliveries, outlet branding and liquidity monitoring, monitor agent performance, identify underperforming agents for closure, recover equipment, and manage operational costs while maintaining quality customer service and regulatory compliance. You will conduct routine field visits and produce reports on regional performance and emerging issues.
Requirements
- Fluent in English
- Fluent in French
- Master's degree in a related field
- Minimum 5 years managing an agent network in Burkina Faso
- Minimum 2 years managing field-based teams
- Work authorization in Burkina Faso
- Experience overseeing upcountry agent network activities
Responsibilities
- Coordinate agent acquisition and identify new agent locations
- Supervise agent openers and liaise with agent admin teams
- Ensure agents execute valid contracts and comply with legal requirements
- Train and certify agents on products procedures and KYC AML/CTF
- Deliver supplies and coordinate outlet branding
- Coordinate agent liquidity monitoring with Liquidity and Agent Quality teams
- Monitor agent performance and report emerging issues
- Identify agents for closure recover equipment and remove branding
- Serve as primary contact for agency networks and Wave products in the region
- Execute operational excellence manage costs and ensure regulatory compliance
- Champion excellent customer service and implement quality service standards
Benefits
- Generous health insurance for employee and dependents
- 26 weeks parental leave for mothers
- 4 weeks parental leave for fathers
- Subsidized child care upon return to work
- Airtime reimbursement
- Free food
- Office workspace provided