Agent Operations Regional Lead
Skills
About the Role
You will oversee agent network acquisition and run daily agent operations across the assigned region. You will coordinate agent openers, ensure agents are recruited and contracted per policy, deliver training and certification (including KYC and AML), monitor liquidity and agent performance, manage closures and recover assets, and maintain operational compliance and service quality.
Requirements
- Fluent in English
- Fluent in French
- Fluent in Bambara
- 5+ years managing an agent network in Mali
- Minimum 2 years managing field-based teams
- Experience overseeing agent network activities in upcountry Mali
- Work authorization in Mali
Responsibilities
- Coordinate agent openers to identify and acquire new agent locations
- Ensure agents are recruited in compliance with legal and policy requirements
- Verify agents have executed valid contracts and are trained on contract contents
- Deliver and ensure certification training for agents including KYC and AML/CTF
- Coordinate delivery of supplies and outlet branding
- Monitor cash and e-value availability with Liquidity and Agent Quality teams
- Monitor agent performance and report on emerging issues
- Identify agents for closure and recover company items and branding material
- Act as primary contact for the regional agency network and Wave products
- Execute operational excellence, cost management, and regulatory compliance
- Champion customer service and implement quality service delivery standards
Benefits
- Generous health insurance for employee and dependents
- Parental leave (26 weeks for mothers and 4 weeks for fathers)
- Subsidized child care upon return to work
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food and office space