Agent Operations Regional Lead
Wave is a mobile money company reinventing financial services across Africa. It lets users deposit, withdraw, and pay bills for free, send money for a 1% fee, and buy airtime instantly, serving everyday consumers who need affordable, accessible banking.
Projects
About Wave
Wave offers mobile money services designed to make banking modern and affordable, primarily for underserved populations across Africa. Its core product allows users to deposit and withdraw money for free, pay bills for free, send money to anyone for only 1%, and buy airtime instantly, backed by toll-free customer support and strong security. Wave operates across numerous African markets including Burkina Faso, Cameroon, Cote d'Ivoire, DRC, Gambia, Malawi, Mali, Niger, Senegal, Sierra Leone, and Uganda, with a global team building what it describes as 'the future of money, Africa-first.' The company emphasizes a distinct hiring philosophy and culture rooted in transparency, mission-driven work, honesty, and rapid iteration, serving individual consumers and agents who rely on Wave for everyday financial transactions.
Skills
About the Role
You'll oversee all Wave agent network acquiring and operations management for your assigned region, supervising the activities of agent openers and liaising with agent admin teams to hit regional targets. You'll coordinate agent growth by identifying new agent locations, ensure agents are contracted in compliance with legal and policy requirements, and make sure every agent is trained and certified on products, procedures, KYC and AML/CTF before they start. You'll also coordinate cash and e-value liquidity monitoring, manage risk through routine visitation and performance reporting, coordinate agent churn and closures, and act as the primary contact for agency networks and Wave products in your region while championing excellent customer service.
Requirements
- Fluent in English
- Master's degree in a related field
- Speak both French and English fluently
- At least 5 years of relevant work experience managing an agent network in Burkina Faso
- Minimum of 2 years of experience managing field-based teams
- Must have worked and overseen agent network activities in the upcountry
Responsibilities
- Coordinate Agent Openers in identifying opportunity areas for new agent locations and acquiring agents according to selection criteria
- Ensure Agent Openers recruit agents in compliance with legal and policy requirements
- Ensure all agents have executed valid contracts and are trained on contract contents before signing
- Ensure all agents are trained and certified on products and procedures including KYC and AML/CTF
- Coordinate delivery of supplies and outlet branding
- Coordinate cash and e-value availability monitoring at agents with Liquidity and Agent Quality Territory teams
- Manage teams in monitoring agent performance against targets through reports
- Coordinate identification of agents for closure, recover Wave items and equipment, and remove branding material
- Act as primary contact person for all agency networks acquiring and Wave products in the region
- Execute operational excellence, manage costs, and ensure compliance with internal policies and regulatory guidelines
- Champion excellent customer service and implementation of quality service delivery standards
Benefits
- Generous health insurance for yourself and your dependents
- 26 weeks of parental leave for mothers and 4 weeks for fathers
- Subsidized child care when returning to work
- Airtime reimbursement
- Free food
- Beautiful office space