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 acquisition 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 be based in San Pedro with travel upcountry, coordinating recruitment, training, certification, and performance monitoring of agents across the region.
Requirements
- Fluent in French and English
- 5+ years of relevant work experience specifically managing an agent network in Côte d'Ivoire, including minimum 2 years of experience managing field-based teams
- Must have worked and overseen agent network activities in the upcountry
- Work authorization in Côte d'Ivoire is required
Responsibilities
- Coordinate the Agent Openers to identify opportunity areas for new agent locations and to acquire required agents in accordance with the set agent selection criteria and guidelines
- Ensure the Agent Openers recruit agents in compliance with legal and policy requirements and that all agents have executed valid contracts and are trained on their contents before they sign
- Ensure all agents are trained and certified on all products and procedures including KYC and AML/CTF requirements
- Deliver supplies and coordinate outlet branding
- Coordinate the monitoring of cash/e-value availability at agents in liaison with Liquidity and Agent Quality Territory teams
- Manage teams to monitor agent vs target performance through reports on emerging issues and assessments of the region's performance
- Coordinate the identification of agents for closure, recover Wave items and equipment, and ensure branding material is removed
- Serve as the primary contact person for the region's agency network and Wave products
- Execute operational excellence, cost management, and 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 parental leave for mothers and 4 weeks for fathers
- Subsidized child care when you return to work
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food
- Beautiful office space