Agent Operations Territory Lead
Skills
About the Role
You will manage product rollouts and supervise agents across multiple cities. You will recruit, train and lead agent openers, ensure agent compliance and quality, monitor cash and float availability, conduct routine field visits to assess performance and risks, and close underperforming agents. You will represent Wave in the field, oversee distribution and marketing efforts, interact with users, and interview them to understand their needs and payment challenges. You will champion excellent customer service among distributors and agents.
Requirements
- Fluent in French with a good command of Bambara and Songhaï
- 2+ years relevant experience managing an agent network in Mali
- Minimum 1 year experience managing field-based teams
- Work authorization in Mali
Responsibilities
- Manage agent recruitment and lead agent openers
- Ensure agent quality and compliance with legal and policy requirements
- Train agent network on applications, contract contents, rebalancing options, and fraud management
- Collaborate with BTL team to brand and equip the agent network
- Coordinate with agent liquidity team to monitor cash and float availability
- Conduct routine field visits to assess agent performance and report emerging issues
- Identify and close underperforming agents, recover company items, and remove branding materials
- Champion excellent customer service among distributors and agents
- Represent the company in the territory and oversee distribution and marketing
- Interview users to understand their needs and problems with money transfer and financial services
Benefits
- Generous health insurance for employees and dependents
- Parental leave: 26 weeks for mothers and 4 weeks for fathers
- Subsidized child care upon return to work
- Airtime reimbursement
- Bonuses awarded to strong performers after 6 months
- Free food and office space