Agent Operations Territory Lead
Wave Mobile Money is a financial technology company providing affordable mobile money services across Africa. Its offerings include money transfers, deposits and withdrawals, bill payments, airtime purchases, merchant payments, collections, bulk payments, and checkout APIs.
Funding
Projects
About Wave Mobile Money Inc.
Wave Mobile Money builds and operates a mobile financial network intended to help make Africa the first cashless continent. Its consumer services enable users to deposit and withdraw money, send funds, pay bills, buy airtime, and access customer support through mobile applications and agents. Wave Business provides bulk payments, in-person merchant payments, cash collection tools, a business portal, and checkout APIs. The company serves consumers, agents, merchants, businesses, and other clients across multiple African countries.
Skills
About the Role
You'll manage product rollouts and supervise agents across different cities, representing Wave while overseeing distribution and marketing efforts. You'll interact directly with users and conduct interviews to understand their needs and concerns around money transfer and financial services. You'll lead a team of agent openers who recruit and train agents within your territory, ensuring agent quality and full compliance with legal and policy requirements. You'll make sure the agent network is thoroughly trained on applications, contracts, rebalancing options, and fraud management. You'll work closely with the BTL team to keep the agent network well-branded and equipped, and collaborate with the agent liquidity team to monitor cash and float availability at agent locations. You'll conduct routine visits to manage risk, report emerging issues, and assess agent performance, and you'll identify underperforming agents, close their accounts, recover Wave items and equipment, and remove branding materials when needed. You'll serve as the primary point of contact for all agency networks acquiring Wave products in your territory, championing excellent customer service among distributors and agents.
Requirements
- Fluent in French and with a good command of the local language
- At least 2 years of relevant work experience managing an agent network in Niger, including a minimum of 1 year managing field-based teams
- Located or willing to relocate to Tahoua, Arlit, Dogondoutchi, or Maradi
- Bachelor's degree in Sales, Marketing, or an equivalent
Responsibilities
- Manage agent recruitment by leading a team of agent openers who recruit and train agents within your territory
- Ensure agent quality and compliance with legal and policy requirements
- Ensure the agent network is fully trained on applications, contract terms, rebalancing options, and fraud management
- Collaborate with the BTL team to maintain a well-branded and equipped agent network
- Collaborate with the agent liquidity team to monitor cash and float availability at agent locations
- Manage risk through routine visits to report emerging issues and assess agent performance
- Identify underperforming agents, close their accounts, recover Wave items and equipment, and remove branding materials
- Serve as the primary contact for all agency networks acquiring Wave products within your territory
- Champion excellent customer service among distributors and agents within your territory
