Agent Operations Territory 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 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