Operations Training 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
As Wave grows in Niger, you'll set the foundation for the country's training objectives and ensure high-quality support for the Agent Network. You'll assess training needs, translate training materials into English and French, plan and deliver training sessions, and manage training administration and evaluation. You'll also lead the transition from face-to-face to digital agent training, working closely with regional and territory leads while traveling to field locations as needed.
Requirements
- Fluent in French, English, and good command of local languages
- At least 5 years of relevant work experience, specifically managing training or an agent network
- Ideally, prior work experience in a learning & development context, teaching and/or training admin experience in a corporate setting
- Enjoy learning and can grasp a breadth of fields
- Proficient in group training, presentations and public speaking
- Can analyze data to measure training ROI and identify operational gaps
- Experience in facilitating group learning events
- Comfortable working on the field and interacting regularly with agents face-to-face
- Have built and led strong teams in achieving key results
- Adjust quickly to changing priorities and conditions
- Tech-savvy: proficient in digital training tools including Google Sheets and Slack for content delivery and administration
Responsibilities
- Lead the regional operations team in identifying opportunities to improve operational execution
- Determine training requirements by reviewing training strategy and coaching results
- Evaluate training effectiveness
- Lead the translation of training content into English and French
- Utilize observations and data-driven insights to improve training materials
- Assist with training vocals and video recording
- Execute individual training sessions for the team, site and remote facilitation activities
- Lead training sessions when needed
- Perform agent visits addressing the team's action items
- Coordinate and assist with training and implementation of new rollouts regionally
- Manage and administer training for assigned regions
- Monitor Slack channels, WhatsApp groups and other channels to gather training requirements and gaps
- Evaluate and report on training program effectiveness and implement changes as needed
- Gather feedback from trainees to determine instructional and content effectiveness
- Maintain quality assurance and continuous improvement standards for OKRs, E-Learning and key skills training targets
- Plan and execute the transition from face-to-face to digital agent training
Benefits
- Generous health insurance for yourself and your dependents
- 26 weeks of parental leave for mothers and 4 weeks for fathers
- Subsidized child care upon return to work
- Airtime reimbursement
- Free food
- Beautiful office space