Agent Operations Regional Lead

The role

The Agent Operations Regional Lead oversees agent network acquisition and operations management in the assigned region. This role involves supervising agent openers and liaising with agent admin teams to meet regional targets.

What you will do

• Coordinate Agent Openers to identify and acquire new agent locations.
• Ensure agent recruitment complies with legal and policy requirements.
• Ensure agents are trained and certified on products and procedures including KYC and AML/CTF.
• Deliver supplies and coordinate outlet branding.
• Coordinate monitoring of cash and e-value availability at agents.
• Manage teams to monitor agent performance against targets.
• Coordinate identification of agents for closure and recovery of equipment.
• Act as the primary contact person for the region's agency network.
• Execute operational excellence, cost management, and compliance.
• Champion customer service and quality service delivery standards.

Required qualifications

• Fluent in English, Krio and in any additional local language.
• 5+ years of relevant work experience specifically managing an agent network in Sierra Leone.
• Minimum 2 years of experience managing field-based teams.
• Must have worked and overseen agent network activities in the upcountry.
• Work authorization in Sierra Leone is required.

Nice to have

• Communicate effectively and often, both in writing and in person, to the point of over-communication.
• Detail-oriented and strive for excellence in everything you do.
• Self-starter and proactive about achieving ambitious targets.
• Enjoy owning projects - are autonomous yet know when to escalate problems.
• Built and led strong teams that achieved key results.
• Intellectually curious, creative in the way you go about tackling problems, and embrace failure as a means to spark innovation and growth.
• Adjust quickly to changing priorities and conditions.
• Think about culture and process from the users' perspective.
• Tech-savvy: comfortable navigating Excel and onboarding to new tools.
• Honest.

Benefits

• Competitive salaries calculated using a transparent formula.
• Generous health insurance for yourself and your dependents.
• 26 weeks of parental leave for mothers.
• 4 weeks of parental leave for fathers.
• Subsidized child care when returning to work.
• Airtime reimbursement.
• Free food.
• Beautiful office space.

About the company

Wave is building financial services to make Africa the first cashless continent. They provide mobile app services for cash deposit, withdrawal, and payments across 9 countries.