Agent Operations Regional Lead

The role

The Regional Lead oversees agent network acquiring and operations management in the assigned region. You will supervise agent openers and liaise with agent admin teams to reach regional targets.

What you will do

• Coordinate Agent Openers to identify and acquire new agent locations.
• Ensure agents are recruited in compliance with legal and policy requirements.
• Ensure agents have executed valid contracts and are trained on contract contents.
• Ensure agents are trained and certified on all products and procedures including KYC and AML/CTF.
• Deliver supplies and coordinate outlet branding.
• Coordinate cash and e-value availability monitoring with Liquidity and Agent Quality Territory teams.
• Manage teams in monitoring agent performance against targets.
• Coordinate identification of agents for closure, equipment recovery, and branding removal.
• Act as the primary contact for agency networks acquiring and Wave products in the region.
• Champion customer service and implementation of quality service delivery standards.

Required qualifications

• Work authorization in DRC is required.
• Fluent in English
• Master’s degree in a related field.
• Speak both French and English fluently.
• At least 5 years of relevant work experience, specifically managing an agent network in DRC.
• Minimum of 2 years of experience managing field-based teams.
• Must have worked and overseen agent network activities in the upcountry.

Nice to have

• Communicate effectively and often, both in writing and in person, to the point of over-communication.
• Detail-oriented and seek to achieve excellence in everything you do.
• Self-starter and proactive about achieving ambitious targets.
• Enjoy owning projects - you're autonomous yet know when to escalate problems.
• Have built and led strong teams in achieving 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.

Benefits

• Competitive salaries calculated using a transparent formula.
• 90% 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.