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W
Agent Operations Regional Lead
Wave
Posted 4 months agoBamako, Mali
Location
Bamako, Mali
Job Type
Full-time
Experience
Senior
Category
Operations
Job Description
We're making Africa the first cashless continent.
In 2017, over half the population in Sub-Saharan Africa had no bank account. That's for good reason—the fees are too high, the closest branch can be miles away, and nobody takes cards. Without access to financial institutions, people are forced to keep their savings under the mattress. Small business owners rely on lenders who charge extortionate rates. Parents spend hours waiting in line to pay school fees in cash.
We're solving this by building financial services that just work: no account fees, instantly available, and accepted everywhere. In places where electricity, water and roads don't always work, you can still send money with Wave. In 2017, we launched a mobile app in Senegal for cash deposit, withdrawal, and peer-to-peer and business payments. Now, we have millions of users across 9 countries and are growing fast.
Our goal is to make Africa the first cashless continent and that's where you come in...
We're seeking an Agent Operations Regional Lead to join our team in Mali. Reporting to the Agent Operations Lead, the role holder will oversee all Wave agent network acquisition and operations management for the assigned region by supervising all the activities of the agent openers and liaising with the respective agent admin teams to attain the set targets in the region.
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Requirements
- Fluent in English - this role will interact regularly with non-French/non-Bambara speakers.
- Speak both French and Bambara fluently.
- Must have worked and overseen agent network activities in the upcountry.
- Communicate effectively and often, both in writing and in person, to the point of over-communication.
- Are detail-oriented and strive for excellence in everything you do.
- Are a self-starter and proactive about achieving ambitious targets.
- Enjoy owning projects - you're autonomous yet know when to escalate problems.
- I have built and led strong teams that achieved key results.
- Adjust quickly to changing priorities and conditions.
- Think about culture and process from the users' perspective.
- Are tech-savvy: comfortable navigating Excel and onboarding to new tools.
Responsibilities
- In this role, you'll;
- Be the primary contact person for your region's agency network, acquiring & Wave products.
- Execute operational excellence, cost management, and compliance with internal policies and regulatory guidelines.
- Champion excellent customer service and implementation of quality service delivery standards.
- You'll be based in Mopti and cover the northern regions of Mali, with travels in those regions.
- Work authorization in Mali is required.
- This is a fix
- Coordinate the Agent Openers to identify opportunity areas for new agent locations and to acquire required agents in accordance with the set agent selection criteria and guidelines.
- Ensure the Agent Openers recruit agents in compliance with legal and policy requirements, per the defined procedure, and that all agents in your region have executed valid contracts and are trained on their contents before they sign.
- Ensure all agents are trained and certified (all products and procedures). This includes Know Your Customer (KYC) and Anti-Money Laundering / Countering the Financing of Terrorism (AML/CTF) as per the defined agent training procedure and requirements. It also includes delivering supplies and coordinating outlet branding.
- Coordinate the monitoring of cash/e-value availability at agents, in liaison with Liquidity and Agent Quality Territory teams.
- Manage teams to monitor agent vs. target performance through reports on emerging issues and assessments of the region's performance.
- Coordinate the Identification of Agents for Closure (as per internal procedure), recover Wave items and equipment, and ensure branding material is remov
Benefits
- We are on Y Combinator's top companies by revenue.
- Wave is an equal-opportunity e
