Agent Operations Regional Lead at Wave in Kinshasa

Job description

Our mission 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... How you'll help us achieve it We're hiring a Regional Lead to join our Agent Operations team in DRC. Reporting to the Agent Ops Lead, the role holder will oversee all Wave agent network acquiring 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. In this role, you'll; Agent growth: Coordinate the Agent Openers in identifying opportunity areas for new agent locations and acquiring required agents according to the set agent selection criteria and guidelines. Agent Contracting: Ensure the Agent Openers recruit agents in compliance with the legal and policy requirements as per the defined procedure. Ensure all agents in your region have executed valid contracts and are trained on the contents of the contract before they sign it. Agent Activation & Training: Ensure all agents are trained and certified (for all products and procedures). This includes Know Your Customer (KYC) and AML/CTF as per the defined agent training procedure and requirements. It also includes delivering supplies and coordinating outlet branding. Agent Ongoing Liquidity Management: Coordinate the cash / e-value availability monitoring at agents in liaison with Liquidity and Agent Quality Territory teams. Risk Management and Routine Visitation: Manage the teams in Monitoring Agent vs. target performance through Reports on emerging issues and assessments of the region's performance. Agent Churn: Coordinate the Identification of Agents for Closure (as per internal procedure), recover Wave items and equipment, and ensure branding material is removed. Be the primary contact person for all agency networks acquiring & Wave products in your region: Execute operational excellence, manage costs, and ensure compliance with internal policies and regulatory guidelines. Champion excellent customer service and implementation of quality service delivery standards. Key details Location: You'll work from Kinshasa, Kongo Central, or Bandundu. Work authorization in DRC is required. Contract type: Permanent Contract Our salaries are competitive and calculated using a transparent formula. We offer a 90% health insurance for yourself and your dependents. We support working parents - we offer 26 weeks of parental leave for mothers and 4 weeks for fathers, in addition to subsidized child care when they return to work. Airtime reimbursement. Free food and a beautiful office space. Requirements 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, and a minimum of 2 years of experience managing field-based teams. Must have worked and overseen agent network activities in the upcountry. You might be a good fit if you Communicate effectively and often, both in writing and in person, to the point of over-communication. Are detail-oriented and seek to a