Agent Operations Territory Lead at Wave in Banjul

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 are hiring Agent Operations Territory Leads to manage product rollouts and supervise agents in different cities. You will also represent Wave, oversee our distribution and marketing, interact with users, and interview people about their needs and problems related to money transfers and financial services. In this role, you'll; Manage agent recruitment by leading a team of agent openers who will recruit and train agents within your territory. Ensure agent quality and compliance with legal and policy requirements. Guarantee the agent network is fully trained on applications, the contents of the contract before signing, rebalancing options, fraud management, etc. Collaborate with the BTL team to build a well-branded, well-equipped agent network. Collaborate with the agent liquidity team to monitor cash and float availability at agent locations. Manage risk through routine visits to report emerging issues and assess agents' performance in your territory. Identify underperforming agents, close them, recover Wave items, and ensure branding materials are removed. Champion excellent customer service among distributors and agents within your territory. Key details Location: You will be based in the upcountry and may travel to other field locations across the country as needed. Work authorization in The Gambia is required. This is a permanent position. Our salaries are competitive and calculated using a transparent formula. We offer generous 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 Fluency in English and in any local languages is a plus. Must be willing to be deployed in other parts of the country. 2+ years of relevant work experience, specifically managing an agent network in The Gambia, including a minimum of 1 year of experience managing field-based teams. You might be a good fit if you Are great at leadership and people management skills. Are excited about working in the field, as this is a largely field-operations role. Are detail-oriented and strive for excellence in everything you do. Are a clear and proactive communicator, able to independently follow through on tasks and manage team priorities effectively. Enjoy teamwork, but also know how to work well independently. Are intellectually curious, creative in the way you go about tackling problems, and embrace failure as a means to spark innovation and growth. Communicate effectively and often, both in writing and in person, to the point of over-communication. Demonstrate tenacity and a willingness to go the distance to get something done. Are tech-savvy: comfortable navigating Excel and onboarding new tools. Our team We have a rapidly growing in-country team in Senegal, Côte d'Ivoire, Mali, Burkina Faso, The Gambia, Uganda, Niger, Sierr