Partner Operations Team Lead at Wave in Abidjan

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 Our Partner Operations team is dedicated to seamlessly integrating all bill payment services our users desire across all our applications - customer, agent, and business. Our mission is to ensure these payment services are implemented and maintained efficiently, providing the highest level of reliability and availability. Your role is to strive to keep our business accounts well-funded while fostering strong, mutually beneficial, and sustainable relationships with our partners. In this role, you’ll; Lead, coach, and mentor a high-performing partner operations team by efficiently supervising Partner Operations Representatives. Plan the team’s activities and schedules and assign them accordingly. Manage and resolve partner cases and issues escalated by our customer support teams. Interpret Sigma charts and utilise the data to support and make meaningful decisions for our internal teams and partners. Maintain clear communication with users about issues, claims, and outages. Escalate all cases, claims, and outages to the appropriate teams to be resolved. Communicate clearly and coordinate with various teams to support our partners effectively and promptly. Depending on the scenario, these include customer support, product teams, engineering, finance, compliance, and others. Ship announcements with easily understandable subject matters for public consumption Treat bugs and requests promptly and address them with the integrations team to support our partners better. Communicate precise partner requirements clearly to the engineering team with little or no product manager intervention. Key details Location: You'll work from our office in Abidjan, Côte d'Ivoire, and may travel to field locations. Work authorization in Côte d'Ivoire 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, French, and a local language. A bachelor's degree in IT or a related discipline. At least 4 years of experience in a comparable position in partner operations, customer service, or back Office. At least 2 years' experience as a team lead. Deep and detailed technical expertise that impacts and pushes the team to high standards. SQL competence is preferred but not required. You might be a good fit if you Love solving problems and can produce high-quality work, that exhibits a strong sense of ownership for outcomes. Have strong organizational and time management skills. Possess the ability to point out innovative and impactful strategies. Have a good understanding of financial services from a bank, financial institution, fintech, or telco. Have good analytical skills to interp