Agent Operations Lead

As Agent Operations Lead, you'll be responsible for growing and managing our agent network in the Democratic Republic of Congo as we rapidly scale our business there. You will build and manage agent operations teams that will be in charge of growing and successfully managing our agent network.

Role purpose: Own the operational health and performance of the country’s agent network, ensuring agents are active, liquid, compliant, productive, appropriately distributed, and able to provide a consistently strong customer experience.

In this role, you'll:

Agent Network Performance: Own agent KPIs and drive agent activity, productivity, availability, quality, and overall network performance.

Agent Liquidity: Ensure agents have sufficient cash and e-float; identify liquidity gaps and coordinate solutions with Liquidity and Master Agents.

Agent Acquisition & Expansion: Grow the agent network strategically based on customer demand, geographic coverage, and business needs.

User Experience: Improve the overall user journey (agents & end users) by addressing pain points across the network.

Agent Quality & Compliance: Maintain strong agent operating standards and ensure compliance with KYC/AML and other requirements.

Fraud & Operational Risk: Identify, prevent, and resolve agent-related fraud and operational risks in partnership with relevant teams.

Data & Analytics: Own operational dashboards and use data to identify root causes, generate insights, and drive decisions and actions.

Cross-functional Execution: Partner closely with Growth Ops, Regional Leads, Liquidity, People, Compliance, BizDev, Support, and other teams to solve operational problems.

Team Leadership: Lead, coach, and develop Agent Ops Regional Leads and field teams while creating strong accountability for results.

Planning & Forecasting: Forecast agent, liquidity, capacity, and resource needs and contribute to Cycle planning.

Reporting: Provide clear weekly/monthly performance updates highlighting results, root causes, actions, blockers, risks, and decisions required.

Wave Mission & Values: Lead by example and ensure Wave’s Mission and Values are deeply embedded in how the team operates.

Key details

Location: This position is regional based. You'll work from the specific locations in the Democratic Republic of Congo where we have our presence.

Kinshasa Lead - Wave HQ office: Immeuble I’Horizon 50 Avenue Colonel Lukusa, Gombe

Kongo Central Lead - To be based in Kongo Central Region

Bandundu Lead - To be based in Bandundu Region

Any other locations that will be launched across DRC.

Work authorization in DRC.

Our salaries are competitive and calculated using a transparent formula.

We pay 90% of your health care insurance premium cost for yourself and your dependents.

We support working parents - we offer generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized childcare when you return to work.

Fitness Benefit.

Airtime reimbursement.

Free meals and a pleasant work environment.

You might be a good fit if you

Have 5+ years of experience managing an agent network in the Democratic Republic of Congo’s mobile money, finance, fintech, telecoms or technology sectors

The equivalent of a Bachelor's Degree - A secondary degree in Sales and Marketing, IT, Business Management or a comparable field.

Minimum 2 years of experience building, leading and managing field-based teams.

Possess a track record in managing stakeholders through strategic reporting.

Can speak both English and French fluently.

Willingness to travel up to 70% of the time within the Democratic Republic of Congo.

Demonstrate very strong communication and stakeholder management skills communicating effectively and often, both in writing and in-person, to the point of overcommunication.

Are able to adjust quickly to changing priorities and conditions and cope effectively with complexity and change.