Agent Operations Regional Lead
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 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
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 achieve 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.
Have built and led strong teams in achieving key results.
Are intellectually curious, creative in the way you go about tackling problems, and embrace failure as a means to spark innovation and growth.
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.