Agent Operations Territory Lead

How you'll help us achieve it

We are hiring an Agent Operations Territory Lead to manage product rollouts and supervise agents in a designated territory. You will also represent Wave, oversee our distribution and marketing, interact with users, and conduct interviews with individuals about their needs and concerns related to money transfer and financial services.

In this role, you will:

Manage agent recruitment by leading a team of agent openers who will recruit and train agents within your territory.

Ensure agent quality by ensuring all your agents comply with all legal and policy requirements and have executed valid contracts.

Continue to ensure agent quality by ensuring your agents are fully trained on critical elements, such as agent applications, the contents of the contract before signing, rebalancing options, fraud management, and other relevant topics.

Collaborate with the BTL team to ensure all your agents are well-branded and have the necessary supplies.

Coordinate agent liquidity management by monitoring the cash and float availability at agent locations in cooperation with our liquidity team.

Manage risk through routine visits to report emerging issues and assess the performance of agents in your territory.

Identify underperforming agents, close their accounts, recover Wave items and equipment, and ensure that branding materials are removed.

Be the primary contact for all agency networks acquiring and using Wave products in your territory.

Champion excellent customer service among distributors and agents within your territory.

Key Details

Location: You'll be based in Abidjan and may travel to field locations.

You must have work authorization in Côte d’Ivoire.

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 generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized child care when you return to work.

We help you live your fullest life now - we subsidize gym memberships and fitness classes.

Airtime reimbursement.

Requirements

At least 2 years of experience managing a successful agent network in Côte d’Ivoire’s mobile money, agency banking, and FMCG sectors.

A demonstrated ability to manage field-based operations across large geographical locations.

Willingness to travel and spend up to 90% of the time within your  assigned territories

Experience in the upcountry.

Fluency in French and a good level of English.

You might be a good fit if you

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

Are great at leadership and people management skills.

Like working in the field, as this is a primarily field operations role.

Communicate clearly and proactively, and independently follow through on tasks to manage team priorities effectively.

Enjoy teamwork, but also know how to work well independently.