Agent Operations Territory Lead
How you'll help us achieve it
Wave is now the largest financial institution in Senegal and Côte d’Ivoire, with millions of users, growing rapidly year on year. And, we’re still in the early days of our product roadmap and potential impact on people’s everyday lives.
We are looking for an Agent Operations Territory Lead who will lead our efforts to expand our user base and manage user acquisition strategies in allocated territories in Mbarara. This role involves leading both user growth operations and agent operations/agent liquidity to help grow our market.
You will manage a team of 7 to 10 distributors (foot soldiers), overseeing our distribution and marketing, talking to and onboarding users, interviewing users about their needs and problems with regards to money transfer and financial services.
In this role, you will be responsible for;
Agent Quality: Ensuring that agents in your territory;
are compliant with the legal and policy requirements as per defined procedure.
have executed valid contracts.
are trained on the contents of the contract before signing the contract.
are well-branded and have the supplies needed to deliver their services.
Agent Ongoing Liquidity Management: Coordinate the monitoring of cash / e-value availability at Agents in liaison with the Liquidity team.
Risk Management and Routine Visitation: Manage the teams in Monitoring of Agent vs. targets through Reports on emerging issues and assessment of the region's performance.
Agent Churn: Identify underperforming agents (as per internal procedure), troubleshoot or recover Wave items & equipment and ensure branding material is removed.
Be the primary contact person for all agency networks acquiring & Wave products in your region/territory. Execute operational excellence, cost management and compliance with internal policies and regulatory guidelines.
Champion excellent customer service and implementation of quality service delivery standards while coaching, training and mentoring your team to achieve the desired market impact and targets.
Scout zones where distribution should happen and give guidance on the zone where your distributors should focus.
Make sure distributors have all the necessary supplies and work materials daily.
Report daily on distribution efforts, needs, and feedback from the field to the Regional lead.
Help with the training and smooth onboarding of new distributors and enforce a good work environment and team-building.
Key Details
Location: This is a field sales role. You will be based in Mbarara and may travel to other field locations across the country as needed.
Work authorization in Uganda is required
This is a permanent position
Our salaries are competitive and calculated using a transparent formula. We run performance reviews twice a year and award bonuses to strong performers who have been with the company for more than 6 months.
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.
Lunch and field facilitation are provided.
Requirements
3+ years of sales experience in user acquisition/agent operations and liquidity management within mobile money, finance, fintech, telecoms, or tech.
Proven sales ability with a successful track record in sales, including identifying customer needs and connecting corridors.
Language: Exceptional written and verbal communication skills in both English and a local language.
Exceptional interpersonal skills in building and maintaining positive relationships.
You might be a good fit if you
Are deeply analytical in your approach to marketing and in optimizing the cost of customer acquisition, and are metrics-oriented and experienced in leading teams towards KPIs.
Are proactive, disciplined in your thoughts and actions, and committed to continuous self-improvement and professional development.
Possess the humility, mission focus, and resolve to do what it takes to achieve growth goals.
Build strong relationships and bring out the best in people.
Excel at leadership and enjoy managing diverse and large field ops teams.
Are a strong communicator and are comfortable defaulting to overreaching when it comes to coordination.
Think from first principles about how things should work.
Are excessively detail-oriented and seek to achieve excellence in everything you do.
Are a self-starter and proactive about achieving ambitious targets and willing to go the distance to get something done.
Adjust quickly to changing priorities and conditions.
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