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Wave is a fintech company building financial services across Sub-Saharan Africa with a mission to make Africa the first cashless continent. The company operates mobile money platforms in 9 countries, serving millions of users with services including cash deposits, withdrawals, peer-to-peer payments, and business payments.
As Agent Operations Lead, you will own the operational health and performance of Wave's agent network in the Democratic Republic of Congo as the company rapidly scales its presence there. You will build and manage agent operations teams responsible for growing and managing the agent network across multiple regions including Kinshasa, Kongo Central, Bandundu, and other locations as they launch.
Key responsibilities include:
• Agent Network Performance: Own agent KPIs and drive 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 teams.
• Agent Acquisition & Expansion: Grow the agent network strategically based on customer demand, geographic coverage, and business needs.
• User Experience: Improve the overall user journey for both agents and 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 regulatory 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, Business Development, 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.
The role is regional-based with primary office at Wave HQ in Kinshasa (Immeuble I'Horizon, 50 Avenue Colonel Lukusa, Gombe) and requires willingness to travel up to 70% of the time within the Democratic Republic of Congo.
Wave has raised significant funding including the largest Series A in Africa in 2021, with investors including Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator, and Partech Africa. The company is on Y Combinator's list of top companies by revenue.
REQUIREMENTS:
• 5+ years of experience managing an agent network in the Democratic Republic of Congo's mobile money, finance, fintech, telecoms, or technology sectors
• Bachelor's Degree or equivalent in Sales and Marketing, IT, Business Management, or comparable field
• Minimum 2 years of experience building, leading, and managing field-based teams
• Track record in managing stakeholders through strategic reporting
• Fluent in both English and French
• Willingness to travel up to 70% of the time within the Democratic Republic of Congo
• Very strong communication and stakeholder management skills, with ability to communicate effectively and frequently both in writing and in-person
• Ability to adjust quickly to changing priorities and conditions and cope effectively with complexity and change
• Work authorization in DRC required
