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Wave is building financial services across Sub-Saharan Africa to make the continent cashless. The company operates a mobile money platform with millions of users across 9 countries, offering cash deposits, withdrawals, peer-to-peer payments, and business payments with no account fees.
As Agent Operations Regional Lead based in Bobo-Dioulasso, you will oversee all agent network acquiring and operations management for your assigned region in Burkina Faso. You report to the Agent Ops Lead and supervise agent openers while liaising with agent admin teams to achieve regional targets.
Key responsibilities include:
• Agent Growth: Coordinate agent openers to identify new agent locations and acquire agents according to selection criteria and guidelines.
• Agent Contracting: Ensure agents are recruited in compliance with legal and policy requirements, with valid executed contracts and proper training before signing.
• Agent Activation & Training: Deliver comprehensive training and certification for all products and procedures, including KYC and AML/CTF compliance, plus supplies and outlet branding coordination.
• Liquidity Management: Monitor cash and e-value availability at agent locations in coordination with liquidity and quality teams.
• Risk Management: Monitor agent performance against targets, report emerging issues, and assess regional performance.
• Agent Churn Management: Identify agents for closure per procedure, recover Wave equipment, and ensure branding removal.
• Regional Leadership: Serve as primary contact for all agency network acquiring and Wave products in your region, executing operational excellence, managing costs, and ensuring compliance with internal policies and regulatory guidelines.
• Customer Service: Champion excellent customer service and quality service delivery standards.
Requirements: Master's degree in a related field; fluent in English and French; minimum 5 years relevant work experience managing agent networks in Burkina Faso; minimum 2 years managing field-based teams; prior experience overseeing agent network activities in upcountry regions.
The role is permanent, based in Bobo-Dioulasso, and requires work authorization in Burkina Faso. Wave offers competitive salaries, health insurance for employee and dependents, 26 weeks parental leave for mothers (4 weeks for fathers), subsidized childcare, airtime reimbursement, and office amenities.
