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Wave is building financial services across Sub-Saharan Africa to create the continent's first cashless economy. As Regional Operations Lead in Malawi, you will oversee all agent network acquisition and user growth operations for your assigned region, reporting to the Country Launcher.
You will manage a team of Field Officers who recruit and activate agents (merchants) across the region, ensuring compliance with legal and regulatory requirements. Key responsibilities include:
• Agent Growth & Acquisition: Coordinate Field Officers to identify new agent locations and recruit agents meeting Wave's selection criteria and guidelines.
• Agent Contracting & Training: Ensure agents execute valid contracts and receive comprehensive training on Wave products, KYC/AML procedures, and operational requirements before activation.
• Agent Activation & Liquidity: Oversee agent certification, supply delivery, outlet branding, and coordinate cash/e-value availability monitoring with Liquidity and Quality teams.
• Performance Management: Monitor agent performance against targets, identify emerging issues, assess regional performance, and manage agent churn through closures and equipment recovery.
• Distribution Team Leadership: Hire, train, manage, and monitor Field Officers and field-based promoters responsible for recruiting new users to Wave's financial products.
• Growth Strategy: Identify blockers to user growth, develop retention strategies, and execute operational excellence while maintaining compliance with internal policies and regulatory guidelines.
• Regional Leadership: Serve as primary contact for agency networks and new users, champion customer service standards, and drive quality service delivery.
This is a field-based permanent role requiring work authorization in Malawi. You'll need fluency in English and a local language, a bachelor's degree, at least 5 years of relevant experience managing agent networks and/or user acquisition in Malawi, and minimum 2 years managing field-based teams. Prior launch experience is desirable.
