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Wave Mobile Money is building financial services across Sub-Saharan Africa to make the continent cashless. The company operates a mobile money platform in 9 countries with millions of users, backed by top-tier investors including Sequoia, Stripe, and Y Combinator.
You will join the Agent Operations team as a Regional Lead, reporting to the Agent Ops Lead. This is a people-management role overseeing all agent network acquiring and operations for your assigned region in DRC. You will supervise agent openers and coordinate with agent admin teams to hit regional targets.
Key responsibilities include:
**Agent Growth & Acquisition:** Coordinate agent openers to identify new agent locations and recruit agents according to selection criteria and guidelines.
**Agent Contracting & Compliance:** Ensure agents are recruited in compliance with legal and policy requirements. Verify all agents have executed valid contracts and are trained on contract terms before signing.
**Agent Activation & Training:** Oversee agent training and certification across all products and procedures, including KYC and AML/CTF compliance. Coordinate delivery of supplies and outlet branding.
**Liquidity Management:** Monitor cash and e-value availability at agent locations in coordination with Liquidity and Agent Quality Territory teams.
**Risk Management & Performance Monitoring:** Manage teams monitoring agent performance against targets. Report on emerging issues and assess regional performance.
**Agent Churn Management:** Identify agents for closure per internal procedures, recover Wave equipment, and ensure branding removal.
**Regional Leadership:** Serve as primary contact for all agent network acquiring and Wave products in your region. Execute operational excellence, manage costs, and ensure compliance with internal policies and regulatory guidelines.
**Customer Service:** Champion excellent customer service and implement quality service delivery standards.
You will work from Kinshasa, Kongo Central, or Bandundu. Work authorization in DRC is required. This is a permanent contract role.
**Requirements:**
- Fluent in both English and French
- Master's degree in a related field
- Minimum 5 years of relevant work experience, specifically managing an agent network in DRC
- Minimum 2 years of experience managing field-based teams
- Must have worked and overseen agent network activities in upcountry regions
**Preferred qualities:**
- Excellent written and verbal communication skills with a tendency toward over-communication
- Detail-oriented with a drive for excellence
- Self-starter and proactive in achieving ambitious targets
- Autonomous project ownership with good judgment on escalation
- Experience building and leading strong teams
- Intellectually curious and creative problem-solving approach
- Adaptability to changing priorities
- User-centric thinking about culture and process
- Tech-savvy with comfort in Excel and new tools
