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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, enabling cash deposits, withdrawals, peer-to-peer payments, and business transactions in regions where traditional banking infrastructure is limited.
As Agent Operations Regional Lead based in Freetown, Sierra Leone, you will oversee all agent network acquisition and operations management for your assigned region. You'll report to the Agent Operations Lead and manage a team responsible for expanding Wave's agent network while maintaining operational excellence and regulatory compliance.
Key responsibilities include:
- Coordinate agent acquisition by identifying new locations and recruiting agents according to Wave's selection criteria and guidelines
- Ensure agents are recruited in compliance with legal requirements, execute valid contracts, and complete mandatory training before deployment
- Deliver comprehensive agent training and certification across all Wave products, procedures, KYC, and AML/CTF requirements
- Manage cash and e-value availability at agent locations in coordination with liquidity and quality teams
- Monitor agent performance against targets and identify emerging operational issues
- Identify agents for closure per internal procedures, recover Wave equipment, and manage branding material
- Serve as primary contact for your region's agent network and Wave products
- Execute operational excellence, cost management, and compliance with internal and regulatory policies
- Champion customer service standards and quality service delivery
You'll work with field-based teams across upcountry regions, requiring travel and willingness to relocate if needed. The role demands fluency in English, Krio, and local languages, with 5+ years of agent network management experience in Sierra Leone and minimum 2 years leading field teams.
