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Wave is a fintech company building financial services across Africa, with millions of users across 9 countries. The mission is to make Africa the first cashless continent by providing accessible, affordable financial services including mobile money transfers, deposits, withdrawals, and business payments.
As an Agent Operations Territory Lead, you will manage Wave's agent network rollout and operations in your assigned territory. You will lead a team of agent openers responsible for recruiting and training agents, ensuring compliance with legal and policy requirements, and maintaining high service standards across your territory.
Key responsibilities include:
- Managing agent recruitment by leading a team of agent openers who recruit and train agents within your territory
- Ensuring agent quality and compliance with legal and policy requirements
- Training the agent network on applications, contract terms, rebalancing options, and fraud management
- Collaborating with the BTL (Brand, Training, Logistics) team to build a well-branded, well-equipped agent network
- Working with the agent liquidity team to monitor cash and float availability at agent locations
- Managing risk through routine field visits to assess agent performance and identify emerging issues
- Identifying and closing underperforming agents, recovering Wave materials, and ensuring branding removal
- Championing excellent customer service standards among distributors and agents in your territory
You will be based in the upcountry with travel to other field locations across The Gambia as needed. This is a permanent position with competitive salary, health insurance for you and dependents, 26 weeks parental leave for mothers (4 weeks for fathers), subsidized childcare, airtime reimbursement, and office benefits.
Requirements:
- Fluency in English; local language fluency is a plus
- 2+ years of relevant work experience, specifically managing an agent network in The Gambia
- Minimum 1 year of experience managing field-based teams
- Willingness to be deployed to other parts of the country
- Work authorization in The Gambia required
Ideal candidates demonstrate strong leadership and people management skills, are excited about field operations work, are detail-oriented and proactive communicators, work well both independently and as part of a team, are intellectually curious and embrace learning from failure, communicate frequently and clearly, show tenacity in problem-solving, and are comfortable with Excel and new tools.
