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Wave is building financial services for Africa, with a mission to make the continent cashless. The company operates a mobile money platform across 9 countries, serving millions of users with products including peer-to-peer payments, merchant services, lending, and insurance.
As Financial Services Operations Partner, you will be the central operational hub ensuring Wave's financial services products run smoothly across customer, partner, and internal stakeholder groups. Currently, operational work is scattered across teams, creating gaps. You'll consolidate ownership, connecting Customer Services, Finance, Business Development, Product, Risk, and external partners to ensure nothing falls through the cracks.
Key responsibilities include:
**Partner Relationship Management**: Serve as the operational point of contact for external partners. Manage day-to-day coordination, triage feature requests, and hold partners accountable to commitments.
**Issue Triage & Escalation**: Be the escalation point for operational issues. Resolve directly when possible, route to appropriate internal teams, or escalate to partners via established processes. Identify patterns in recurring issues to drive structural solutions rather than repeated patches.
**SLA Monitoring**: Track partner SLAs and report performance gaps to enable proactive partner management.
**Revenue & Payments Reconciliation**: Monitor and validate partner payments, invoicing, and profit-share distributions. Align with Finance to ensure revenue reconciliation accuracy.
**Product Knowledge**: Build specialist expertise in non-standard financial products including merchant cash advances, insurance, consumer lending, and savings products. Use data to surface risks early, particularly on lending products, flagging customers for collections or merchants for engagement before problems escalate.
**Project Support**: Provide general project management support for launching new financial services products and partners.
You'll work from Wave's Senegal office and may travel to field locations. Work authorization in Senegal is required. The role demands someone who is smart, diligent, highly organized, customer-first, and partner-savvy—able to see the whole operational picture and drive excellence across a complex ecosystem.
