Agent Ops Regional Lead

Our mission

We're making Africa the first cashless continent.

In 2017, over half the population in Sub-Saharan Africa had no bank account. That's for good reason—the fees are too high, the closest branch can be miles away, and nobody takes cards. Without access to financial institutions, people are forced to keep their savings under the mattress. Small business owners rely on lenders who charge extortionate rates. Parents spend hours waiting in line to pay school fees in cash.

We're solving this by building financial services that just work: no account fees, instantly available, and accepted everywhere. In places where electricity, water and roads don't always work, you can still send money with Wave. In 2017, we launched a mobile app in Senegal for cash deposit, withdrawal, and peer-to-peer and business payments. Now, we have millions of users across 9 countries and are growing fast.

Our goal is to make Africa the first cashless continent and that's where you come in...

How you will help us achieve it

Wave is now the largest financial institution in Senegal, with over 7 million users. And we are just getting started with our product roadmap and our potential impact on people's daily lives.

You will oversee the entire acquisition and operational management of the Wave agent network in your assigned region. You will lead all Agent Opener activities in connection with agent administration teams to achieve the set goals for the region.

In this role, you will be expected to:

• Agent Network Growth: Coordinate Agent Openers in identifying opportunity areas for establishing new agents and acquiring the required agents in accordance with defined selection criteria and guidelines.

• Agent Contracting: Ensure Agent Openers recruit agents in compliance with legal and regulatory requirements according to the established procedure. Ensure all agents in your region have valid contracts and are trained on the contract contents before signing.

• Agent Activation and Training: Ensure all agents are trained and certified (on all products and procedures), including Know Your Customer (KYC) and Anti-Money Laundering / Countering the Financing of Terrorism (AML/CFT) procedures, according to established requirements and procedures. This includes delivering supplies and coordinating point-of-sale branding.

• Ongoing Agent Liquidity Management: Coordinate the monitoring of cash and e-value availability at agent locations, in liaison with regional liquidity and network quality teams.

• Risk Management and Routine Visits: Guide teams in monitoring agent performance against targets through reports on emerging issues and evaluations of regional results.

• Agent Off boarding: Coordinate the identification of agents to be closed (according to internal procedure), retrieve Wave equipment and assets, and ensure the removal of brand signage.

• Primary Contact: Act as the main point of contact for all agent network acquisition and Wave products in your region. Guarantee operational excellence, cost control, and compliance with internal policies as well as regulatory guidelines.

• Customer Service: Promote customer service excellence and ensure service quality standards are applied.

Key Details

• Location: KINSHASA, KONGO CENTRAL, BANDUNDU with frequent travel to the field.

• Work authorization in the Democratic Republic of the Congo required.

• This is a permanent contract (CDI) position.

• Our salaries are competitive and calculated using a transparent formula. We conduct performance reviews twice a year and award bonuses to high-performing employees who have been with the company for more than 6 months.

• We offer generous health insurance for you and your dependents.

• We support working parents — we offer 26 weeks of parental leave for mothers and 4 weeks for fathers, in addition to financial assistance for childcare upon returning to work.

• Phone plan reimbursement.

• Free meals and a pleasant working environment.

Requirements

• 5+ years of experience managing a large regional agent network within the Mobile Money, finance, fintech, telecom, or technology sectors in the Democratic Republic of the Congo.

• At least 2 years of experience leading and managing field teams.

• Proven track record in stakeholder management through strategic monitoring and reporting.

• Fluent in English and French.

• Willingness to travel up to 90% of the time within the Democratic Republic of the Congo.

This role is for you if you:

• Feel capable of adapting quickly to changing priorities and conditions, and effectively managing complexity and change.

• Demonstrate intellectual curiosity, creative problem-solving skills, and view failure as a way to drive innovation and growth.

• Have a strong, high-level network and enjoy meeting new people.

• Have coached or trained high-performing teams to achieve ambitious targets.

• Are comfortable with proactive over-communication and forward-thinking coordination.

• Enjoy managing projects end-to-end — you are autonomous while knowing when to escalate issues and how to collaborate with internal and external stakeholders.

• Place high importance on the usability of tools and systems that impact employees' daily work.

• Possess strong problem-solving, communication, collaboration, and leadership skills.

Our team

• We have a rapidly growing in-country team in Senegal, Côte d'Ivoire, Mali, Burkina Faso, The Gambia, Uganda, Niger, Sierra Leone, and Cameroon plus remote team members spread across the world.
• We're deeply passionate about our mission of bringing radically affordable financial services to the people who need them most.
• We foster autonomy for our employees. You'll own your projects at every stage, from understanding the problem to monitoring your solution in production.
• We raised the largest Series A in Africa in 2021. Our world-class investors, include Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator, and Partech Africa.
• We are on Y Combinator's top companies by revenue.

How to apply

Fill out the form below, and upload a resume in English and a cover letter describing your interest in Wave and the role.

We review applications frequently and recommend that you apply to the role that most closely aligns with your skills, experience and career goals.

Wave is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.