Agent Operations Regional Lead

Agent Operations Regional Lead

Company

Wave Mobile Money Inc.

Conditions

6 days ago

Skills

Candidate Availability

Required and preferred rules are kept separate and reflect the wording in the original posting.

About the Role

You will lead agent acquisition and operations for your assigned region. You will oversee contracting, training, activation, liquidity monitoring, performance management, churn activities, compliance, costs, and customer service standards.

Requirements

• Fluency in English and French
• Master's degree in a related field
• At least 5 years of relevant experience managing an agent network in the Democratic Republic of the Congo
• At least 2 years of experience managing field-based teams
• Experience overseeing upcountry agent network activities

Responsibilities

• Coordinate Agent Openers to identify and acquire new agents
• Ensure agent recruitment complies with legal and policy requirements
• Ensure agents hold valid contracts and understand them before signing
• Ensure agents are trained and certified on products and procedures
• Coordinate agent liquidity monitoring
• Manage performance monitoring, emerging issues, and regional assessments
• Coordinate agent closures and recovery of equipment and branding
• Serve as the primary regional contact for agency network acquisition and Wave products
• Manage costs and ensure compliance with internal policies and regulatory guidelines
• Champion customer service and quality delivery standards

Benefits

• Health insurance for employees and dependents
• 26 weeks of parental leave for mothers
• 4 weeks of parental leave for fathers
• Subsidized child care
• Airtime reimbursement
• Free food

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