Agent Operations Regional Lead

How you'll help us achieve it

We're seeking an Agent Operations Regional Lead to join our team in Sierra. Reporting to the Agent Operations Lead, the role holder will oversee all Wave agent network acquisition and operations management for the assigned region by supervising all the activities of the agent openers and liaising with the respective agent admin teams to attain the set targets in the region. 

In this role, you'll; 

• Coordinate the Agent Openers to identify opportunity areas for new agent locations and to acquire required agents in accordance with the set agent selection criteria and guidelines.
• Ensure the Agent Openers recruit agents in compliance with legal and policy requirements, per the defined procedure, and that all agents in your region have executed valid contracts and are trained on their contents before they sign.
• Ensure all agents are trained and certified (all products and procedures). This includes Know Your Customer (KYC) and Anti-Money Laundering/Countering the Financing of Terrorism (AML/CTF) as per the defined agent training procedures and requirements. It also includes delivering supplies and coordinating outlet branding.
• Coordinate the monitoring of cash/e-value availability at agents, in liaison with Liquidity and Agent Quality Territory teams.
• Manage teams to monitor agent vs. target performance through reports on emerging issues and assessments of the region's performance. 
• Coordinate the Identification of Agents for Closure (as per internal procedure), recover Wave items and equipment, and ensure branding material is removed.
• Be the primary contact person for your region's agency network, acquiring & Wave products.
• Execute operational excellence, cost management, and compliance with internal policies and regulatory guidelines.
• Champion excellent customer service and implementation of quality service delivery standards.

Key details

• Location: Sierra Leone. Willingness to relocate to other regions if needed.
• Work authorization in Sierra Leone is required. 
• This is a permanent position. 
• Our salaries are competitive and calculated using a transparent formula.
• We offer generous health insurance for yourself and your dependents.
• We support working parents - we offer 26 weeks of parental leave for mothers and 4 weeks for fathers, in addition to subsidized child care when they return to work.
• Airtime reimbursement.
• Free food and a beautiful office space.

Requirements

• Fluent in English, Krio and in any additional local language. .
• 5+ years of relevant work experience specifically managing an agent network in Sierra Leone, including minimum 2 years of experience managing field-based teams. 
• Must have worked and overseen agent network activities in the upcountry. 

You might be a good fit if you

• Communicate effectively and often, both in writing and in person, to the point of over-communication.
• Are detail-oriented and strive for excellence in everything you do.
• Are a self-starter and proactive about achieving ambitious targets.
• Enjoy owning projects - you're autonomous yet know when to escalate problems.
• I have built and led strong teams that achieved key results.
• Are intellectually curious, creative in the way you go about tackling problems, and embrace failure as a means to spark innovation and growth.
• Adjust quickly to changing priorities and conditions.
• Think about culture and process from the users' perspective.
• Are tech-savvy: comfortable navigating Excel and onboarding to new tools.
• Are honest.