Agent Operations Lead

How you'll help us achieve it

As an Agent Operations Lead, you'll be responsible for growing and managing our agent network in The Gambia as we rapidly scale our business there. You will build and manage agent operations teams in charge of growing and successfully managing our agent network.

In this role, you'll;

• Coordinate the development, roll-out, and management of Wave’s agent network in The Gambia through the acquisition and growth of quality agents in compliance with approved agent selection criteria.
• Build the roadmap for the agent team in The Gambia to achieve its cycle’s key objectives:
• Work closely with your line manager to determine key objectives and operationalize strategies
• Take ownership of operations to rapidly scale Wave's agent network to thousands of agents in The Gambia with the processes and people needed
• Execute in The Gambia on developing an agent management program that gives agents the right skills and expertise to serve our users.
• Coordinate and ensure diverse projects on the roadmap are on track by:
• Setting up clear responsibilities for the team and providing day-to-day management and mentorship of team members.
• Working closely with People, Compliance, Agent Liquidity, Bizdev, and Support teams to align activities.
• Help to develop Wave’s global strategy by sharing insights and learning from the team’s experience in The Gambia- Identify what is working and what is not, and take actions to ensure a high standard of service and sustainable growth
• Lead by living Wave's values and ensure they're deeply engrained within your team

Key details

• Location: The Gambia with frequent field travel
• Work authorization in The Gambia.
• Our salaries are competitive and calculated using a transparent formula. We run performance reviews twice a year and award bonuses to strong performers who have been with the company for more than 6 months.
• We pay 100% of your health care insurance premium cost for yourself and your dependents.
• We support working parents - we offer generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized child care when you return to work.
• We help you live your fullest life now- we subsidize gym memberships and fitness classes.
• Airtime reimbursement
• Free food and a beautiful office space

Requirements

• +7 years of experience in Mobile Money operations in Africa with +5 years experience directly managing large agent networks at a senior level.
• Experienced managing large field operational teams in a fast-paced environment.
• English proficiency is required.
• Analytical – able to absorb data from various sources, interpret it, and build an effective agent network strategy.
• Expertise in working with diverse stakeholders to achieve complex and challenging objectives.
• Demonstrated experience owning large mobile money projects and senior responsibility.
• Extended knowledge of mobile money in Africa is required.

You might be a good fit if you

• Have 5+ years of experience managing an agent network in The Gambia’s mobile money, finance, fintech, telecoms, or technology sectors
• The equivalent of a Bachelor's Degree - A secondary degree in Sales and Marketing, IT, Business Management, or a comparable field.
• Minimum 2 years of experience   building, leading, and managing field-based teams
• Possess a track record in managing stakeholders through strategic reporting. 
• Can speak both English and French fluently.
• Willingness to travel up to 70% of the time within The Gambia.
• Demonstrate very strong communication and stakeholder management skills, communicating effectively and often, both in writing and in person, to the point of overcommunication.
• Can adjust quickly to changing priorities and conditions and cope effectively with complexity and change.