Visa Pay CICO Agent Network Lead

About Us

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale - tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters - to you, to your community, and to the world. Progress starts with you.

Job Description

The CICO Agent Network Lead is responsible for building, scaling, and managing the Visa Pay DRC cash-in/cash-out agent network. This role ensures customers can reliably deposit and withdraw funds while maintaining consistent service standards across all agent locations.

The position involves leading network planning, agent performance management, and operational efficiency while ensuring compliance with regulatory and company standards. The role oversees agent productivity, liquidity management, and key performance indicators (KPIs), proactively addressing operational challenges and improving network performance.

The role requires strong collaboration with internal and external stakeholders-including banks, agencies, operations teams, and risk/compliance units-to ensure seamless execution and continuous improvement.

Essential Functions:

• Own and execute the Visa Pay DRC agent coverage strategy, rollout roadmap, and outlet selection criteria
• Train agent partners’ team leaders and field supervisors to ensure consistent standards
• Manage agent economics, including productivity, liquidity/float, incentives, and unit economics
• Define and enforce service standards across branding, compliance, availability, and quality
• Monitor network KPIs and act on churn, dormant outlets, equipment issues, and closures
• Resolve operational challenges in collaboration with banks, agencies, and internal teams (operations, risk/compliance, product)
• Prepare weekly performance and exception reports for the Visa Pay DRC Lead

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

Basic Qualifications:

• Bachelor’s degree with 5+ years of relevant experience OR advanced degree with 2+ years of relevant experience
• Experience managing agent networks, merchant ecosystems, field distribution, or agency banking
• Strong understanding of agent economics, productivity, and liquidity/float management
• Proven ability to train frontline teams and third-party partners
• Strong analytical skills, including KPI tracking and root-cause analysis
• Working knowledge of KYC, fraud prevention, and financial services compliance
• Excellent stakeholder management and communication skills

Preferred Qualifications:

• Experience in fintech, digital payments, or mobile money ecosystems
• Demonstrated success in scaling and optimizing agent networks
• Advanced data analysis and reporting capabilities
• Strong cross-functional collaboration skills in complex environments

Physical Requirements:

• Ability to travel regularly to field locations and agent sites
• Capability to conduct on-site inspections and training sessions
• Prolonged periods working with data, reporting tools, and dashboards

Visa is an EEO Employer

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.