Agent Operations 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'll help us achieve it

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

Role purpose: Own the operational health and performance of the country’s agent network, ensuring agents are active, liquid, compliant, productive, appropriately distributed, and able to provide a consistently strong customer experience.

In this role, you'll:

• Agent Network Performance: Own agent KPIs and drive agent activity, productivity, availability, quality, and overall network performance.
• Agent Liquidity: Ensure agents have sufficient cash and e-float; identify liquidity gaps and coordinate solutions with Liquidity and Master Agents.
• Agent Acquisition & Expansion: Grow the agent network strategically based on customer demand, geographic coverage, and business needs.
• User Experience: Improve the overall user journey (agents & end users) by addressing pain points across the network.
• Agent Quality & Compliance: Maintain strong agent operating standards and ensure compliance with KYC/AML and other requirements.
• Fraud & Operational Risk: Identify, prevent, and resolve agent-related fraud and operational risks in partnership with relevant teams.
• Data & Analytics: Own operational dashboards and use data to identify root causes, generate insights, and drive decisions and actions.
• Cross-functional Execution: Partner closely with Growth Ops, Regional Leads, Liquidity, People, Compliance, BizDev, Support, and other teams to solve operational problems.
• Team Leadership: Lead, coach, and develop Agent Ops Regional Leads and field teams while creating strong accountability for results.
• Planning & Forecasting: Forecast agent, liquidity, capacity, and resource needs and contribute to Cycle planning.
• Reporting: Provide clear weekly/monthly performance updates highlighting results, root causes, actions, blockers, risks, and decisions required.
• Wave Mission & Values: Lead by example and ensure Wave’s Mission and Values are deeply embedded in how the team operates.

Key details

• Location: This position is regional based. You'll work from the specific locations in the Democratic Republic of Congo where we have our presence. 
• Kinshasa Lead - Wave HQ office: Immeuble I’Horizon 50 Avenue Colonel Lukusa, Gombe
• Kongo Central Lead - To be based in Kongo Central Region
• Bandundu Lead - To be based in Bandundu Region
• Any other locations that will be launched across DRC.
• Work authorization in DRC.
• Our salaries are competitive and calculated using a transparent formula. 
• We pay 90% 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 childcare when you return to work.
• Fitness Benefit.
• Airtime reimbursement.
• Free meals and a pleasant work environment.

You might be a good fit if you

• Have 5+ years of experience managing an agent network in the Democratic Republic of Congo ’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 Democratic Republic of Congo.
• Demonstrate very strong communication and stakeholder management skills communicating effectively and often, both in writing and in-person, to the point of overcommunication.
• Are able to adjust quickly to changing priorities and conditions and cope effectively with complexity and change.

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.