Agent Operations Regional Lead
You oversee agent network acquisition and operations in your assigned region. You coordinate agent recruitment, ensure legal and policy compliance, manage training and certification, monitor cash and e-value availability, track performance, manage agent closures, and uphold customer service and operational standards.
Responsibilities
- Coordinate Agent Openers to identify opportunities for new agent locations and acquire agents
- Ensure agents are recruited in compliance with legal and policy requirements
- Ensure agents execute valid contracts and receive training on their contents
- Ensure agents are trained and certified on products, procedures, KYC, and AML/CTF
- Coordinate cash and e-value availability monitoring at agent locations
- Manage team performance through reports and regional assessments
- Identify agents for closure and recover Wave items and equipment
- Serve as the primary contact for the regional agency network
- Execute operational excellence, cost management, and compliance
- Champion excellent customer service and quality service delivery
Requirements
- Fluency in English and Krio, plus any additional local language
- 5+ years of relevant experience managing an agent network in Sierra Leone
- At least 2 years of experience managing field-based teams
- Experience overseeing agent network activities in upcountry Sierra Leone
Benefits
- Health insurance for the employee and dependents
- 26 weeks of parental leave for mothers
- 4 weeks of parental leave for fathers
- Subsidized child care
- Airtime reimbursement
- Free food