Agent Operations Regional Lead

About the role

Wave is expanding its agent network across Burkina Faso and is looking for a Regional Lead to oversee all aspects of agent operations. Reporting to the Agent Ops Lead, you will manage the acquisition, activation, training, and ongoing performance of agents in the region.

Key responsibilities

• Coordinate Agent Openers to identify and acquire new agent locations according to selection criteria.
• Ensure agents are recruited in compliance with legal and policy requirements and that valid contracts are signed and understood.
• Oversee agent training and certification, including KYC, AML/CTF, and product procedures.
• Deliver supplies, manage outlet branding, and guarantee agents have the necessary tools.
• Monitor cash and e‑value liquidity at agents in partnership with Liquidity and Quality teams.
• Manage risk through routine visitation, performance reporting, and issue escalation.
• Identify agents for closure, recover Wave equipment, and remove branding material.
• Serve as the primary contact for all agency network activities, ensuring operational excellence and cost control.

Required profile

• Proven experience managing agent or field operations in a financial services environment.
• Strong knowledge of legal, compliance, KYC and AML/CTF requirements for agent contracting.
• Ability to lead and coordinate cross‑functional teams, including recruitment, training, liquidity, and quality assurance.
• Excellent analytical skills for performance monitoring and risk assessment.
• Effective communication skills for stakeholder liaison and agent support.

Required skills