Agent Operations Territory Lead

About Wave Mobile Money

Wave Mobile Money is committed to transforming Africa into the first cashless continent. In regions like Sub-Saharan Africa, over half the population still lacks access to traditional banking due to high fees, distant branches, and limited card acceptance. Our financial services provide no account fees, instant access, and wide acceptance, enabling people to send money even where basic utilities may fail. Since launching our mobile app in Senegal in 2017, we now serve millions of users across nine countries and are growing rapidly.

Role Overview

We seek an Agent Operations Territory Lead based in Mbarara, Uganda, to spearhead user growth and agent operations within the assigned territory. This individual will lead a team of 7 to 10 distributors, overseeing distribution, marketing, user onboarding, and customer feedback to drive market expansion.

Responsibilities

• Ensure all agents comply with legal and policy standards, possess valid contracts, and are adequately trained before contract signing.
• Maintain proper branding and supply provisions for agents to deliver services effectively.
• Coordinate with the liquidity team to monitor agent cash and e-value availability.
• Lead risk management and routine visits to monitor agent targets and assess regional performance.
• Identify and address underperforming agents, recovering company assets and branding as necessary.
• Serve as the primary liaison for all agency networks acquiring Wave products within the territory, ensuring operational excellence, cost control, and regulatory compliance.
• Champion exceptional customer service and quality standards, while mentoring and training the team to meet market goals.
• Scout and advise on target distribution zones for distributors to focus on daily.
• Ensure distributors are well-equipped with necessary supplies and materials.
• Provide daily reports on distribution activities, needs, and field feedback to the Regional Lead.
• Assist in onboarding new distributors and fostering a positive team environment and culture.

Key Details

• Location: The role is field sales-focused and based in Mbarara, with potential travel within Uganda.
• Work authorization in Uganda is mandatory.
• This is a permanent role offering competitive salaries based on a transparent formula, with performance reviews biannually and bonuses for employees after six months.
• Health insurance is provided for employees and their dependents.
• Supports working parents with 26 weeks parental leave for mothers, 4 weeks for fathers, and subsidized childcare upon return.
• Additional benefits include airtime reimbursement, lunch, and field facilitation.

Requirements

• At least 3 years of sales experience in user acquisition, agent operations, or liquidity management within mobile money, fintech, finance, telecoms, or technology sectors.
• Demonstrated success in sales, understanding customer needs, and managing financial corridors.
• Excellent written and verbal communication skills in English and a local language.
• Strong interpersonal abilities to build and maintain effective relationships.

Ideal Candidate Profile

• Highly analytical and metrics-driven in marketing and customer acquisition cost optimization, experienced in leading teams to achieve KPIs.
• Proactive, disciplined, and dedicated to ongoing professional development.
• Mission-focused with humility and determination to meet growth targets.
• Skilled at relationship building and team leadership within diverse field operations.
• Effective communicator with strong coordination skills and a detail-oriented mindset striving for excellence.
• Self-motivated and goal-oriented, adaptable to changing priorities.

Our Team

• We maintain a fast-growing presence across multiple African countries with remote and local teams passionate about delivering affordable financial services.
• Employees enjoy autonomy and full ownership of their projects from problem definition to solution monitoring.
• Our investors include top global venture funds and accelerators, with recognized achievements such as the largest African Series A in 2021.

Additional Information

Wave is an equal-opportunity employer embracing diversity and fostering inclusive work environments.