Partner Operations Representative

About Wave Mobile Money

Wave Mobile Money is advancing towards creating Africa's first cashless continent by offering accessible and fee-free financial services via mobile platforms. Launched in 2017, it serves millions of users across nine countries, enabling seamless cash deposits, withdrawals, and payments even in regions with unreliable infrastructure.

Role Overview

The Partner Operations Representative is a crucial member of the PartnerOps team responsible for integrating and maintaining bill payment services for customers, agents, and businesses within the app. This position focuses on ensuring reliability, timely funding of business accounts, and cultivating strong partnerships. The role requires a proactive, organized individual based in Bamako, Mali, working remotely with operational support across various country units.

Key Responsibilities

• Handle escalated operational cases from support teams efficiently.
• Analyze user data and communicate relevant information to partners.
• Interpret and utilize Sigma Chart data for decision-making.
• Perform collections, forecasting, and reconciliations with follow-up to ensure effectiveness.
• Maintain clear communication with partners about issues, claims, and service outages.
• Escalate critical cases such as claims and outages to partners as necessary.
• Collaborate effectively with support and product teams using verbal and written communications.
• Draft and deliver announcements for public and internal consumption, under supervision.
• Stay highly organized with thorough note-taking and effective communication through Slack and Google Suite.
• Manage multiple tasks simultaneously, including bug fixes, claims, partner requests, and interdepartmental interactions.
• Clearly articulate requirements to engineering teams independently and persuasively.

Candidate Requirements

• Proficiency in English and at least one local language.
• Bachelor’s degree in IT or a related field.
• Two to three years of relevant experience in a similar role.
• Preferred: Basic competence in SQL.
• Background in banking, financial institutions, or telecommunications is advantageous.
• Existing network of contacts to facilitate business objectives.
• Strong problem-solving skills oriented toward customer satisfaction.
• Experience with mobile wallets or money transfers.
• Exceptional listening and communication abilities, with capacity to teach others.
• Self-motivation, responsibility, initiative, and ability to work autonomously under pressure.
• Team-oriented with excellent organizational and multitasking skills.
• Capability to understand and relay user needs clearly to leadership and product teams.

Additional Information and Benefits

• This is a permanent position based in Bamako; work authorization in Mali is required.
• Salaries are competitive and transparently calculated; performance reviews occur biannually with bonuses for employees over six months.
• Comprehensive health insurance coverage for employees and dependents.
• Support for working parents includes 26 weeks maternity leave, 4 weeks paternity leave, and child care subsidies upon return.
• Airtime reimbursements and complimentary meals provided.
• Modern and attractive office space available.

Company Culture and Team

Wave is growing rapidly across multiple African countries with a commitment to delivering affordable financial services to underserved populations. The organization fosters employee autonomy, encouraging ownership of projects from inception through implementation and monitoring. It boasts notable investors and recognitions within the industry, advocating inclusivity and diversity in its work environment.