Agent Operations Lead

About the role

Wave is building a cashless Africa and needs an Agent Operations Lead to grow and manage its agent network in the Democratic Republic of Congo. You will own the operational health of the network, ensuring agents are active, liquid, compliant and deliver a strong customer experience.

Key responsibilities

• Own agent KPIs and drive activity, productivity, availability and quality across the network.
• Ensure agents have sufficient cash and e‑float, identify liquidity gaps and coordinate solutions.
• Strategically acquire and expand agents based on demand and geographic coverage.
• Improve user journey for agents and end‑users by addressing network pain points.
• Maintain compliance with KYC/AML and other operating standards.
• Identify, prevent and resolve agent‑related fraud and operational risks.
• Own operational dashboards, analyse data and drive decisions.
• Lead, coach and develop regional leads and field teams.

Required profile

• 5+ years managing an agent network in DRC’s mobile money, fintech, telecom or technology sectors.
• Minimum 2 years building and leading field‑based teams.
• Fluent in English and French with strong communication and stakeholder management skills.
• Willingness to travel up to 70% within the DRC.
• Ability to adapt quickly to changing priorities and complex environments.

What we offer

• Competitive salary with transparent formula.
• Health care insurance premium covered 90% for employee and dependents.
• Generous parental leave (26 weeks for mothers, 4 weeks for fathers) and subsidized childcare.
• Fitness benefit, airtime reimbursement, free meals and a pleasant work environment.