About the job
Our Mission
At Wave, we are dedicated to transforming Africa into the first cashless continent.
In 2017, more than half of the population in Sub-Saharan Africa lacked access to bank accounts due to high fees, remote locations, and limited acceptance of cards. Consequently, many individuals stash their savings at home, while small business owners are forced to rely on expensive loans. Parents endure long waits to settle school fees with cash.
We address these challenges by developing financial services that are user-friendly, free from account fees, and widely accepted. In regions where essential services like electricity and roads are unreliable, Wave enables seamless money transfers. Since our launch of a mobile app in Senegal in 2017 for cash deposits, withdrawals, and peer-to-peer payments, we have quickly expanded to millions of users across nine countries.
Join us in our mission to make Africa the first cashless continent!
Your Role in Achieving This Goal
We are looking for a results-oriented Master Agent Officer with excellent communication skills and a proven background in field operations. In this role, you will provide vital support to Master Agents and the administrative team on various requests and projects.
In this position, you will:
- Manage and support Corporate Master Agents, including banks, microfinance institutions, and corporate networks.
- Serve as the main point of contact for all operational, liquidity, and support inquiries.
- Facilitate seamless bank top-ups, reimbursements, and reconciliations in collaboration with internal treasury teams.
- Engage in structured B2B communication primarily via email and scheduled meetings, with occasional on-site visits as necessary.
- Assist Corporate partners with contract management, including minor adjustments to standard agreements.
- Offer day-to-day operational support to Corporate Masters on tools, product usage, and device/application issues.
- Escalate incidents and ensure follow-up.
- Coordinate internally to troubleshoot technical issues, transaction problems, or treasury blocks.
- Track and resolve issues to ensure high service quality.
- Deliver or organize training sessions for Corporate teams on Wave tools, processes, and products.
- Identify training needs within Corporate Master organizations.
- Monitor and evaluate the performance and operational quality of Corporate Master Agents.