Wave
Finance / FinServ
AgentAdminManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Agent Admin Manager at Wave. Skills: Agent Operations Support, Team Management, Administrative Oversight, Policy and Procedure Adherence, Issue Tracking and Resolution, Supply Management, Contract Management, Data Custodianship, Performance Improvement, Financial Administration. Providing administrative support to the Agent Operations team. Overseeing a growing administrative officer team”
What You'll Achieve.
Ensure agent teams are recruited and managed per internal policy and procedure; Help develop and ensure procedures are followed for addressing agent issues at agents are tracked, reported, and addressed; Manage the requesting, dispatching, and tracking usage of agent-related supplies; Oversee agent management administration and reporting; Create and roll out systems to ensure relevant contracts are up-to-date across systems; Work with regional managers to create policies to monitor and evaluate agent contracts for termination/renewal; Be general custodian of all regional data and required reporting; Provide accurate data analysis and performance forecasting; Champion for performance improvement within the agent team; Manage all contracts and payroll associated with interim firm staff; Create and roll out systems between admins and regional managers to dispatch all required supplies, merchandising material, and any other required supplies, tracking dispatched and available supplies and their use; Provide financial support in monitoring and closure of agent/customer cases; Provide basic training on agent admin-related issues to the field teams; Manage and train entry-level admins within agent management; Help coordinate and manage all agent communication and training as may be required; Manage, track, and report on all agent potential risks and suspicious activities
Industry & Context.
Analytical in your approach to problems
May travel to field locations, Work authorization in DRC Faso is required
What They're Looking For.
Must Have
Proficiency in French and English, At least 3 years experience in a comparable role (HR, Admin, Finance), At least 1 year’s experience managing a team, Excellent computer skills and intermediate data analysis skills (great at spreadsheets), Good communication skills, HR, Admin, Business or Finance graduate degree, Team leadership and coordination abilities, Able to proactively prioritize, plan, delegate, and follow up client, field team, and agent issues until resolved, Work authorization in DRC Faso is required
Nice to Have
Seek to improve yourself through honest self-reflection, Have managed successful teams to achieve ambitious goals, Are intellectually curious, creative in the way you go about tackling problems, and embrace failure as a means to spark innovation and growth, Demonstrate tenacity and a willingness to go the distance to get something done, Are comfortable defaulting to over-communication and overreaching when it comes to coordination, Adjust quickly to changing priorities and conditions and cope effectively with complexity and change, Are analytical in your approach to problems, Are excessively detail-oriented and seek to achieve excellence in everything you do
What You'll Do.
Providing administrative support to the Agent Operations team
Overseeing a growing administrative officer team
Supporting agent and user operations team from the head office
Ensuring agent teams are recruited and managed per internal policy and procedure
Developing and ensuring procedures are followed for addressing agent issues
Managing the requesting
and tracking usage of agent-related supplies
Managing a team of administrative officers involved in agent operations activities
Overseeing agent management administration and reporting
Creating and rolling out systems to ensure relevant contracts are up-to-date
Working with regional managers to create policies to monitor and evaluate agent contracts for termination/renewal
Being general custodian of all regional data and required reporting
Providing accurate data analysis and performance forecasting
Championing performance improvement within the agent team
Managing all contracts and payroll associated with interim firm staff
Working with ops admin officers to support agents across the country
Managing or supporting recruitment
and offboarding as needed in the agent ops department
Creating and rolling out systems between admins and regional managers to dispatch all required supplies
merchandising material
and any other required supplies
tracking dispatched and available supplies and their use
Providing financial support in monitoring and closure of agent/customer cases
Providing basic training on agent admin-related issues to the field teams
Managing and training entry-level admins within agent management
Coordinating and managing all agent communication and training as may be required
and reporting on all agent potential risks and suspicious activities
How You'll Work.
Team & Collaboration
Support agent and user operations team from the head office; Work with regional managers to create policies to monitor and evaluate agent contracts; Work with ops admin officers to support agents across the country; Create and roll out systems between admins and regional managers to dispatch all required supplies; Provide basic training on agent admin-related issues to the field teams; Help coordinate and manage all agent communication and training as may be required
Communication Scope
Good communication skills
Process & Methodology
Proactively prioritize, plan, delegate, and follow up client, field team, and agent issues until resolved
Full Job Description
Our mission We're making Africa the first cashless continent. In 2017, over half the population in Sub-Saharan Africa had no bank account. That's for good reason—the fees are too high, the closest branch can be miles away, and nobody takes cards. Without access to financial institutions, people are forced to keep their savings under the mattress. Small business owners rely on lenders who charge extortionate rates. Parents spend hours waiting in line to pay school fees in cash. We're solving this by building financial services that just work: no account fees, instantly available, and accepted everywhere. In places where electricity, water and roads don't always work, you can still send money with Wave. In 2017, we launched a mobile app in Senegal for cash deposit, withdrawal, and peer-to-peer and business payments. Now, we have millions of users across 9 countries and are growing fast. Our goal is to make Africa the first cashless continent and that's where you come in... How you’ll help us achieve it Providing administrative support to the Agent Operations team is essential to the department, which is why we are hiring an Agent Administrative Manager. Reporting to the Agent Operations Lead, the role holder will ideally be an excellent multitasker committed to overseeing a growing administrative officer team within our DRC agent management team. In this role, you'll; Support agent and user operations team from the head office. Ensure agent teams are recruited and managed per internal policy and procedure. Help develop and ensure procedures are followed for addressing agent issues at agents are tracked, reported, and addressed. Manage the requesting, dispatching, and tracking usage of agent-related supplies. Managing a team of administrative officers involved in agent operations activities. Oversee agent management administration and reporting. Create and roll out systems to ensure relevant contracts are up-to-date across systems. Work with regional managers to create
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