La Plateforme des opportunités au TOGO

Agent Ops Admin Manager

16 novembre 2021
Lomé, Togo
Type d’offre d’emploi
Lieu du travail - Adresse
Lomé, Togo


Our mission

We're making Africa the first cashless continent.

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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 November 2017, we launched a mobile app in Senegal for a cash deposit, withdrawal, and peer-to-peer and business payments. In 2019, we expanded to Cote d'Ivoire. Now, we have millions of users 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

We’re looking for a Admin Manager in our Agent Operations team, who’s resourceful and excited about getting things done. You'll be responsible for administrative tasks within the teams of agent management and user growth, as well as managing a growing team of administrative officers as we rapidly scale our business in Togo.

In this role, you'll:

  • Support agent and user operations team from the head office
  • Be responsible for ensuring agents teams are recruited and managed as 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

Tasks include:

  • Manage 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 agent team
    • managing all contracts and payroll associated with interim firm staff
  • Team leadership and coordination
    • Work with operations administration officers to support agents across the country
  • Manage or support recruitment, onboarding, and off-boarding as needed in the agent operations department
  • Logistical support
    • Create and roll out systems between admins and regional managers to dispatch all required supplies and merchandising material required and any other required supplies, tracking dispatched and available supplies and its use.
  • Provide financial support in monitoring and closure of agent/customer cases
  • Training and managing on agent management and agent administrative issues
    • 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 risk and suspicious activities
  • Any other duties as may be assigned

Key details

  • Position based at the head office helping to support agents and field teams managing many agents
  • You must have work authorization in Togo
  • This is a permanent position


  • Proficient in English, French
  • At least 2 years experience in a comparable role (HR, Admin, Finance)
  • At least 1 year’s experience managing a team
  • Excellent computer skills, and intermediate and 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

You might be a good fit if you

  • You always 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



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