Agent Operations Territory Lead
About the Role
You will manage product rollouts and supervise agents across your territory. You will recruit and train agents, ensure compliance with legal and policy requirements, and guarantee agents are trained on applications, contracts, rebalancing options and fraud management. You will coordinate with marketing and liquidity teams to equip and monitor agent locations, perform routine field visits to assess performance and risk, identify and close underperforming agents, recover company items and remove branding, and promote excellent customer service among distributors and agents.
Requirements
- Fluent in French
- Good command of Bambara
- At least 2 years relevant experience managing an agent network in Mali
- Minimum 1 year managing field-based teams
- Work authorization to work in Mali
- Willingness to be based in upcountry locations and travel to field sites
- Proficiency with Excel and onboarding new tools
Responsibilities
- Manage agent recruitment and lead agent openers to recruit and train agents in the territory
- Ensure agent quality and compliance with legal and policy requirements
- Train agents on applications, contract contents, rebalancing options and fraud management
- Coordinate with marketing to ensure agent locations are branded and equipped
- Collaborate with liquidity team to monitor cash and float availability at agent locations
- Conduct routine field visits to assess agent performance and report emerging issues
- Identify and close underperforming agents and recover company items
- Champion excellent customer service among distributors and agents