Wave Mobile Money Benefits Overview

Leads a customer support team in Kotu, managing daily operations, performance goals, escalations, quality monitoring, coaching, evaluations, reporting, and process improvements. The role ensures prompt issue resolution, strong customer satisfaction, policy implementation, and effective communication about product and procedural updates. It also requires flexible scheduling, including weekends when necessary, and regular one-on-ones with support representatives.

Leads risk and compliance operations in Niger, overseeing policies, controls, field audits, AML/CFT investigations, regulatory reporting, partner-bank relationships, and internal control implementation. The role coordinates agent audits, monitors KYC and onboarding requirements, supports fraud investigations, manages remediation, and advises country leadership and board committees. It also provides compliance training, handles regulatory stakeholder relationships, and supervises local audit activities.

Manage escalated operational cases, payment tickets, collections follow-up, funding reliability, and partner communications for bill-pay integrations. Analyze user information and Periscope charts, communicate issues and requirements to support, product, engineering, and external partners, and maintain organized records while handling multiple priorities.