Partner Operations Representative

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 The PartnerOps team's mission is to integrate and maintain all the Bill pay our users want in the apps (Customer, agent, business) as soon as possible. In detail, we should keep payments as reliable and available as possible, ensure our business accounts are funded, and build good relationships with our partners. We’re looking for a Mali-based candidate who is resourceful, determined, tenacious, and diligent—someone who thrives on getting things done. This role will also involve supporting operations across all Wave Opcos In this role, you’ll be expected to : Manage operationally escalated cases by the Support Teams. Interpret information about a user and inform partners. Interpret Sigma Chart Make collections, forecasts, reconciliations, and follow them up until their effectiveness. Have clear communication with partners regarding issues, claims, and outages. Escalate cases/Claims,/Outages to the partners. Communicate clearly with the team's support and the rest of the product team (verbally and in writing). Ship announcements with simple subject matter for public consumption with strict supervision. Effectively write and ship most announcements with the necessary final supervision. Be a very organized person (keeps good notes and communicates effectively on Slack and Google Suite). Be multitasking (can do many tasks simultaneously: being on duty, treating bugs, claims, and requests addressed to partner Ops, and interacting with other departments for their needs). Communicate precise requirements clearly to the eng team without team lead or product manager intervention (persuasive, can convince). Key details You'll work from our office in Bamako. Work authorization in Mali is required. This is a permanent position. Our salaries are competitive and calculated using a transparent formula. We run performance reviews twice a year and award bonuses to strong performers who have been with the company for more than 6 months. We offer generous health insurance for yourself and your dependents. We support working parents - we offer 26 weeks of parental leave for mothers and 4 weeks for fathers, in addition to subsidized child care when they return to work. Airtime reimbursement. Free food and a beautiful office space. Requirements Fluency in English and a local language. At least a Bachelor's degree in IT or a related discipline. 2 - 3 years of experience in a comparable position. You might be a good fit if you Having competence in SQL is a bonus but not required. Love solving problems for our awesome customers. Worked in a Bank / Financial Institute / Telcos. Have relationships and an established network of contacts to help achieve business goals. Are seeking to achieve excellence in everything you do. Have a mobile wallet or money transfer background. Are an excellent listener who makes other people feel heard. Can also teach others to communicate effectively. Have a sense of responsibility and can take the initiative. Have Team spirit…