Financial Services Operations Partner

wavemm1; Madhya Pradesh; On-site; INR 151,000 - 218,000; Full time

Benefits offered by this job

Health insurance

Parental leave

Childcare support

Gym subsidies

Airtime reimbursement

Free meals

Job summary

Wave in Senegal is seeking an exceptional Operations lead to own our Financial Services products' day-to-day performance. You will connect Customer Services, Finance, Biz Dev, Product, and Risk to ensure partners and customers receive reliable service and revenue is accurately tracked.

You will drive operational excellence, triage issues, monitor SLAs, manage partner relationships, and expand knowledge of merchant cash advances, insurance, and lending.

Responsibilities

• Partner relationship management - serves as the operational point of contact for partners: manage day to day coordination, triage new feature requests, and ensure partners do what they are committed to.
• Issue triage and escalation - be the point of escalation for issues needing triage. Resolve directly where you can, identify the internal team that can resolve where you can't, or flag to the partner via pre-established processes. Track and elevate frequent issues so recurring problems get a structural solution, not a repeated patch.
• SLA monitoring - monitor SLAs as agreed with partners and report where performance is off-track so issues can be raised with partners.
• Payments, invoicing & revenue reconciliation - monitor and validate partner payments and invoicing (e.g. invoicing partners, paying out profit shares, confirming partner banks funds their account). Align with Finance to ensure revenue share is correct and the numbers reconcile.
• Secondary responsibilities: General project management support for launching new products and partners in the financial services portfolio.

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

You’ll be the single point of ownership that keeps Wave's Financial Services products running smoothly for customers, partners, and internal teams. As we launch new products with external partners, the day-to-day operational work currently sits scattered across multiple teams and things fall through the cracks. You’ll be the one who connects everything: one smart, hungry, diligent, and highly organized person who can see the whole picture and make sure nothing gets dropped.

Through a customer-first and partner savvy mindset, you'll build quality relationships across Customer Services, Finance, Biz Dev, Product, Risk, and our external partners, and bring the specialist knowledge that non-standard products like merchant lending and insurance demand.

On a day to day, you will champion operational excellence across our Financial Services portfolio, making sure products operate effectively for customers, partners deliver on what they committed to, and the business captures the revenue it has earned.

Your Financial Services Ops priorities include:

• You will coordinate operational financial services tasks in the market and across teams to ensure products operate effectively for customers and with partners.
• Act as the connective tissue across the teams that touch each product, so issues are owned end to end rather than handed around.
• Bring and grow specialist knowledge of non standard products (merchant cash advance, insurance, lending etc.)
• Move beyond case by case firefighting to spot patterns, recognizing when many customers share one issue that needs a structural fix.
• Use data to surface risks early, particularly on lending products, flagging customers for collections or merchants for engagement before problems grow.

Responsibilities include, but are not limited to:

In-scope products: Support the Financial Services Product range, including; Merchant Cash Advances, Insurances, and products including consumer lending and savings.

• Partner relationship management - serves as the operational point of contact for partners: manage day to day coordination, triage new feature requests, and ensure partners do what they are committed to.
• Issue triage and escalation - be the point of escalation for issues needing triage. Resolve directly where you can, identify the internal team that can resolve where you can't, or flag to the partner via pre-established processes. Track and elevate frequent issues so recurring problems get a structural solution, not a repeated patch.
• SLA monitoring - monitor SLAs as agreed with partners and report where performance is off-track so issues can be raised with partners.
• Payments, invoicing & revenue reconciliation - monitor and validate partner payments and invoicing (e.g. invoicing partners, paying out profit shares, confirming partner banks funds their account). Align with Finance to ensure revenue share is correct and the numbers reconcile.

Secondary responsibilities:

• General project management support for launching new products and partners in the financial services portfolio.

Key details

Location: You'll work from our office in Senegal and may travel to field locations.

Work authorization in Senegal required.

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 pay 100% of your health care insurance premium cost for yourself and your dependents.
• We support working parents - we offer generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized childcare when you return to work.
• We help you live your fullest life now! We subsidize gym memberships, fitness classes, and workout equipment.
• Airtime reimbursement.
• Free food and a beautiful office space.

Requirements

Demonstrated experience in operations, ideally in financial services, fintech, payments, or a partner facing an operatio