How you'll help us achieve it

Wave is now the largest financial institution in Senegal, with over 7 million users. And we're still in the early days of our product roadmap and potential impact on people's everyday lives.

Are you detail-oriented, customer-centric, and thrive in a fast-paced, impact-driven environment? If so, this role is for you!

We are hiring a Corporate Account Supervisor who will support the Gambia's corporate strategy and ensure the growth and success of operational activities.You will manage relationships with our corporate clients, ensure smooth account operations, and drive client satisfaction.

In this role, you'll;

• Support Corporate Strategy and Quarterly Objectives: Align your daily activities and initiatives with the overarching corporate strategy and quarterly objectives. Review progress regularly and make adjustments as necessary to stay on track.
• Support Growing Operational Activities: Actively contribute to the expansion and improvement of operational activities, identifying opportunities for efficiency gains and implementing scalable solutions to support growth.
• Ensure High-Quality Customer Support: Advocate for customers' needs and provide exceptional support to partners and end-users, resolving issues related to product usage, refunds, settlements, and other daily requests promptly and effectively.
• Encourage Upsells and Cross-Sells: Identify opportunities to increase customer lifetime value by promoting additional products or services that align with their needs and objectives, thereby maximizing revenue potential.
• Manage Renewals and Reactivations: Proactively follow up on renewals and reactivation efforts for churned or inactive accounts, focusing on building loyalty and creating repeat customers through personalized engagement strategies.
• Contribute to Innovative Solutions: Collaborate with internal teams to identify and address priority areas, contributing to developing innovative solutions to meet Wave's payments liquidity needs nationwide.
• Analyze Client Performance: Conduct a thorough analysis of client performance, identifying trends and areas for improvement and taking proactive measures to ensure a high standard of service and sustainable growth.
• Handle Administrative Tasks and Reporting: Efficiently manage administrative tasks such as data input, report drafting, document organization, and daily activity notes to ensure smooth operations and accurate record-keeping.
• Manage Compliance: Monitor the inflow and backlog of compliance documents and contracts, ensuring timely processing and adherence to regulatory requirements.
• Collaborate with Risk & Fraud Departments: Work closely with Risk & Fraud departments to minimize fraud cases and security threats, safeguard the interests of payment customers, and maintain trust in the platform.
• Be Flexible in Work Hours: If required, be prepared to work flexible hours, including weekends, evenings, and holidays, to accommodate the business's needs and ensure timely resolution of customer issues and support requests.
• Execute Necessary Tasks: Be proactive in executing any other necessary tasks related to the area's daily routine, demonstrating adaptability and a willingness to take on new challenges as they arise.

Key details

• The location is based primarily in Kotu, with possible travel up-country.
• Work authorization in The Gambia is required.
• This is a permanent position.
• Our salaries are competitive and calculated using a transparent formula.
• 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

• A Bachelor's degree in Business, Marketing, Finance, or a related field.
• 3+ years of experience in account management or related roles.
• Proven track record of managing client accounts successfully.
• Proven track record in delivering a great customer experience.
• Relevant experience in operations, sales, support, or distribution.

You might be a good fit if you

• Demonstrate Excellent communication and interpersonal skills.
• Have strong proficiency in Microsoft Office Suite and CRM software.
• Have strong organizational and multitasking abilities.
• Are able to work under pressure and meet tight deadlines.
• Adjust quickly to changing conditions and any environment.
• Demonstrate tenacity and a willingness to go the distance to get something done.
• Able to work independently and as part of a team.
• Are excessively detail-oriented and seek to achieve excellence in everything you do.
• Develop strong ability to build and maintain strong client relationships.
• Have excellent presentation and negotiation skills.
• Demonstrate tenacity and a willingness to go the distance to get something done.
• Ability to conduct duties discreetly and impartially.