How you'll help us achieve it

Expanding our merchant network and caring for our existing businesses are very important to us. Therefore, we are looking for a Merchant Opening Territory lead passionate about driving business growth and enhancing merchant satisfaction. Reporting to the Merchant Opening Regional Lead, you will oversee the deployment of merchant products and effectively lead a merchant opening team within a specified zone. Your day-to-day activities will involve detailed planning, rigorous coordination, and the implementation of best practices in merchant onboarding and support.

In this role, you'll;  

• Supervise a team of field-based merchant openers.
• Support the merchant strategy in specific locations in The Gambia and ensure activities align with quarterly objectives to grow our operations.
• Train, manage, and assist merchant openers daily.
• Follow up on individual performance and assist with the preparation of team reports.
• Assist with the onboarding of specific big partners.
• Do a follow-up on all the inbound from the support team in a specific location.
• Provide feedback from existing merchants or prospects about their needs, problems, or technical issues encountered in the field with the merchant product.
• Assist and provide feedback from daily openings and BTL activities in specific locations.

Key details

• Location: This is a field role. You will be based in Kotu and may travel to other field locations across the country as needed. 
• Work authorization in The Gambia.
• 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 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

• 3+ years of relevant work experience specifically managing a network in Gambia, including at least 1 year managing field-based teams (+50 persons). 
• Fluent in English.
• Good knowledge of local languages is a must. 
• Must have worked and overseen merchant network activities in Gambia. 

You might be a good fit if you

• Communicate effectively and often, both in writing and in person, to the point of over-communication.
• Are detail-oriented and strive for excellence in everything you do.
• Are a self-starter and proactive about achieving ambitious targets.
• Enjoy owning projects - you're autonomous yet know when to escalate problems.
• Have built and led strong teams in achieving key results.
• Are intellectually curious, creative in the way you go about tackling problems, and embrace failure as a means to spark innovation and growth.
• Willing to go the distance to get something done.
• Adjust quickly to changing priorities and conditions.
• Think about culture and process from the user's perspective.
• Are tech-savvy: comfortable navigating Excel and onboarding to new tools.

How you'll help us achieve it

As a Partner Operations Representative, your role in our integration team is crucial for incorporating bill pay functionalities into our user-facing apps, ensuring seamless payment experiences for customers, agents, and businesses. 

You'll play a pivotal role in maintaining the reliability of these features, ensuring sufficient funding for our business accounts, and nurturing partnerships with collaborators. 

We seek a proactive individual in The Gambia who embodies resourcefulness, determination, tenacity, diligence, and a results-driven mindset.

In this role, you'll;

• Manage operationally escalated cases by Support Teams.
• Interpret user information effectively.
• Analyze and interpret periscope charts.
• Provide operational support and streamline the management of payment tickets.
• Forecast and follow up on collections.
• Communicate clearly with users regarding issues, claims, and outages.
• Escalate cases, claims, and outages to partners when necessary.
• Maintain clear communication with the support team and the rest of the product team.
• Effectively multitask and juggle multiple priorities.
• Maintain organized records and communicate effectively via Slack.
• Communicate requirements to the engineering team without needing intervention from the product manager.

Key details

• You'll work from our office in Kotu
• 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

• University degree in IT, finance, or a related discipline is required.
• 2+ years of experience in a comparable position (Customer Service, Back Office).
• Basic technical knowledge & sense of prioritization.
• Highly organized, independent, and self-motivated.
• Fluency in English and local languages.

You might be a good fit if you

• Are passionate about resolving challenges for our valued customers - you thrive on customer-focused solutions.
• Have experience in banking, financial institutions, or telecommunications.
• Are committed to achieving excellence across all endeavors.
• Have a background in mobile wallets or money transfers.
• Possess exceptional listening skills, ensuring others feel understood and valued.
• Demonstrate a strong sense of accountability and initiative.
• Are a collaborative team player with excellent organizational skills.
• Can comprehend and articulate effectively user needs to leadership and the broader product team.
• Are self-directed and capable of thriving under pressure, taking ownership of tasks and processes.
• Have Proficiency in SQL is advantageous, though not mandatory.

How you'll help us achieve it

We are seeking a Strategic People Partner who combines curiosity, strategic thinking, and hands-on HR delivery. This Partner will help us shape our people's experience, talent initiatives, and ultimately own an org/s as a trusted People Partner.

You’ll partner across teams to strengthen how we grow, support, and develop Wavers. Your work will touch key areas such as: performance coaching, development, talent management, organizational design and employee experience, while also supporting talent programs.

In this role, you'll;

• Support Organizational Design & Effectiveness

  • Partner with business leads to assess and evolve team structures that enable collaboration and effectiveness.
  • Facilitate organization health reviews, using people analytics to identify strengths, gaps, and growth opportunities.
  • Support managers on change management, team design, and culture alignment as their orgs scale.
  • Contribute to cross-functional projects that enhance employee experience, performance, and engagement.

  Learning & Development Collaborations

  • Partner with the L&D team and business leads to identify development needs and learning priorities across functions.
  • Support individual development planning and ensure learning insights are embedded into performance and career frameworks.
  • Track participation, to inform continuous improvement of learning initiatives.

  Talent Management & Growth

  • Partner with leaders to map career paths and growth frameworks across their teams.
  • Support performance review cycles, calibrations, and feedback conversations that drive meaningful development.
  • Build visibility into succession planning, and emerging talent across Wave.
  • Collaborate with the Talent team, to ensure a consistent strong pipeline of talent during hiring processes.

  Grow our Talent & Development Programs

  • Manage Wave’s internship and Support rotation programs: canvassing roles, coordinating interviews, onboarding, and successful integration.
  • Partner with leads to identify high-performing participants for continued development and full-time conversion opportunities.

  Strengthen Employer Branding 

  • Collaborate with Marketing and Comms to capture authentic stories that reflect Wave’s culture and employee experiences.
  • Contribute to content for social channels, events, and recruiting campaigns showcasing Wave as a great place to grow.

Key details

• Location: You'll work from our office in Abidjan and may travel to field locations.
• Work authorization in Côte d'Ivoire. 
• 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

• 5-8 years of experience in Recruiting, Learning & Development, Talent management, or HRBP in a high-growth environment
• A degree in Business Administration, Human Resources, or equivalent.
• French and English proficiency. 
• Demonstrated background in talent and leadership management, as well as a proven ability to attract and retain outstanding talent and motivate high-performing teams.
• Hands-on operational experience in managing employee relations. 
• Ability to work with a variety of organizational leaders, to build consensus around HR strategy and tactics.
• Excellent negotiation and conflict resolution skills in dealing with sensitive employee issues and managing cultural differences.

You might be a good fit if you

• Are strategically minded but operationally hands-on. You can design frameworks and also execute them.
• Have strong coaching, facilitation, and communication skills, with a passion for helping others grow.
• Are analytical and data-informed, using insights to guide decisions and measure impact.
• Excel at building relationships and trust, partnering across multiple levels and cultures.
• Are curious, proactive, and adaptable; you thrive in a fast-moving, mission-driven environment.

How you'll help us achieve it

As a People Partner - Support, you'll assist Wave's call center team in The Gambia through strategic, operational, and thoughtful execution of people team deliverables. Through an employee-first mindset, you will build quality relationships with stakeholders. You will work collaboratively with the country's Support Team and People Teams to execute and align specific team strategies with the company's objectives.
On a daily basis, you will, on behalf of Wave's people team, help and accelerate a culture of excellence where people feel engaged and inspired to deliver phenomenal business results.

In this role, you'll;

• Work closely with the Support department to coordinate an HR strategy that aligns with the team's OKRs. This may involve identifying where the department or people team needs to develop or reassign talent or change management and reporting lines.
• Identify opportunities to improve organizational effectiveness through structure reorganization, employee engagement, and retention with Group/Team Leads. 
• Collaborate with the Support Leads to ensure follow-up on performance management workflow implementation. This includes regular feedback, ensuring 1:1s happen, coaching, and career growth conversations. It may also involve helping leads set OKRs, tracking progress, conducting performance evaluations, and following up on PIPs.
• Conduct regular audits of employee sick time records to ensure proper documentation and adherence to company policies.
• Manage and track employee tenure changes for BHR (Benefit and Health Review), ensuring timely updates and compliance with company policy.
• Update employee-level changes, ensuring they are accurately reflected in HR systems and employee records.
• Manage employee work accommodation requests and collaborate with local doctors or medical professionals to assess and facilitate appropriate workplace adjustments.
• Coordinate the creation and delivery of explanation letters for employees as required.
• Track adherence to HR policies and targets, ensuring key HR metrics are met, including attendance, compliance, and process timelines.
• Work with the Support Group Leads and teams to address recurring absenteeism and offer solutions to improve attendance rates.
• Help with employee recruitment, onboarding, resignations, terminations, and contract completions, including conducting exit interviews and ensuring proper documentation.
• Audit overtime submissions to ensure compliance with company policies and local labour laws.
• Perform other HR-related tasks as required and work closely with the HR team to support day-to-day operations and HR initiatives.
• Create a positive work environment and foster employee engagement through employee recognition and reward programs, team-building activities, and career development conversations. You will be responsible for implementing retention strategies to reduce employee turnover in the department.
• Build positive relationships with the team members and create an environment of trust and high impact.

Key details

• Location: You'll work from our office in Kotu.
• 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.
• We help you live your fullest life now- we subsidize gym memberships and fitness classes.
• Airtime reimbursement.
• Free food and a beautiful office space.

Requirements

• A degree in HR, Labor Law, or a related field.
• Fluency in English. 
• Minimum of 5 years of experience in HR management, Recruitment, and Employee Experience.
• Good experience in various HR functional areas, especially organisational development and discipline.

You might be a good fit if you

• Demonstrate analytical thinking, problem-solving, and decision-making abilities. For example, you could be the think tank of your organization and develop innovative solutions to all people-related issues.
• Have solid interpersonal and communication skills, both verbal and written - you write well and keep detailed notes.
• Demonstrate credibility and integrity in your communications to ensure that feedback and information flow upwards and downwards—you must be compelling and earn people's trust.
• Have the ability to listen, re-adapt, re-iterate, and understand the needs of employees.
• Are flexible and can manage multiple, complex issues and can prioritize projects.
• Can collaborate and build cohesion with other people and team members. You come from a "We" first approach rather than an "I" mindset.

How you'll help us achieve it

As Support Group lead, you will manage and lead a team of customer support representatives. You will set goals and targets for your team, monitor team performance, and ensure that the team provides excellent customer service and addresses customer issues promptly and efficiently. 

In this role, you'll: 

• Manage the customer support day-to-day functions of your team.
• Respond and escalate customer support issues.
• Implement customer support processes to enhance customer satisfaction.
• Formulate and revise customer support policies and promote their implementation.
• Inform the team of all new information related to products, procedures, and trends.
• Assess support statistics and prepare detailed reports on the findings.
• Delivering performance evaluations and following the disciplinary process according to company policy.
• Have 1-on-1s every month with the customer support representatives assigned to you.
• Report relevant information to support team leads to ensure the service functions effectively.
• Assess Support representatives monthly.
• Listen to phone calls and improve quality.

Key details

• Location: Kotu, The Gambia
• Work authorisation 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 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 and fitness classes.
• Airtime reimbursement.
• Free food and a beautiful office space.

Requirements

• Fluency in English and local languages.
• At least one year of experience as a customer support representative (call center, customer service).
• One year of experience as a Customer Service Manager.
• Ability to work flexible hours.

You might be a good fit if you

• Demonstrate tenacity and a willingness to go the distance to get something done: work flexible hours.
• Can think strategically and lead.
• Are comfortable defaulting to over-communication and overreaching in coordination.
• Are excessively detail-oriented and seek to achieve excellence in everything you do.
• Are client-oriented and have strong interpersonal skills.
• Are a diplomatic speaker.
• Have a teamwork spirit.
• Are available every day of the week, including weekends, if necessary.
• You have significant experience managing a large team of Support Representatives.

How you'll help us achieve it

We are going through an extremely exciting period of growth in the Customer Support team. We are looking for a Support Quality & Training Officer to join our thrilling journey ahead. Someone who is bordering on obsession about offering a world-class customer experience and who puts our customers at the heart of everything they do.

In this role, you'll: 

• Develop customer support training materials like digital presentations, manuals, and instructional videos.
• Monitor, evaluate and score inbound calls against established quality assurance instruments and standards.
• Prepare procedures and policies regarding sales techniques and the appropriate support representatives' conduct.
• Ensures the customer Support Representatives adhere to predetermined quality assurance standards and the business’s standard operating procedures.
• Schedule and conduct training sessions on various customer support topics to prepare and support new employees.
• Train experienced employees on new or updated customer support procedures to improve performance.
• Observe the daily operations of the customer support employees and identify any areas of improvement.
• Liaise with team leaders and managers to conduct on-the-job coaching.
• Measure the effectiveness of training sessions and prepare individual or team progress reports.
• Ensure employees keep up their productivity and maintain high levels of customer satisfaction.
• Use a quality monitoring data management system to compile and track performance at the team and individual levels.
•  Provide verbal and written feedback delivery to support representatives monthly and as appropriate.

Key details

• Location: The Gambia.
• Contract type: Permanent.
• Work authorization in The Gambia is 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 offer generous health insurance 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 child care when you return to work.
• We help you live your fullest life now! We subsidize gym memberships and fitness classes.
• Airtime reimbursement.
• Free food and a beautiful office space.

Requirements

• Fluency in local languages and English.
• At least 1 year of experience as a Customer Support Representative.
• 1 year of experience as a Quality and/ or Training Officer.
• Proficiency with computers, Google Docs, and performance management software.
• Strong knowledge of customer service processes.
• Strong abilities to monitor and conduct training.

You might be a good fit if you

• You can discern priority tasks.
• Demonstrate tenacity and a willingness to go the distance to get something done.
• Are comfortable defaulting to over-communication and overreaching when it comes to coordination.
• Are excessively detail-oriented and seek to achieve excellence in everything you do.
• Are client-oriented and have strong interpersonal skills.
• Have a strong ability to schedule training sessions via Zoom or Google Meet tools.
• Are a diplomatic speaker.
• Have a teamwork spirit.
• Are available every day of the week, including weekends, if necessary.
• You have significant experience training large teams.

How you'll help us achieve it

Are you driven, detail-oriented, discreet, and great at fostering relationships? An incredible opportunity awaits you to join Wave's expanding talent team and contribute significantly to our mission as we go through a fascinating growth period.

Based in The Gambia, you will be responsible for mass/high-volume recruitment in our Support team, including coordinating recruitment days and medical checkups, and onboarding and integrating new employees.

In this role, you'll: 

• Manage end-to-end Support hiring processes (sourcing, screening, interviewing).
• Coordinate recruitment events and medical evaluations.
• Cultivate talent pools and ensure exceptional candidate experiences.
• Collaborate with various departments for seamless onboarding.
• Champion Wave's culture, values, and practices

Requirements

• Fluent in English and Wolof.
• A degree in HR, Business Administration, Communication, or equivalent. 
• HR background and experience building effective partnerships and taking ownership of the entire recruitment cycle (sourcing, interviewing, hiring) would be an advantage.

Key details

• Location: You'll work from our office in The Gambia.
• 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 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 and fitness classes.
• Airtime reimbursement.
• Free food and a beautiful office space

You might be a good fit if you

• Are a can-doer and thrive on executing objectives.
• Exceptionally organised and pays close attention to detail.
• Communicate effectively and often, both in writing and in person, to the point of over-communication.
• Are incredibly adaptable and experienced in fast-paced environments.
• Enjoy networking and meeting new people, and thrive at building new relationships.
• Dive into new challenges and enjoy identifying creative solutions - hiring for every role at Wave is unique!
• Are incredibly curious about how pieces fit together and use this learning to build optimal solutions.
• Adept at independently navigating complex relationships.
• Are tech-savvy and enjoy automating processes.

LEAP Program Description

Global Solutions Ventures (GSV) – a joint-venture partnership between ZemiTek, LLC and Dexis Consulting Group – is implementing the Long-term Exceptional Technical Assistance Project (LEAP Global), a mechanism originally used by USAID to battle against infectious diseases such as malaria, HIV/AIDS, tuberculosis, neglected tropical diseases, and pandemic influenza. As of July 1, 2025, LEAP Global transitioned to the U.S. Department of State (DOS). This initiative aims to address the complex human resource challenges faced by national infectious disease programs in the USA-supported countries.

The intervention of this project is to hire and embed technical expert advisors and subject matter experts within government entities. By directly embedding the technical expertise within the national programs, LEAP provides long-term, sustainable lifesaving support to empower host governments to lead and manage key aspects of their infectious disease portfolios and improve coordination between the U.S. Government and the host country.

About the Position

The Senior Malaria Advisor will support the National Malaria Control Program in carrying out life-saving humanitarian assistance (LHA) service delivery in full alignment with the new Presidential Executive Order (EO) directives. The primary focus of the Advisor will be technical leadership to ensure the successful implementation of cost-effective, lifesaving direct service delivery for malaria prevention and treatment.

The Malaria Technical Advisor will provide technical expertise to the National Malaria Control Program (NMCP) and the Ministry of Health (MOH) in the design, planning, and management of national programs/projects/activities as well as in the development of policies, integrating best practices in malaria control. The position holder will identify programmatic bottlenecks and facilitate solutions through coordinated technical expertise, in support of The Gambia's development objectives.

The technical advisor provides strategic and operational support to the national malaria control program, contributing to smooth operations by ensuring coordination of activities, capacity building of teams, and integration of innovations. They possess proven expertise in digital transformation preferably, mastery of health information systems, logistics management and health product supply chain, ensuring real-time monitoring and tracking of health products and malaria control inputs. The Senior technical advisor supports the NMCP in establishing a digital platform for managing malaria control commodities to strengthen end-to-end visibility. The Technical Advisor will be based at the NMCP within the MOH.

Responsibilities

Technical Leadership

• Provide expert malaria technical guidance to advance planning and implementation of malaria control interventions.
• Support the development of national malaria program strategies and work plans.
• Support the design, planning, and implementation of malaria prevention and control activities in accordance with the NMCP and U.S. government strategy. This includes but is not limited to vector control, case management at facility and community levels, seasonal malaria chemoprevention, support for malaria vaccine implementation, malaria in pregnancy, supply chain management, as well as monitoring and surveillance to ensure accountability and measure progress.
• Support the establishment of an effective and transparent digital platform for managing and monitoring routine LLIN distribution at all levels of the health pyramid.
• Provide, with local partners, technical and managerial expertise to health districts and communities to strengthen institutional capacities.
• Stay informed of current developments and successful interventions through regular engagement with malaria experts (national and international) and NMCP officials, to integrate proven strategies and interventions into national programming.

Management of Program/Activity Implementation

• Ensure that U.S. government resources are optimized to achieve sustainable malaria results, in accordance with U.S. government laws, regulations, policies, and procedures to ensure effectiveness and efficiency and avoid fraud, waste and abuse.
• Provide technical support to Department of State implementing partners and managerial support if necessary, during planning, design, and implementation phases to ensure quality interventions and achievement of programmatic objectives.
• Make recommendations for strategic or operational changes based on program performance analysis.
• Contribute to comprehensive management, from procurement to last-mile distribution of medicines, RDTs, and LLINs.
• Optimize logistics systems to ensure continuous availability of commodities, reduce stockouts and expiration risks, and ensure traceability of all commodities at all levels of the health pyramid.
• Contribute to the development and updating of logistics standard operating procedures (SOPs).
• Participate in quantification meetings to inform antimalarial product needs that will guide donor purchases. Resolve bottlenecks in the input ordering and delivery process.
• Provide practical expert advice to help the MSHP, NMCP, and other partners monitor commodities with particular emphasis on LLINs, and outcomes, and report on the overall program impact.
• As needed, work with the NMCP and other partners to develop and maintain a monitoring and evaluation plan to be implemented through existing MSHP systems and U.S. government-supported mechanisms. Conduct monitoring and evaluation visits at service delivery points to ensure that all quantitative and qualitative data are properly collected, and that program quality and added value are maintained.

Coordination of Malaria Control Partners

• Ensure that malaria-related activities are integrated across all health activities supported by the U.S. Department of State and coordinate them with the NMCP and ministry of health to avoid duplication and programmatic gaps.
• Coordinate with other partners and support efforts to fill gaps in malaria control service delivery and strengthen technical and managerial capacities within the NMCP at national, district, and local levels.
• Participate in and contribute to malaria related service delivery meetings hosted by the NMP and others.

Communications:

• Regularly organize conference calls with the NMCP, partners, the U.S. Embassy, and Washington to review progress, discuss activities, and resolve emerging issues.
• The Malaria Technical Advisor must provide information and be available for calls/meetings with the U.S. Embassy, as needed.

REPORTING:

The Senior Advisor will submit a detailed monthly report validated by the NMCP coordinator to the U.S. Department of State, no later than the 5th of the following month. Additionally, he/she will submit a weekly progress report including a short paragraph on the week's main advances. The report format may be adjusted. All reports provided to the U.S. Department of State by the Advisor must be validated by the NMCP Coordinator before submission. Transmission will be by email in electronic version, copying the NMCP Coordinator.

Qualifications

• Master's degree or local equivalent from an accredited program in Public Health, International Development, Social or Behavioral Sciences, Epidemiology, Biology, Infectious Diseases, Medicine, Pharmacy, or Immunization.
• Experience in digital systems
• Minimum of 7 years of experience in public health, with a strong focus on malaria, preferably in a similar context.
• Prior experience with bilateral or multilateral donors such as the World Bank, Global Fund, U.S. government, or public sector projects at the national level, ensuring compliance with U.S. government rules and regulations.
• Demonstrated ability to review, analyze, and advise on all aspects of malaria control programming at national, regional, and district levels.
• Current knowledge of ongoing and emerging malaria-related issues, such as epidemiology, international policy, evidence development and malaria control strategies, new drugs and diagnostics.
• Experience working with key stakeholders in malaria control programming, preferably national actors and international donors.
• Ability to manage a complex portfolio of laboratory network strengthening.
• Excellent interpersonal skills and ability to work in a multicultural environment.
• Excellent written and oral communication skills in English and report writing.
• Good command of computer tools and Microsoft Office programs.
• Excellent organizational, planning, negotiation, and problem-solving skills.
• Experience with public health programs funded by the U.S. Government.
• Proven expertise in logistics management and supply chain and management of routine LLINs, medicines, and other malaria control products.
• Expertise in health information systems management