Fintech · Operations & data · 9 min

When the agent has no cash

You are head of operations at Jox, a fast-growing mobile money app in West Africa.

Jox took off: low fees, a clean app. But on the ground, a customer walks to an agent to withdraw 50,000 FCFA and hears: “No cash, come back tomorrow.” They come back once. Not twice.

You have data on every transaction, a team of motorbike riders, and a CEO who says: “Fix it before the end of the quarter.”