Head Of Operation And Agent Network
About Zaincash
ZainCash Iraq is a leading mobile wallet in Iraq and recognized as Forbes top fintech company of 2023 and 2024 as well as GSMA’s best mobile innovation supporting humanitarian situations. The company offers a range of consumer and business services including local and international money transfer, bill payments, companion payment cards, payroll, aid disbursement, and more.
Responsibilities:
1) Operational management
Lead daily operations of the agent operations and VAS teams.
Ensure proper execution of SOPs, processes, and policies across the department.
Assign priorities and balance workload between the two teams based on business urgency.
2) Performance monitoring and KPI management
Establish, track, and analyze KPIs related to agent productivity, liquidity, VAS usage, and service quality.
Prepare weekly and monthly dashboards and insights for senior management.
Identify performance gaps and implement corrective actions.
3) People leadership
Mentor, coach, and develop team members to improve skills, efficiency, and ownership.
Manage workload distribution, performance reviews, target setting, and capability building.
Maintain a high-performance, disciplined, accountable culture.
4) Process and quality improvement
Identify operational pain points and drive continuous improvement initiatives.
Standardize best practices, documentation, and training materials.
Support digitalization initiatives that simplify operational flows (e.g., VAS activation, task automation).
5) Cross-functional coordination
Work closely with IT, risk, compliance, product, and business to support service enhancements and new rollouts.
Ensure smooth market readiness for new VAS features and agent operational changes.
6) Stakeholder management
Manage escalations from agents and internal stakeholders with structured root-cause resolution.
Communicate updates clearly and ensure field teams understand new policies and commissions.
Requirements
Bachelor's degree.
Minimum 5 years of experience in operations, sales operations, channel management, or fintech service management.
Minimum 2 years of experience in leading teams or managing supervisors.
Experience in digital payments, e-wallet services, banking services, or fintech is strongly preferred.
Familiarity with performance dashboards, reporting tools, and KPI frameworks.
Strong knowledge of agent network structures, commission models, and field operations execution.
Expert in SQL, Microsoft, and Google functions.
Language: Arabic – fluent, English – good level (written and verbal).