Head of Operations 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. For more information, please visit www.zaincash.iq.

Responsibilities:

1) Operational Management

• Lead daily operations of the Agent Operations & 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 & KPI Management

• Establish, track and analyze KPIs related to agent productivity, liquidity, VAS usage and service quality.

• Prepare weekly/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 & 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).

6) 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.

7) Stakeholder Management

• Manage escalations from agents and internal stakeholders with structured root-cause resolution.

• Communicate updates clearly and ensure field teams understand new policies & 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