About The Role

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

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.

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.

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.

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).

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.

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