Agent Operations - Supervisor

The Agents Operations Supervisor is responsible for overseeing the entire agent operations lifecycle, ensuring efficiency, compliance, and performance. Key responsibilities include:

• Team Leadership & Management: Directly manage a team of Operations Officers, assigning tasks, monitoring performance, conducting reviews, and ensuring adherence to SLAs and quality standards.

• Operational Process Oversight: Supervise and validate all critical operational processes, including commissions, agent onboarding/termination/lock, dormant agent management.

• Performance Monitoring & Reporting: Maintain and validate the KPI dashboards and other master dashboards to monitor team productivity and agent network performance. Report key metrics to management.

• Policy & Procedure Compliance: Ensure all team activities strictly follow company policies, Central Bank of Iraq (CBI) regulations, and anti-money laundering (AML) standards. Act as a key Checker in critical ZC agent related processes.

• Stakeholder Coordination: Serve as the primary point of contact for other departments (Finance, Business Support, Revenue Assurance, Compliance, Legal) and external partners (Banks, External Partners) for operational matters.

• Issue Resolution & Escalation: Handle complex agent and operational issues escalated by the team, troubleshoot system and process discrepancies, and implement corrective actions.

• Continuous Improvement: Continuously review and optimize operational processes, tools, and documentation to enhance accuracy, efficiency, and scalability.

Education & Qualifications:

Bachelor's degree

Industry Experience:

• Prior experience (At least 2 years) in Operations, Procurement, Logistics on Fintech, telecommunications, ISP or banking fields.

Years of Experience:

• A minimum of 1 year in a direct supervisory or operations team leadership role.

Technical Skills & Tools:

• Mid proficiency in SQL (e.g., MySQL) for data extraction and reporting from databases and Data Analysis.

Language Proficiency:

• English: Read/Write
• Arabic: Native