Agent Operations & VAS Manager

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.

•       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)