Operations Officer

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:

• Agent Lifecycle Management: Support the end-to-end process for agents, including reviewing new agent applications, onboarding, daily performance monitoring, and managing account terminations or violations.
• Data Management & Reporting: Use spreadsheets to extract, update, and validate agent related information.
• Agent Support & Issue Resolution: Serve as a primary support contact for agent inquiries and issues received via the agent app, field teams, or other channels. Raise problems related to wallets, transactions, and Agent app.
• Compliance & Quality Assurance: Ensure agents adhere to company policies by validating government licenses, signages, and transaction behavior. Execute processes for temporary or permanent locks based on violations or dormancy.
• Coordination & Communication: Act as a liaison between the field team, other internal departments (like Finance and Compliance), and our agents to facilitate communication, distribute marketing materials, and resolve operational hurdles.

Education & Qualifications:

Bachelor's degree

Industry Experience:

• Operations, Logistics or Procurement for at least 1 year.

Years of Experience:

• 1 year in any operational or administrative roles (Fintech sector is preferred).

Technical Skills & Tools:

• CRM/Ticketing systems for complaints & inquiries (e.g., Zendesk)
• Google Workspace Suite (Docs, Drive, Sheets, Slides, Forms)

Language Proficiency:

• English: Read/Write
• Arabic: Native