Agent Operations

5 days ago

Baghdad, Baghdad, Iraq ZainCash Full time 90,000 - 120,000 per year

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

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)

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