Head of Operations

About the role

Walletii Iraq is seeking an experienced Head of Operations to lead and optimise all operational processes, including customer onboarding, KYC activation, reconciliation, settlement and merchant onboarding. Reporting to the Country Head, the role will ensure operational efficiency and financial health as the company expands its digital wallet services.

Key responsibilities

• Develop and implement the operations strategy, roadmap and operating model aligned with business plans.
• Lead customer service operations, define service standards, manage complaint handling and oversee onboarding processes.
• Manage merchant and business operations, including corporate onboarding, salary disbursement and bulk payments.
• Oversee partner and vendor relationships, define SLAs, monitor performance and manage incident response.
• Drive operational excellence through process improvement, automation, dashboards and business continuity planning.
• Build and lead high‑performing operations teams, set objectives and promote a culture of accountability.

Required profile

• Bachelor’s degree in Business Administration, Finance, Economics, Engineering, Information Systems or related field.
• At least 10 years of progressive operations experience, with minimum 5 years in senior leadership within fintech, banking or regulated financial services.
• Proven experience designing, launching and scaling operational functions in fast‑moving environments.
• Strong knowledge of KYC/KYB, reconciliation, settlement, fraud and merchant operations.
• Excellent communication, organizational skills and fluency in English and Arabic (Kurdish a plus).