Head of Operations & Agent Network

About the role

We are looking for a senior leader to head the Operations and Agent Network function for ZainCash, Iraq’s leading mobile wallet. The role will drive daily operational excellence, oversee agent and value‑added‑service (VAS) teams, and ensure seamless delivery of fintech services to consumers and businesses.

Key responsibilities

• Lead daily operations of the Agent Operations and VAS teams, enforcing SOPs, processes and policies.
• Define, track and analyse KPIs related to agent productivity, liquidity, VAS usage and service quality; prepare regular dashboards for senior management.
• Mentor, coach and develop team members, manage workload distribution, conduct performance reviews and set targets.
• Identify operational pain points, drive continuous improvement, standardise best practices and support digitalisation initiatives such as VAS activation and task automation.
• Collaborate with IT, Risk, Compliance, Product and Business units to support service enhancements, new roll‑outs and market readiness.
• Handle escalations from agents and internal stakeholders, communicate policy updates and commission changes clearly.

Required profile

• Bachelor’s degree.
• Minimum 5 years experience in operations, sales operations, channel management or fintech service management.
• At least 2 years of experience leading teams or supervising staff.
• Background in digital payments, e‑wallet services, banking or fintech is strongly preferred.
• Fluent Arabic and good written and spoken English.

Required skills

• Expertise in SQL.
• Proficiency with Microsoft Office applications.
• Proficiency with Google Workspace (Sheets, Docs, etc.).