Agent Operations - Supervisor at ZainCash

Baghdad, Baghdad Governorate, Iraq -

Full Time

Start Date

Immediate

Expiry Date

17 Jan, 26

Salary

0.0

Posted On

19 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Operational Process Oversight, Performance Monitoring, Policy Compliance, Stakeholder Coordination, Issue Resolution, Continuous Improvement, SQL, Data Analysis, English, Arabic

Industry

Financial Services

Description

The Agents Operations Supervisor is responsible for overseeing the entire agent operations lifecycle, ensuring efficiency, compliance, and performance. Key responsibilities include: Team Leadership & Management: Directly manage a team of Operations Officers, assigning tasks, monitoring performance, conducting reviews, and ensuring adherence to SLAs and quality standards. Operational Process Oversight: Supervise and validate all critical operational processes, including commissions, agent onboarding/termination/lock, dormant agent management. Performance Monitoring & Reporting: Maintain and validate the KPI dashboards and other master dashboards to monitor team productivity and agent network performance. Report key metrics to management. Policy & Procedure Compliance: Ensure all team activities strictly follow company policies, Central Bank of Iraq (CBI) regulations, and anti-money laundering (AML) standards. Act as a key Checker in critical ZC agent related processes. Stakeholder Coordination: Serve as the primary point of contact for other departments (Finance, Business Support, Revenue Assurance, Compliance, Legal) and external partners (Banks, External Partners) for operational matters. Issue Resolution & Escalation: Handle complex agent and operational issues escalated by the team, troubleshoot system and process discrepancies, and implement corrective actions. Continuous Improvement: Continuously review and optimize operational processes, tools, and documentation to enhance accuracy, efficiency, and scalability. Education & Qualifications: Bachelor's degree Industry Experience: Prior experience (At least 2 years) in Operations, Procurement, Logistics on Fintech, telecommunications, ISP or banking fields. Years of Experience: A minimum of 1 year in a direct supervisory or operations team leadership role. Technical Skills & Tools: Mid proficiency in SQL (e.g., MySQL) for data extraction and reporting from databases and Data Analysis. Language Proficiency: English: Read/Write Arabic: Native

Responsibilities

The Agents Operations Supervisor oversees the entire agent operations lifecycle, ensuring efficiency, compliance, and performance. Key responsibilities include managing a team, supervising operational processes, and reporting on performance metrics.