Agent Operations - Supervisor

The Agent Operations Supervisor is responsible for overseeing the daily operations of Zaincash agents, ensuring they comply with company policies and Central Bank of Iraq regulations. This role includes managing agent onboarding, handling complaints, providing support to agents, and ensuring high-quality service delivery across all agent activities. The supervisor will also coordinate with field teams and supervise subordinates to maintain efficient and compliant operations.

• Agent Onboarding & Training:
• Supervise the onboarding process of new agents, ensuring compliance with legal and operational requirements.
• Coordinate and deliver training sessions on Zaincash services and compliance.
• Complaint Management:
• Oversee customer complaints against agents, maintaining a master sheet of complaints and tracking resolutions.
• Analyze complaint trends and implement corrective actions.
• Agent Performance & Support:
• Oversee daily operations of agents, monitor transactions, and analyze performance.
• Provide support for agent bank accounts and operational issues and supervise the distribution of marketing materials.
• Field Team Coordination:
• Coordinate agent visits with the field team, including compliance checks, training, and new agent acquisitions.
• Validate and approve field visit reports.
• Data Management & Reporting:
• Maintain accurate records of agent activities, including onboarding, complaints, and performance.
• Generate reports on agent operations and propose solutions for improvement.
• Supervision of Subordinates:
• Oversee and support the work of Agent Operations Officers
• Provide guidance, training, and create a collaborative work environment.