Head of Operations

Welcometo Your Next Adventure !

Weareseekinganexperiencedanddynamic Headof Operationstojoin Walletii Iraqandleadtheday -to-dayoperationalactivitiesofthefintechbusiness.

Reportingdirectlytothe Country Head ,theHeadof

Operationswillberesponsibleforensuringefficient,controlled,andseamlessoperationalprocessesacrosscustomeronboarding,KYCactivation,transactionoperations,reconciliation,settlementwiththirdparties,andmerchantonboardingfollowingthelaunchofmerchantservices.

Therolewillplayapivotalroleinmaintainingthefinancialintegrity,operational efficiency,regulatoryadherence,andservicequalityof

Walletii

Iraqasthebusinessscales.

Operations Strategy and Governance

• Developandimplementtheoperationsstrategy,roadmapandoperatingmodelinlinewith
  
  Waletii’sbusinessplans.
• Establishoperationalpolicies,procedures,service levels,controlsandescalationmechanisms.
• Ensureprocessesarescalable,standardized,measurableandincreasinglyautomated.
• Supportproductlaunches,customerjourneydesignandpartnerintegrationsfromanoperationalperspective.

Customer Service and Onboarding

• Leadcustomerserviceoperationsacrossallsupportedchannels.
• Defineservicestandards,complaint-handling processes,qualitycontrolsandescalationpaths.
• Overseecustomer,businessandmerchantonboarding,includingKYC/KYBverification,activationandexceptionmanagement.
• Monitorservicelevels,turnaround times,approvalrates,backlogsandcustomerexperienceindicators.

Merchantand Business Operations

• Manageoperationalprocessesformerchantservices,corporateonboarding,salarydisbursement,bulkpaymentsandotherB2
  
  Bservices.
• Ensuremerchantsandbusinesscustomersareonboarded,activatedandsupportedefficiently.
• Coordinate with Commercial,Product,Technology,Riskand Compliancetoensureoperationalreadinessfornewservices.

Partner and Vendor Operations

• Manageoperationalrelationshipswithbanks,paymentprocessors,gateways,billers,cardprovidersandtechnologypartners.
• Defineservice-level agreements,responsibilities,performancemeasuresandincident-management processes.
• Monitorpartnerperformance,service quality,costsandoperationalrisks,andleadcorrectiveactionswhererequired

Operational Excellence and Controls

• Driveprocessimprovement,automation,productivityandoperationaldiscipline.
• Establishoperationaldashboards,performancereviewsandmanagementreporting.
• Leadroot-causeanalysisandcorrectiveactionsforincidentsandrecurringoperationalfailures.
• Ensurebusinesscontinuity,operationalresilienceandcrisis-responsereadiness.

People Leadership

• Build,leadanddevelophigh-performingoperationsteams.
• Establishclearresponsibilities,objectivesandperformancestandards.
• Manageworkforcecapacityinlinewithtransactionvolumes,servicerequirementsandgrowthplans.
• Promoteacultureofcustomerfocus,accountability,collaboration,integrityandcontinuousimprovement.

• Bachelor’sdegreein
  
  Business
  
  Administration,Finance,Economics,Engineering,Information Systemsorarelateddiscipline.
• Minimum
  10yearsofprogressiveexperienceinoperations,includingaminimumof5yearsinaseniorleadershiprolewithinfintech,banking,payments,digitalfinancialservices,telecomfinancialservicesoranotherregulatedindustry.
• Demonstratedexperiencedesigning,launching,scalingortransformingoperationalfunctionsinacomplexandfast-moving environment.
• Strongpracticalknowledgeofcustomeroperations,financial operations,reconciliation,settlement,KYC/KYBoperations,fraudoperations,merchantoperationsandthird-party management.
• Experienceleadingmultidisciplinaryteamsandworkingeffectivelyacross Product,Technology,Finance,Risk,Compliance and Commercialfunctions.
• Excellentcommunicationandorganizationalskills.
• Abilitytoworkindependentlyandaspartofateam.
• Fluencyin English and Arabic .Kurdishisaplus.

At Ooredoo Fintech ,you’llhavetheopportunityto:

Workacrossmarkets—collaboratewithdiverseteamsandcustomers.

Buildwhat’snext—contributetoinnovative

Fintechanddigitalsolutions.

Makeanimpact —seeyourideasturnintorealbusinessoutcomes.