About the company:
Walletii is an innovative and dynamic start-up Fintech Company. Walletii Iraq is building more than a fintech business, it is helping accelerate Iraq’s shift toward a stronger digital economy through a state-of-the-art mobile wallet solution focused on financial inclusion, digital payments, and long-term market impact.
Job Details:
Company: Walletii
Job Title: Head of Operation
Job Location: Baghdad, Iraq
Eligibility: Please note that this role is exclusively open to Iraqi Nationals.
We are seeking an experienced and dynamic Head of Operations at walletii Iraq, will be responsible for overseeing and managing the operational processes, with a focus on ensuring seamless customer onboarding, KYC activation, reconciliation, settlement with third parties, and merchant onboarding operations once launched. Reporting directly to the Country Head, will play a pivotal role in maintaining the financial health and operational efficiency of walletii Iraq.
Key Responsibilities:
1. Operations Strategy and Governance
- Develop and implement the operations strategy, roadmap and operating model in line with Waletii’s business plans.
- Establish operational policies, procedures, service levels, controls and escalation mechanisms.
- Ensure processes are scalable, standardized, measurable and increasingly automated.
- Support product launches, customer journey design and partner integrations from an operational perspective.
2. Customer Service and Onboarding
- Lead customer service operations across all supported channels.
- Define service standards, complaint-handling processes, quality controls and escalation paths.
- Oversee customer, business and merchant onboarding, including KYC/KYB verification, activation and exception management.
- Monitor service levels, turnaround times, approval rates, backlogs and customer experience indicators.
3. Merchant and Business Operations
- Manage operational processes for merchant services, corporate onboarding, salary disbursement, bulk payments and other B2B services.
- Ensure merchants and business customers are onboarded, activated and supported efficiently.
- Coordinate with Commercial, Product, Technology, Risk and Compliance to ensure operational readiness for new services.
4. Partner and Vendor Operations
- Manage operational relationships with banks, payment processors, gateways, billers, card providers and technology partners.
- Define service-level agreements, responsibilities, performance measures and incident-management processes.
- Monitor partner performance, service quality, costs and operational risks, and lead corrective actions where required
5. Operational Excellence and Controls
- Drive process improvement, automation, productivity and operational discipline.
- Establish operational dashboards, performance reviews and management reporting.
- Lead root-cause analysis and corrective actions for incidents and recurring operational failures.
- Ensure business continuity, operational resilience and crisis-response readiness.
6. People Leadership
- Build, lead and develop high-performing operations teams.
- Establish clear responsibilities, objectives and performance standards.
- Manage workforce capacity in line with transaction volumes, service requirements and growth plans.
- Promote a culture of customer focus, accountability, collaboration, integrity and continuous improvement.
Education & Qualifications:
- Bachelor’s degree in Business Administration, Finance, Economics, Engineering, Information Systems or a related discipline.
- At least 10 years of progressive experience in operations, including a minimum of 5 years in a senior leadership role within fintech, banking, payments, digital financial services, telecom financial services or another regulated industry.
- Demonstrated experience designing, launching, scaling or transforming operational functions in a complex and fast-moving environment.
- Strong practical knowledge of customer operations, financial operations, reconciliation, settlement, KYC/KYB operations, fraud operations, merchant operations and third-party management.
- Experience leading multidisciplinary teams and working effectively across Product, Technology, Finance, Risk, Compliance and Commercial functions.
- Excellent communication and organizational skills.
- Ability to work independently and as part of a team.
- Fluency in English and Arabic. Kurdish is a plus.
