Field Operations Supervisor

2 weeks ago

Cairo, Cairo, Egypt Kiwe Full time

Company Description

Kiwe is a fast-growing digital payments company backed by EFG Hermes and ValU, building Egypt's first social payments app designed for a new generation.
We empower young generations to manage money smarter through prepaid cards, peer-to-peer payments, cash-in/cash-out services, and financial literacy tools.

About the Role

We're looking for an Operations Lead to oversee and optimize our on-ground and field operations across multiple booths nationwide. This role ensures smooth booth performance, flawless KYC onboarding, strong customer experience, and operational efficiency.

The ideal candidate thrives in fast-moving environments, manages multiple moving parts with discipline, and uses data to make decisions. You'll manage the full on-ground setup, from inventory control to booth performance dashboards, ensuring every user interaction reflects Kiwe's builder mindset.

Key Responsibilities

  • Lead and manage
    on-ground field operations
    for Kiwe booths and activation sites across Egypt (Cairo, Alexandria, and other key cities).
  • Oversee
    booth setup, staffing, and daily performance
    , ensuring operational readiness and strong customer engagement.
  • Supervise
    ushers and field promoters
    , monitor attendance, productivity, and service quality at each booth.
  • Ensure smooth
    customer onboarding, KYC verification, and card activation
    processes aligned with compliance standards.
  • Handle
    booth logistics,
    including card stock, tablets, printers, and consumables.
  • Coordinate with internal teams to
    resolve field issues
    (equipment, network, or system downtime) quickly and efficiently.
  • Maintain
    inventory control
    and request replenishments proactively to avoid stockouts.
  • Build and maintain
    Excel and Google Sheets dashboards
    to analyze booth KPIs, conversion rates, and field performance trends.
  • Develop and enforce
    Standard Operating Procedures (SOPs)
    for all field operations and booth management.
  • Train, coach, and evaluate on-ground staff to maintain high standards of customer service and operational discipline.
  • Collaborate closely with the
    Operations Manager and cross-functional teams
    (Product, Customer Support, Finance) to enhance field efficiency and user experience.
  • Conduct
    regular site visits and performance reviews
    , ensuring brand consistency and operational excellence across all booths.

Qualifications

  • 3–5 years of experience in
    field operations, on-ground activations, or booth management
    ideally within
    fintech, telecom, or FMCG
    industries.
  • Proven record in
    managing distributed field teams
    and ensuring on-site operational excellence.
  • Strong understanding of
    customer onboarding and KYC processes
    , preferably in financial or payment services.
  • Hands-on experience with
    booth logistics, inventory control, and supply chain coordination
    (cards, tablets, printers, consumables).
  • Proficient in
    Excel and Google Sheets
    , capable of building performance dashboards and tracking KPIs.
  • Strong leadership, communication, and problem-solving skills; able to handle escalations calmly and efficiently.
  • Familiar with
    operational playbooks, SOP implementation, and real-time performance monitoring
    .
  • Flexible to travel and conduct frequent site visits across Cairo and other governorates.
  • Bachelor's degree in
    Business, Operations, Supply Chain, or a related field
    preferred.

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