Chief Operating Officer (COO)

Job Description

A growing service-focused organisation is seeking an experienced Chief Operating Officer (COO) to oversee end-to-end operations and service delivery across multiple sectors. This role is central to translating service-level agreements into daily execution, building scalable operational systems, and ensuring compliant, high-quality interactions between consumers and partner organisations. The ideal candidate is execution-driven, process-oriented, and capable of leading operational teams in a regulated environment.

Key Responsibilities

• Design, implement, and optimise consumer liaison, complaints handling, and dispute-resolution workflows.
• Oversee CRM and ticketing systems, including escalation frameworks and SLA adherence.
• Supervise Consumer Liaison Officers and enforce consistent service delivery standards.
• Manage client onboarding processes, operational readiness, and ongoing service delivery.
• Ensure compliance with NDPR, confidentiality standards, and consumer protection regulations.
• Monitor, analyse, and report operational KPIs such as resolution time, backlog, and SLA performance.
• Drive process automation, operational efficiency, and scalable growth initiatives.

Requirements

• Minimum of 5–8+ years’ experience in operations, customer experience, consulting, or regulated service environments.
• Strong background in process design, service delivery optimisation, and team leadership.
• Experience in banking, fintech, telecommunications, healthcare, utilities, or B2B services is an added advantage.
• Demonstrated startup or scale-up experience with a hands-on, execution-focused approach.
• Excellent communication, stakeholder management, and problem-solving skills.