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.
