Chief Operating Officer

Activities of the Company in accordance with policies, goals and objectives established by the Chief Executive Officer (CEO) and Board of Directors. The Company has in excess of 650 employees and aims to grow to 1 300 employees in the next four years.

The COO leads and directs the following functions: sales operations, BPO operations, training, compliance, campaign management, planning, QA and verification, facilities (including health & safety) and supports the CEO with oversight over information technology.

The COO assists the CEO in the development of organisation policies and goals that cover operations, performance, and growth of the functions mentioned above. The COO also assists the CEO on all strategic and tactical matters as they relate to budget management, cost benefit analysis and forecasting needs.

The COO will be expected to contribute in fostering a culture of innovation and continuous improvement within the operations.

The COO will be required to create a collaborative and cohesive work environment across different departments.

The COO will also play an integral role as part of the Group Exco, Group Management Committee and the IT Steering Committee.

RESPONSIBILITIES & DUTIES
The responsibilities of the Chief Operating Officer are not exhaustive and may change from time-to-time as decided by Management.

- Directs internal operations to achieve budgeted results and other financial and operational criteria.
- Participates in the development and preparation of short-term and long-term plans and budgets based upon broad organisation goals and objectives.
- Participate with the Business Development and Client Services team to provide inputs into tenders, proposals and client feedback sessions.
- Directs the development and implementation of procedures and controls, to promote communication and adequate information flow, and thereby solidify management control and direction of the Company.
- Develops and implement operating policies consistent with the Board of Directors' broad policies and objectives and ensures their adequate execution.
- Appraises and evaluates the results of overall operations regularly and reports these results to the CEO and Board of Directors.
- Ensures that all activities and operations are in compliance with all relevant laws and regulations and in particular the activities governed by the Financial Services Board (FSB).
- Develops and maintains a sound plan of organisation and establishes policies to ensure adequate management development and to provide for capable management succession for those functions responsible for.
- Be the custodian of information in the group and oversee all reporting and development of reporting.
- Develops and manages the Risks and Risk Management process in the group.
- Oversees and manages all Facilities functions on the group, including Occupational Health and Safety, building maintenance and management, space and capacity planning etc.

3. KNOWLEDGE, SKILLS AND ABILITIES
- Relevant post graduate qualification.
- At least five (5) years commercial experience in the financial services industry.
- At least five (5) years’ experience in a business process outsourcing (BPO) business, which must have included international BPO clients.
- Strong background in sales is essential.
- Needs to be highly numerate and analytical.