Chief Operating Officer

The Chief Operating Officer will be responsible for leading the day-to-day operations of the mobile network operator, ensuring that the business delivers reliable network performance, strong commercial growth, operational efficiency and an excellent customer experience.About the RoleThe COO will translate the company’s strategic objectives into executable operational plans and will oversee the coordination of network, technology, commercial operations, customer experience, distribution, digital services, programme delivery and operational support functions. This is a senior executive leadership role requiring significant experience within an African mobile network operator or a comparable emerging-market telecommunications business.ResponsibilitiesBusiness and Operational LeadershipLead the company’s overall operational strategy and execution across all business functions.Translate the Board and CEO’s strategic priorities into clear operational plans, targets and measurable outcomes.Ensure effective coordination between commercial, technology, network, customer service, distribution, finance and regulatory teams.Establish a high-performance operating culture focused on accountability, execution, customer service and continuous improvement.Provide the CEO and Board with regular updates on operational performance, key risks and strategic initiatives.Network and Technology OperationsOversee the performance, availability, resilience and quality of the mobile network.Work closely with the CTO and technical leadership team to ensure network capacity, coverage and quality meet business and customer requirements.Lead operational readiness for network expansion, technology upgrades and new service launches.Ensure the business maintains appropriate disaster recovery, business continuity and cybersecurity arrangements.Drive improvements in network availability, dropped-call rates, data speeds, service quality and customer connectivity.Monitor network-related capital expenditure and ensure that investments deliver measurable commercial and operational returns.Commercial OperationsSupport the delivery of subscriber, revenue, EBITDA and market-share targets.Ensure effective execution of commercial plans across retail, enterprise, wholesale, digital and mobile financial services channels.Strengthen the performance of the company’s retail, dealer, agent and distribution networks.Improve customer acquisition, activation, recharge, retention and revenue-generation processes.Ensure that product launches, promotions and pricing initiatives are operationally viable and executed effectively.Work with the Chief Commercial Officer to improve ARPU, customer lifetime value and profitability.Customer ExperienceLead the development and delivery of a market-leading customer experience strategy.Ensure consistent service standards across retail stores, contact centres, digital channels and customer support operations.Monitor and improve customer satisfaction, Net Promoter Score, complaint resolution and service-level performance.Identify and eliminate operational issues that negatively affect customers.Embed customer-centric decision-making throughout the organisation.Sales, Distribution and Market OperationsOversee the operational effectiveness of direct and indirect sales channels.Ensure adequate product availability, SIM distribution, recharge accessibility and device availability across the market.Strengthen dealer, distributor and agent governance, productivity and compliance.Improve regional and local market execution, particularly in underserved and rural areas.Develop scalable operational models to support expansion into new regions and customer segments.Digital and Mobile Financial ServicesSupport the growth and operational delivery of digital products, self-service channels and mobile applications.Oversee the operational readiness and scalability of mobile money and financial services platforms, where applicable.Ensure strong coordination between technology, product, compliance, risk and commercial teams.Improve digital adoption, transaction volumes and customer engagement.Support the development of new digital revenue streams and partnerships.Cost Management and Operational EfficiencyLead cost-optimisation and business-efficiency programmes across the organisation.Review operating structures, processes, supplier arrangements and service-delivery models.Improve productivity and simplify processes through automation, digitisation and operational redesign.Ensure strong budgetary control across all operational functions.Identify opportunities to reduce network, distribution, customer-service and support costs without compromising service quality.Monitor operational expenditure and capital expenditure against approved budgets.Programme and Project DeliveryOversee the delivery of major transformation, technology, network and commercial projects.Establish robust programme governance, reporting and accountability.Ensure that projects are delivered on time, within budget and in line with agreed business outcomes.Resolve cross-functional issues that may delay implementation.Lead operational integration following acquisitions, partnerships or market expansion.Regulatory, Risk and ComplianceEnsure operational compliance with telecommunications licences, quality-of-service obligations and regulatory requirements.Work closely with legal, regulatory and compliance teams to maintain effective relationships with government and regulatory authorities.Ensure appropriate operational controls are in place to manage fraud, revenue leakage, data protection and service continuity risks.Support regulatory submissions, audits and licence-renewal requirements.Maintain high standards of corporate governance, ethics and accountability.People LeadershipLead, develop and motivate a senior operational leadership team.Establish clear performance objectives and accountability across all operational functions.Build local leadership capability and succession plans.Promote collaboration between headquarters, regional operations and functional teams.Create an inclusive, performance-driven culture aligned with the company’s values.Ensure the organisation has the skills and operating capacity required to support future