Head of Operations

Absolutely. For Burundi, I’d make this a proper MNO operational leadership role, not a generic COO-type spec. French should be mandatory, alongside hands-on mobile operator experience.Head of Operations – Mobile Network Operator (MNO)Location: Bujumbura, BurundiReporting to: Chief Executive Officer / Managing DirectorLanguage: Fluent French mandatory; strong English requiredRole PurposeThe Head of Operations will lead the day-to-day operational performance of a national Mobile Network Operator in Burundi, ensuring reliable service delivery, strong customer experience, efficient operational execution and achievement of commercial and financial targets.The role requires a senior telecom professional with substantial MNO experience, ideally gained across African or other emerging markets, who understands how the operational components of a mobile operator work together — network, customer operations, distribution, service delivery, vendors, technology, field operations and operational cost management.This is a hands-on leadership position requiring someone comfortable operating in a fast-moving environment and working closely with the CEO and functional heads.Key ResponsibilitiesOperational Leadership & StrategyOwn overall operational performance of the MNO and translate Group/CEO strategy into executable operating plans.Establish operational KPIs, SLAs and performance dashboards across the business.Drive operational discipline, accountability and continuous improvement.Identify operational bottlenecks and implement practical solutions quickly.Lead major transformation and efficiency programmes.Network & Service OperationsWork closely with the CTO/Network leadership to ensure network availability, quality and resilience.Monitor network KPIs including availability, congestion, outages, service quality and customer-impacting incidents.Ensure effective coordination across RAN, Core, Transmission, IT/BSS/OSS and field operations.Oversee operational readiness for network expansion, upgrades and new service launches.Drive effective incident, problem and escalation management.Customer & Commercial OperationsEnsure operational delivery supports subscriber acquisition, retention, ARPU and customer experience objectives.Work closely with Sales, Marketing, CVM and Customer Care.Improve customer journeys across retail, call centre and digital/self-care channels.Ensure operational readiness for prepaid, postpaid, data, mobile money and digital services, where applicable.Monitor customer complaints and recurring service issues and drive root-cause resolution.Distribution & Field OperationsSupport efficient national distribution and retail operations.Ensure appropriate operational processes across dealers, distributors, retail outlets and regional operations.Improve SIM availability, activation processes and service delivery.Support expansion into underserved areas while maintaining appropriate operational controls.Vendor & Partner ManagementManage operational relationships with major technology, managed-service and infrastructure partners.Establish and monitor vendor SLAs and performance.Challenge poor performance and drive corrective actions.Support contract negotiations and ensure vendors deliver against commercial and operational commitments.Cost & Operational EfficiencyOwn operational cost optimisation initiatives.Work with Finance to manage OPEX budgets and forecasts.Identify opportunities to reduce network, field, vendor and service-delivery costs without damaging customer experience.Drive automation and process simplification across operations.Governance & RegulatoryEnsure operational compliance with Burundi telecom regulations and Group policies.Work with Regulatory, Legal, Finance and Technology teams on compliance requirements.Maintain robust business continuity, disaster recovery and operational risk processes.People LeadershipLead and develop a high-performing multi-functional operations organisation.Establish clear accountability and succession plans.Develop local management capability while bringing international MNO operating standards into the business.