Description
JOB SUMMARY
The Chief Operating Officer (COO) is responsible for leading and optimizing the day-to-day operations of the organization to ensure efficiency, scalability, and sustainable growth. The COO drives operational excellence, business performance, and strategic execution across multiple functions and business units.
As a key member of the executive leadership team, the COO partners closely with the CEO and senior stakeholders to develop and execute the company’s strategic objectives, improve operational effectiveness, and foster a high-performance culture.
KEY STAKEHOLDERS
Internal:
Operations, Shared Services, Finance, Human Resources, Information Technology, Quality Assurance, Administration, and other business support functions.
External:
Business partners, vendors, service providers, and key stakeholders.
REQUIRED QUALIFICATIONS
• Bachelor's Degree in Business Administration, Management, Finance, Accountancy, Engineering, Information Technology, or a related field
• Postgraduate qualification (MBA or equivalent) preferred
• Minimum 10 years of leadership experience in operations, business management, shared services, technology, professional services, BPO, or related industries
• At least 5 years in a senior executive leadership role (COO, CEO, SVP, VP, Director, or equivalent)
• Demonstrated experience leading operational transformation, business optimization, and organizational growth
• Strong financial, commercial, and business acumen
• Experience developing operational KPIs, performance metrics, and reporting frameworks
• Excellent leadership, stakeholder management, communication, and change management skills
• Strong analytical and problem-solving capabilities
• Proven ability to lead cross-functional teams and drive execution
• Strategic thinker with a hands-on approach to operational leadership
KEY RESPONSIBILITIES
- Lead and oversee the day-to-day operations of the organization and its business units.
- Partner with the CEO and executive leadership team to develop and execute strategic and operational plans.
- Drive operational excellence, process improvement, and productivity initiatives across the organization.
- Ensure operational and financial targets are achieved through effective planning and performance management.
- Establish and monitor key performance indicators to measure business effectiveness and operational success.
- Develop and implement policies, systems, and processes that support organizational growth and scalability.
- Build strong relationships with internal and external stakeholders to support business objectives.
- Collaborate with leadership teams to identify risks, opportunities, and continuous improvement initiatives.
- Prepare and present operational performance reports to executive leadership on a regular basis.
- Foster a culture of accountability, collaboration, innovation, and high performance.
- Lead organizational change initiatives and ensure alignment across departments.
- Support talent development, succession planning, and employee engagement initiatives.
- Ensure effective communication and collaboration across all business functions.
- Maintain governance, compliance, and operational risk management standards.
- Perform other executive leadership responsibilities as required by the CEO.
SUCCESS PROFILE
The successful candidate will be a commercially minded operational leader with a proven ability to scale businesses, improve performance, build high-performing teams, and execute strategic initiatives. They will possess strong leadership capabilities, a data-driven mindset, and the ability to drive results in a dynamic and fast-paced environment.