(BPO Financial Services) Chief Operating Officer

This Chief Operating Officer (COO) directs, administers and coordinates the internal 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.

This COO will:

• Lead and direct the following functions: sales operations, BPO operations, training, compliance, campaign management, planning, QA and verification, facilities (including health & safety) and support the CEO with oversight over information technology.
• Assist the CEO in the development of organisation policies and goals that cover operations, performance, and growth of the functions mentioned above.
• Assist the CEO on all strategic and tactical matters as they relate to budget management, cost benefit analysis and forecasting needs.
• Contribute to fostering a culture of innovation and continuous improvement within the operations.
• Create a collaborative and cohesive work environment across different departments.
• Play an integral role as part of the Group Exco, Group Management Committee and the IT Steering Committee.

Key Responsibilities:

• The responsibilities of the Chief Operating Officer are not exhaustive and may change from time-to-time as decided by Management.
• Direct internal operations to achieve budgeted results and other financial and operational criteria.
• Participate 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.
• Direct 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.
• Develop and implement operating policies consistent with the Board of Directors' broad policies and objectives and ensure their adequate execution.
• Appraise and evaluate the results of overall operations regularly and report these results to the CEO and Board of Directors.
• Ensure that all activities and operations are in compliance with all relevant laws and regulations, particularly those governed by the Financial Services Board (FSB).
• Develop and maintain a sound plan of organisation and establish 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.
• Develop and manage the Risks and Risk Management process in the group.
• Oversee and manage all Facilities functions in the group, including Occupational Health and Safety, building maintenance and management, space and capacity planning, etc.

Required:

• 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.
• Highly numerate and analytical.
• Demonstrates leadership and team-building skills for effectively managing a diverse workforce.
• Strong preference for candidates from mid-sized companies, as opposed to large corporates.

Experienced executive salary range.