The document describes the responsibilities of a Chief Operating Officer role. The COO oversees multiple call centers, ensures compliance with goals and policies, develops corporate operating policies, manages operational practices and procedures, determines the strategic information management framework, manages resources to provide efficient IT services, manages the customer relationship strategy, leads the customer services function to meet standards and resolve customer issues, develops high performing teams, and manages a large budget and team while developing customer experience strategies.

1. • Direct the operations of multiple call centres in different locations and with
significantly diverse market segments(fix and mobile). Oversees operating
systems.
• Responsible for all operations in compliance with goals, policies and objectives
established by the Chief Operating Officer and Managing Director and
administers all aspects of an organisation's operations or subsidiary operations
through subordinates. Develops corporate policies that encompass all or some
areas of the organisation's operations and operating model.
• Responsible for operational practices and procedures of the organisation.
Coordinates the day-to-day workflow in and out of the organisation to meet
schedules and staffing.
• Responsible for the overall management of the function that determines the
strategic information management framework (business process management,
information and knowledge management) direction to support the business and
efficiently receive, transfer, process, and analyse information and business
processes with the organisation and along the value chain. Creates a framework
that sets and manages clear and realistic expectations of what information and
communication technology and operating model can offer in terms of the
organisation's value chain for the delivery of products and services and delivery
mechanisms. Responsible for the interpretation of the business strategy into the
integrated business process, technology, information and operating models to
deliver a superior customer experience and service. Develops the operating
model, process, technology, information and applications.
• Responsible for the overall management and control of resources to provide an
efficient and cost-effective information systems delivery service to the business
within a large, possibly multinational, organisation. Services include: service
level management, capacity management, continuity management, availability
management configuration management, incident management, problem
management, change management, service/help desk, and release management.
The negotiation and execution of service level agreements, and the dynamic
planning, scheduling, measurement and control of operational facilities to
provide the agreed levels of service.
• Responsible for the overall management of the function responsible for devising,
implementing, managing and controlling the customer relationship management
strategy within the organisation. Negotiates and executes operating and service
level agreements. Devises a framework that provides a formalized customer and
service level management process between the business and downstream
business units in the organisation. Enables the alignment between IT services
and the related business requirements.
• Responsible to manage the customer services function according to agreed
standards and ensures that high service levels are maintained. Identifies and
addresses customer needs by providing a wide variety of services. Resolves
customer problems either through direct personal action or referral to
alternative resources. Ensure customer KPI’s are met by delivering a
transformed customer experience and operational excellence. To develop a high
performing leadership team and drive leadership within the different divisions.
• Manage a team of around 400 people with 5 direct reports
• Manage an Opex and Capex budget to the value of +- R300 Million.

2. • Develop and implement the strategy for customer service and experience for
mobile services and fix line services.