Chief Operating Officer

Job Overview

ROLE: Chief Operating Officer

LOCATION: Tanzania (Dar es Salaam)

MILVIK (BIMA) is one of the fastest-growing impact and tech companies in the world. We use disruptive mobile technology to bring insurance and health services to consumers with low incomes. BIMA is committed to disrupting the traditional insurance industry and democratizing access to vital services for billions of under-served families around the globe.

Joining BIMA at this stage provides an opportunity for you to truly influence the strategy of a global, growing business. We are a vibrant company where ideas and passion are welcomed, and you get real responsibility from day one.

Our people are our greatest asset and, as an equal opportunities employer encourage applicants from diverse backgrounds to work with us

BIMA, where innovation, diversity and respect are at the heart of our culture.

THE ROLE

• The purpose of the Operations department is to drive Milvik growth through ensuring customer intake and retention as per company budget and delivering BIMA customer promises
• The COO is responsible for overseeing overall sales operations in call center and in the field, through building a strong sales culture among the team to meet budget targets.
• The COO will also be responsible to operational leadership of the business including ensuring efficient and productive operations of service department.
• This role involves direct supervision of Service and Sales Managers and their teams, contributing to the overall company strategy, and ensuring adherence to ethical practices.

RESPONSIBILITIES (ROLE SPECIFIC)

Management of Service Operations

• Develop and implement customer centric service operations strategy and ensure the same is implemented timely.
• Oversee customer service team and ensure customer complaints are handled with acceptable timelines.

Sales Strategy and Operations:

• Develop and implement comprehensive sales strategies to achieve organizational goals.
• Oversee sales operations, ensuring alignment with customer-centric principles and company promises.
• Manage and optimize lead generation and conversion processes.
• Design and implement win-back strategies and processes.
• Contribute to product development and sales strategies, including upselling and bundling.
• Ensure the implementation of a customer-centric sales framework

Team Leadership and Development:

• Lead, motivate, and manage the performance of the entire sales and service team.
• Implement the BIMA Leadership Academy to enhance the leadership skills of sales and service operations.
• Conduct regular performance reviews and feedback sessions.
• Identify training needs and provide necessary support to address weaknesses.
• Foster a strong team culture through team-building activities and motivational techniques.

Performance Management:

• Analyze each team performance data to identify trends and areas for improvement.
• Ensure ethical practices and adherence to the Milvik serious misrepresentations policy.
• Implement a performance management system in collaboration with HR.

Revenue Generation:

• Drive sales growth through new customer acquisition and retention of existing customers.
• Ensure the sales and service team meets or exceeds monthly, quarterly, and annual targets.

Reporting and Escalation:

• Prepare and present various performance reports and analyses.
• Escalate technical challenges and other issues to the appropriate departments.
• Ensure compliance with company policies and zero tolerance on serious misrepresentations and underperformance.

Call Center Management:

• Oversee the recruitment, training, and performance of call center staff.
• Implement robust systems to manage attendance, timekeeping, and talk-time.
• Ensure the call center environment supports high performance and positive culture.

Technical Platforms:

• Quickly report any technical issues to the Tech Manager.
• Provide MSISDN samples and scenarios to the technical team for troubleshooting.
• Apply the Milvik equipment management framework effectively.

THE CANDIDATE

Qualifications

• Bachelor’s degree in business, Marketing, IT, Economics or related field.

Expertise and Experience

• 8+ years’ experience in sales; Excellent sales techniques and ability to think strategically about customer acquisition and retention
• Share our passion and intrinsic motivation to deliver our organization purpose and culture
• Customer obsessed to deliver BIMA customer promises
• 4+ years of leadership track record in managing a team
• Experience of working in the telecommunication will be an added advantage
• Optimist and self-driven
• Irreproachable professional integrity
• Excellent communication, interpersonal, conflict resolution and management skills
• Working knowledge of Excel

Language

• Written and Spoken English
• Swahili

How to Apply

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