Chief Customer Operations Officer (Chief COPs) ( Internal/External)

Interpret Safaricom Ethiopia's customer operations strategy into consistent execution across assisted, physical, and operational service channels, including call centers, retail, M-PESA, back-office fulfilment, and Enterprise Business. Establish an integrated operating model, service standards, and governance framework to improve first-contact resolution, turnaround time, digital adoption, and cost-to-serve. Lead customer operations transformation through data, technology, automation, and process excellence while owning executive-level service performance, customer recovery, and cross-functional resolution. Build a high-performing, customer-obsessed team across all sub-functions and report directly to the Chief Executive Officer.