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• The role is responsible for ensuring the organization’s adherence to all relevant regulatory, contractual, and internal governance requirements. This role involves interpreting complex regulations, developing and implementing control frameworks, managing compliance risks. The Lead will also manage the User Assessment testing team and contribute to the overall governance structure of the SA&C function, ensuring robust compliance oversight and effective risk mitigation.
• Expectations of the role is to provide tactical oversight and pragmatic management on compliance, guidance and advice to ensure the Organization’s operations, policies, process, standards, and services are conducted in compliance with the Organization’s and Regulator’s expectations. Gear all requirements & obligations in order to boost excellent Customer Experience.
• Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.

Responsibilities

KYC Compliance (end to end service delivery compliance)

• Achieve 100% KYC compliance checks to prevent regulatory sanction and ensure 100% accuracy of auditors’ checks
• Manage the end-to-end Sales Operations Compliance with existing NCC regulations, develop an SOP for monitoring compliance of all sales devices and retailers.
• Drive the Sales, CX & IT teams in ensuring that all required and specified policies and procedures follow various Regulatory requirements.
• Liaise continuously with Regulatory, IT and Sales team on specific requirements and regulations arising under special circumstances.
• Maintain strict discipline and rigor around error tracking, analysis, feedback, knowledge management and training of the KYC compliance checklists.

VAS Governance

• Conduct weekly health checks on top 20 VAS services to drive compliance in conjunction with the VAS team
• Reduce customer complaints by ensuring that VAS/Digital operations comply with Airtel as well as NCC’s defined guidelines and code of practice
• Constantly develop operational plans and lead the monthly VAS governance meeting to enhance customer experience
• Assess identified process gaps and work with all stakeholders in order to ensure closure.
• Oversee the efficient and effective day-to-day operation by the CX and Marketing teams in resolving VAS issues as they arise from Customers and Regulatory body (NCC).
• Maintain strict discipline and rigor around error and vendor misconduct tracking and trend analysis
• Foster effective teamwork between the other CX teams, Marketing team, Sales teams and Regulatory team in identifying potential areas of compliance vulnerability and risk. Develop corrective action plans for resolution of identified issues. Provide general guidance on how to avoid or deal with similar situations in the future

Quality of Service (QoS) KPIs Functionality & Engagement Governance

• Carry out CR first level reviews with business stakeholders before approval by the CR steering committee.
• Carry out User Experience Tests on products & services before they are launched to determine optimal product positioning, creativity, offering to target audience and give feedback on enhancement or defect removal
• Work collaboratively with all the key internal stakeholders which include Corporate Affairs team, Brand team and Marketing teams to ensure that feedback from the market is captured, and the opportunities identified are acted on while ensuring the NPD process operates effectively in line with NCC’s defined KPIs
• Assess the experience of newly launched products with customers through Service Recovery and Complaint Management teams.
• Provide Management with comprehensive report on CX’s NPD activities.
• Carry out business reviews with partners and suggest new ways to improve quality of our products and services and further support in delivering performance as envisioned by the Organization
• Establish process for continuous education and monitoring of same on adherence of the new product communication
• Direct Overview on the Mystery Shopping roles to carry out governance across all Airtel touchpoints and identified retailer types.

Customer Touchpoints (IVR, Call Center, Website) Experience Governance & Knowledge Portal (KE) Management

• Coordinate and monitor compliance activities in some of the touch points (IVR, Call Center & Website) in order to keep NG compliant and avoid being penalized by the Industry Regulator.
• Work with all stakeholders in developing strategic plan to guide towards delivery of excellent customer service at all touchpoints.
• Oversee and ensure the efficient and effective implementation of excellent Service Delivery Processes and Procedures by all the stakeholders to remain competitive in the industry.
• Ensure and maintain instant update of Knowledge portal
• Maintain round the clock access to all staff to promote excellent customer service culture in the organization.
• Mystery Shopping Support for touchpoint engagement.

Regulatory Interpretation & Control Development

• Interpret complex telecom regulations and translate them into actionable internal controls and policies.
• Ensure continuous compliance with regulatory obligations, regulatory directives, and audit requirements across all service domains.
• Support the Head, SA&C in attending to legal teams, regulatory bodies, industry forums, and internal audit. Prepare comprehensive compliance reports to be used for regulators and leadership.
• Develop, maintain, and continuously improves the organization’s compliance library, including policies, procedures, risk registers, and control catalogues. Performs regular risk assessments and internal control testing.
• Tracks and manages remediation plans for all audit and compliance findings, working collaboratively with relevant departments to close identified gaps. Develop compliance heatmaps to highlight and prioritize high-risk areas
• Periodic MD & L&R compliance certification sign-off

Educational Qualifications  

• Bachelor’s degree in law, Business Administration, Finance, or a related field.
• Master’s Degree is an added advantage

Relevant Experience & Functional / Technical Skills 

• Must have proven experience (7+ years) in a compliance, risk management, or internal audit role within the telecommunications or financial services industry, with a strong focus on regulatory adherence
• In-depth knowledge of telecom-specific regulations
• Experience in developing, implementing, and managing compliance frameworks and internal controls.
• Excellent communication, negotiation, and interpersonal skills

• The purpose of the job is to coordinate, control, manage, support and track day-to-day network operations in the Zone to ensure optimal network availability, coverage, maintaining target network KPIs to deliver plus one network quality; providing local network support for both the Sales and Marketing team in the Zones to ensure that network impacting issues are proactively resolved.
• Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.

Responsibilities

Day to day management of all Zonal Network Operations & Maintenance Strategic Partners (SPS) to deliver optimal availability and QoS

• Support the operational interface with both internal and external stakeholders, especially commercial teams, to ensure customer issues are resolved within acceptable KPIs.
• Track the special events calendar with ZBM and marketing functions and ensure best-in-class service delivery during special events within the zone.
• Track zonal network performance across various KPIs and network availability metrics.
• Support periodic audits of all transmission, core, and radio networks, as well as preventive maintenance schedule audits.
• Ensure that special tasks or projects required by HQ Technical are executed within the zone.
• Work closely with the E//MS team to develop processes that prevent or reduce network failures.
• Track and ensure that colo partners deliver on agreed SLAs.
• Ensure SAQ activities are up to date, including rental renewals and lease payments, in collaboration with zonal finance.
• Follow up with various internal functions, managed services (MS) partners, and colo partners on all issues affecting radio network availability, quality, and customer experience.
• Ensure that security and community issues do not delay site closures.
• Advise on and ensure the implementation of preventive measures by MS partners and colo partners to improve network performance.
• Ensure adherence to all applicable regulatory requirements.
• Audit and support zonal spares management to ensure the availability of both critical and non-critical spares in zonal warehouses.
• Analyze network experience by conducting weekly trend analyses of complaint volumes and types.
• Ensure proactive and continuous improvement of customer experience and perception within the zone.
• Ensure power availability for all IBS sites that have not been transferred to the tower company.
• Drive continuous network improvement within the zone by developing improvement plans and following up with relevant network functions.

Prepare and manage the annual Zonal operating plans OPEX (AOPs) for all the active and passive network systems in Airtel Nigeria (Financial)

• Direct the compilation of the annual zonal operating plan for Airtel Nigeria Networks.
• Drive the achievement of annual zonal operating plan targets and all local and group operating expenditure–saving initiatives to ensure optimization of all network investments.
• Ensure key focus on recurring operating expenditure.

Drive end-to-end process documentation and ensure compliance with processes, procedures, and policies for seamless operations across all service providers.

• Establish an SLA measurement framework to ensure all service providers are accurately evaluated, rewarded, and penalized.
• Identify, document, and implement processes, procedures, and policies to continuously improve operational efficiency.
• Ensure all network facilities are maintained in line with global best practices.

Regulatory Compliance

• Ensure all operations and maintenance activities in the zone comply with applicable regulatory requirements.

Partner Management

• Ensure effective processes for managing service providers.
• Ensure zonal service provider requirements are adequately supported by both local and central network teams.

Educational Qualifications  

• Bachelor of Electrical /Electronic Engineering or Telecoms Engineering
• Master’s degree in engineering a plus

Relevant Experience & Functional / Technical Skills

• Minimum of 8 years of varied experience in operation and maintenance in the Telecom industry
• 3-5 years managerial/Supervisory experience in a GSM/mobile company
• Sound knowledge of Mobile Network O&M

Other requirements 

• Analytical and Presentation skills
• Strategic negotiation skills
• Entrepreneurial disposition in decision making and managing resources
• Logical decision-making abilities
• Flexible and dedicated
• Ability to innovate and deliver value to business
• Ability to manage an outsourcing partner to effectively deliver on service level agreements
• Ability to motivate and lead both internal and external partners
• Impeccable integrity and character
• Go-getter
• Communication Skills
•  Cost, process and automation Innovation

Summary:

• The role is responsible for stimulating customer acquisition and sales through brand visibility across the different channels, increasing revenue and reducing churn through effective Know Your Customer (KYC) campaigns and other trade engagements that positively drive brand positioning. Incumbent is primarily responsible for local market brand development and data analytics for his zone to drive insights into brilliant execution on field by Area Sales Managers and Market Developers.
• Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.

Responsibilities

Effectively manage distribution of KYC terminals in assigned zone while also ensuring improvements in count of active terminals and productivity.

• Accountable for KYC kits which are company assets and to ensure these assets are optimized via improvement in % active kits and daily productivity.
• Monitor and improve the KYC process in the zone with the aim of reducing Repair TAT.
• Manage and maintain the KYC kits in collaboration with the ASMs, ensuring minimal downtime, due to spares unavailability or software defects.
• Optimising all the key performance indices, including kit productivity, activity and compliance,

Implementation of Trade Strategy

• Delivering the trade Marketing Strategy by determining merchandising requirements in the region and ensuring availability through each channel-trade, shops, CPs, street corner, shops etc.to achive picture of sucesss
• Monthly Zonal Trade Marketing Execution Report to enable learning and replication of best practice across business areas.

Providing Brand Visibility

• Responsible for trade visibility measurement and tracking across the zone.
• Drive visibility during sponsorships and events in the zones to ensure TOMA and ITR for both brand and products to drive decrement.
• Work with the Regional Marketing Manager to create and drive visibility through promotional activations in the zones.

Activations and Trade Compliance

• Work with sales team to achieve coverage marketing and BTS site activations.
• Ensure showrooms are compliant to the shop guide lines at each point.

Effectively manage customers in assigned zone with view to reducing churn

• Work with the product development team to design products and services suited to the immediate local environment

Reporting and Analysis

• Responsible for preparing reports and analysis as required by the region or respective zones.
• Collate and turn raw data to insights and actions for execution on field to drive business growth.

Project management

• Coordinate and manage projects within the zones
• Ensure project goals are delivered on time in full and accurately. Where there are deviations, escalate same to RMM or/and ZBM for resolution.

Educational Qualifications

• 1st degree in Engineering, social or pure science.
• A second degree in business management or marketing will be an added advantage.

Relevant Experience

• Minimum of 4 years experience in marketing activations and channel branding from agency or FMCG industry.
• Excellent command of English language.
• Excellent organizational, communication skills, and attention to detail.
• Advanced proficiency in Microsoft Word , Excel and Power point.
• Technical Marketing skills

Other requirements

• Good organizational and planning capabilities
• Innovative and quick thinking capabilities
• High level of stress tolerance
• Adaptability
• Analytical
• Innovation
• Must be a good collaborator/Team player

Deadline: Oct 5, 2026

How to Apply: Interested and qualified candidates should use the links below to apply: