Lead, Service Compliance & Governance

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.

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