Country Head – Nigeria

Role Summary

Lead and scale the organisation’s Nigeria operations, delivering strong client outcomes, cost competitiveness, and disciplined growth. Build a high-performing leadership team, strengthen governance, and position Nigeria as a strategic delivery hub within the global network.

Location

Lagos, Nigeria (Full-time, on-site)

About the Company

A global customer experience and outsourcing partner supporting leading international brands. As part of its continued expansion across Africa, the organisation is seeking a Country Head to establish and scale its Nigeria operations.

The Opportunity

This role holds full ownership of Nigeria operations, including performance, cost management, and growth. You will drive operational excellence, improve unit economics, and ensure the Nigeria operation meets global client standards as a high-performing delivery hub.

Key Responsibilities

Country Leadership

• Own overall delivery performance and day-to-day operations in Nigeria
• Build, lead, and develop a high-performing leadership team with clear accountability

Operational Excellence

• Oversee end-to-end BPO/contact centre delivery to consistently meet SLAs
• Implement best practices across workforce management, quality, and training to enhance performance

Cost & Financial Management

• Own unit economics (cost per seat) and overall margin performance
• Manage labour models, vendors, and infrastructure costs, driving optimisation without compromising quality
• Partner with Finance on forecasting, reporting, and performance analysis

Governance & Reporting

• Establish organisational structure, operating cadence, and reporting frameworks
• Oversee operational risk, compliance, and business continuity planning

Client & Stakeholder Engagement

• Act as senior escalation point and executive sponsor for key clients
• Lead quarterly business reviews (QBRs), audits, and ensure alignment with global client standards

Growth & Expansion

• Define and execute the Nigeria scaling strategy (capacity, sites, and hiring readiness)
• Position Nigeria as a competitive delivery hub within the global footprint

Candidate Requirements

Experience

• 10–15+ years within BPO, contact centre, or customer operations
• Proven experience leading large-scale operations (200–1,000+ employees), ideally within emerging markets

Core Skills & Capabilities

• Hands-on operational leader with a strong focus on measurable outcomes
• Strong commercial acumen, including cost management, margin optimisation, and forecasting
• Proven ability to build and scale teams, structures, and operating frameworks
• Executive-level client and stakeholder management experience