Chief Operating Officer (COO)

About the role

As the Chief Operating Officer (COO) of Nutun International you will be accountable for operational delivery, structural efficiency and strategic transformation of the global BPO and collections business. You will lead the shift from a traditional BPO model to a technology‑led, data‑driven platform serving clients in the UK, USA and other markets.

Key responsibilities

• Lead execution of Nutun’s strategy, aligning operational plans with group objectives and commercial targets.
• Implement the target operating model, flatten organisational layers and embed end‑to‑end commercial accountability at campaign level.
• Own the operational P&L, driving cost‑to‑serve, utilisation and payroll‑to‑revenue ratios to industry‑leading benchmarks.
• Oversee Regional Managing Directors in Johannesburg, Durban, the UK and the USA, ensuring consistent service quality and adherence to operational ratios.
• Act as senior operational sponsor for major international clients, participating in Quarterly Business Reviews and partnership discussions.
• Integrate Workforce Management, Quality Assurance, Business Intelligence and Continuous Improvement into a cohesive shared‑service function.
• Champion AI and automation across capacity planning, scheduling and agent coaching to move from reactive to predictive management.
• Partner with the VP People to align people strategy with operational goals.

Required profile

Required skills

What we offer