Milvik Job Vacancy — Chief Operating Officer  

Milvik Job Vacancy — Chief Operating Officer  

ROLE: Chief Operating Officer  

LOCATION: Tanzania (Dar es Salaam) 

MILVIK OVERVIEW 

MILVIK (BIMA) is one of the fastest-growing impact and tech companies in the world. We use  disruptive mobile technology to bring insurance and health services to consumers with low incomes.  BIMA is committed to disrupting the traditional insurance industry and democratizing access to vital  services for billions of under-served families around the globe. 

Joining BIMA at this stage provides an opportunity for you to truly influence the strategy of a global,  growing business. We are a vibrant company where ideas and passion are welcomed, and you get real  responsibility from day one. 

Our people are our greatest asset and, as an equal opportunities employer encourage applicants from  diverse backgrounds to work with us 

BIMA, where innovation, diversity and respect are atthe heart of our culture. 

THE ROLE 

• The purpose of the Operations department is to drive Milvik growth through ensuring  customer intake and retention as per company budget and delivering BIMA customer  promises
• The COO is responsible for overseeing overall sales operations in call center and in the  field, through building a strong sales culture among the team to meet budget targets.
• The COO will also be responsible to operational leadership of the business including  ensuring efficient and productive operations of service department.
• This role involves direct  supervision of Service and Sales Managers and their teams, contributing to the overall  company strategy, and ensuring adherence to ethical practices.

RESPONSIBILITIES (ROLE SPECIFIC) 

1. Management of Service Operations 

• Develop and implement customer centric service operations strategy and ensure the same is  implemented timely.
• Oversee customer service team and ensure customer complaints are handled with  acceptable timelines.

2. Sales Strategy and Operations: 

• Develop and implement comprehensive sales strategies to achieve organizational goals.
• Oversee sales operations, ensuring alignment with customer-centric principles and company  promises.
• Manage and optimize lead generation and conversion processes.
• Design and implement win-back strategies and processes.
• Contribute to product development and sales strategies, including upselling and bundling.
• Ensure the implementation of a customer-centric salesframework 

 3.Team Leadership and Development: 

• Lead, motivate, and manage the performance of the entire sales and service team.
• Implement the BIMA Leadership Academy to enhance the leadership skills of sales  and service operations.
• Conduct regular performance reviews and feedback sessions.
• Identify training needs and provide necessary supportto address weaknesses.
• Foster a strong team culture through team-building activities and motivational techniques. 

4.Performance Management: 

• Analyze each team performance data to identify trends and areas for improvement.
• Ensure ethical practices and adherence to the Milvik seriousmisrepresentations policy.
• Implement a performancemanagementsystem in collaboration withHR. 

5.Revenue Generation: 

• Drive sales growth through new customer acquisition and retention of existing customers.
• Ensure the sales and service team meets or exceedsmonthly, quarterly, and annual targets. 

6.Reporting and Escalation: 

• Prepare and present various performance reports and analyses.
• Escalate technical challenges and other issuesto the appropriate departments.
• Ensure compliance with company policies and zero tolerance on serious misrepresentations  and underperformance. 

7.Call Center Management: 

• Oversee the recruitment, training, and performance of call centerstaff.
• Implement robust systems to manage attendance, timekeeping, and talk-time.
• Ensure the call center environmentsupports high performance and positive culture.

8.Technical Platforms: 

• Quickly report any technical issuesto the Tech Manager.
• Provide MSISDN samples and scenariosto the technical team for troubleshooting.
• Apply the Milvik equipment management framework effectively. 

THE CANDIDATE 

Qualifications 

• Bachelor’s degree in business, Marketing, IT, Economics orrelated field. 

Expertise and Experience 

• 8+ years’ experience in sales; Excellentsalestechniques and ability to think strategically  about customer acquisition and retention
• Share our passion and intrinsic motivation to deliver our organization purpose and culture
• Customer obsessed to deliver BIMA customer promises
• 4+ years of leadership track record in managing a team
• Experience of working in the telecommunication will be an added advantage ∙ Optimist and self-driven
•  Irreproachable professional integrity
• Excellent communication, interpersonal, conflict resolution and management skills ∙ Working knowledge of Excel 

Language 

• Written and Spoken English
• Swahili

Send Your CV via: [email protected] 

Deadline for submission:  11th June 2026.