Lead, Service Compliance & Governance

About the role

Airtel Africa is seeking a Lead, Service Compliance & Governance to ensure the organisation meets all regulatory, contractual and internal governance requirements. The role will interpret complex telecom regulations, develop control frameworks and oversee a User Assessment testing team.

Key responsibilities

• Achieve 100% KYC compliance checks and manage end‑to‑end sales operations compliance with NCC regulations.
• Conduct weekly health checks on top VAS services, drive governance and reduce customer complaints.
• Lead user experience testing, service recovery and new product governance across CX, Marketing and Regulatory teams.
• Interpret telecom regulations, translate them into internal controls and maintain the compliance library.
• Prepare compliance reports for regulators and senior leadership, and manage remediation plans for audit findings.
• Coordinate compliance activities across IVR, Call Center and website touchpoints to avoid regulator penalties.

Required profile

• Bachelor’s degree in law, business administration, finance or a related field (Master’s degree advantageous).
• Minimum 7 years of experience in compliance, risk management or internal audit within telecommunications or financial services.
• In‑depth knowledge of telecom‑specific regulations and proven ability to develop and manage compliance frameworks.