Airtel Nigeria (Airtel Networks Limited) is a leading telecommunications services provider in Nigeria, headquartered in Lagos, the commercial nerve-centre of the country. The company ranks among the top mobile service providers in terms of subscribers, with a customer base of more than 39.8 million.

Airtel Nigeria offers a range of telecommunications products and services, including 2G, 3G and 4G wireless services, mobile commerce and enterprise services.

Job Title: Lead, Service Compliance & Governance

Job Identification: 901
Location: Lagos
Employment Type: Full-time

Job Description

The Lead, Service Compliance & Governance is responsible for ensuring the organisation’s adherence to relevant regulatory, contractual and internal governance requirements. The role involves interpreting complex regulations, developing and implementing control frameworks, managing compliance risks, and overseeing the User Assessment testing team.

The role also contributes to the overall governance structure of the SA&C function by providing robust compliance oversight and effective risk mitigation. The position provides tactical oversight, pragmatic compliance management, guidance and advice to ensure that operations, policies, processes, standards and services meet organisational and regulatory expectations while supporting excellent customer experience.

Airtel Africa is an equal opportunity employer and is committed to diversity and inclusion in the workplace.

Responsibilities

KYC Compliance

Achieve 100% KYC compliance checks to prevent regulatory sanctions and ensure accuracy of auditors’ checks.
Manage end-to-end Sales Operations Compliance with existing NCC regulations and develop an SOP for monitoring compliance of sales devices and retailers.
Drive the Sales, CX and IT teams to ensure that required policies and procedures comply with regulatory requirements.
Liaise continuously with Regulatory, IT and Sales teams on specific requirements and regulations arising under special circumstances.
Maintain strict discipline and rigour around error tracking, analysis, feedback, knowledge management and training on KYC compliance checklists.

VAS Governance

Conduct weekly health checks on the top 20 VAS services to drive compliance in conjunction with the VAS team.
Reduce customer complaints by ensuring that VAS and Digital operations comply with Airtel and NCC guidelines and codes of practice.
Develop operational plans and lead monthly VAS governance meetings to enhance customer experience.
Assess identified process gaps and work with stakeholders to ensure closure.
Oversee the efficient and effective day-to-day operation by CX and Marketing teams in resolving VAS issues raised by customers and the NCC.
Maintain strict discipline and rigour around error and vendor misconduct tracking and trend analysis.
Foster effective teamwork between CX, Marketing, Sales and Regulatory teams to identify potential compliance vulnerabilities and risks.
Develop corrective action plans for identified issues and provide guidance on preventing similar situations in the future.

Quality of Service (QoS) KPIs, Functionality and Engagement Governance

Carry out first-level CR reviews with business stakeholders before approval by the CR Steering Committee.
Conduct User Experience Tests on products and services before launch to determine optimal product positioning, creativity and offerings for target audiences, and provide feedback on enhancements or defect removal.
Work with Corporate Affairs, Brand and Marketing teams to ensure market feedback is captured and opportunities are acted upon while ensuring the NPD process operates effectively in line with NCC-defined KPIs.
Assess the customer experience of newly launched products through Service Recovery and Complaint Management teams.
Provide management with comprehensive reports on CX NPD activities.
Conduct business reviews with partners and suggest ways to improve product and service quality and support delivery of performance objectives.
Establish processes for continuous education and monitoring of adherence to new product communication requirements.
Provide direct oversight of Mystery Shopping activities across Airtel touchpoints and identified retailer types.

Customer Touchpoints Experience Governance and Knowledge Portal Management

Coordinate and monitor compliance activities across selected touchpoints, including IVR, Call Centre and Website, to maintain regulatory compliance and avoid penalties.
Work with stakeholders to develop strategic plans that support excellent customer service across all touchpoints.
Oversee the effective implementation of service delivery processes and procedures by stakeholders.
Ensure the Knowledge Portal is updated promptly.
Maintain round-the-clock access to the Knowledge Portal for staff to promote an excellent customer service culture.
Provide Mystery Shopping support for touchpoint engagement.

Regulatory Interpretation and Control Development

Interpret complex telecommunications regulations and translate them into actionable internal controls and policies.
Ensure continuous compliance with regulatory obligations, directives and audit requirements across all service domains.
Support the Head, SA&C in engaging with legal teams, regulatory bodies, industry forums and internal audit.
Prepare comprehensive compliance reports for regulators and leadership.
Develop, maintain and continuously improve the organisation’s compliance library, including policies, procedures, risk registers and control catalogues.
Conduct regular risk assessments and internal control testing.
Track and manage remediation plans for audit and compliance findings, working with relevant departments to close identified gaps.
Develop compliance heatmaps to highlight and prioritise high-risk areas.
Manage periodic MD and L&R compliance certification sign-off.

Qualifications

Educational Qualifications

Bachelor’s Degree in Law, Business Administration, Finance or a related field.
Master’s Degree is an added advantage.

Relevant Experience and Technical Skills

Minimum of 7 years’ proven experience in compliance, risk management or internal audit within the telecommunications or financial services industry, with a strong focus on regulatory adherence.
In-depth knowledge of telecommunications-specific regulations.
Experience developing, implementing and managing compliance frameworks and internal controls.
Excellent communication, negotiation and interpersonal skills.

How to Apply

Interested and qualified candidates should:

Click here to apply online

Application Closing Date: 5th October, 2026, 11:59 PM.