Chief Operating Officer COO

Mercans; Dubai; On-site; AED 300,000 - 500,000; Full time

Job summary

A leading company in the payroll and SaaS industry is seeking a Chief Operating Officer (COO) to oversee daily operations, develop strategic plans, and ensure customer success. The ideal candidate will have extensive experience in executive leadership, a solid understanding of business functions, and a proven track record of optimizing operational processes. This role demands strong leadership skills, strategic thinking, and the ability to drive efficiencies through automation and productivity improvements.

Qualifications

• 5 years experience in executive leadership positions, preferably in payroll outsourcing or SaaS.
• Demonstrated ability to influence effectively at all levels.

Responsibilities

• Oversee daily operations and ensure customer success.
• Develop and execute operational strategies for growth.
• Monitor performance metrics and implement improvements.

Skills

Leadership

Strategic Thinking

Decision Making

Data Analysis

Problem Solving

Education

Bachelor's Degree in Business Administration

Job description

The Chief Operating Officer (COO) is responsible for overseeing all aspects of the daily operations of Mercans SaaS & Payroll business, including Business As Usual (BAU) and Implementation organizations. This position provides operational leadership and guidance to the management team, ensuring customer success, operational efficiencies through automation, productivity improvements, and cost optimization.

Responsibilities & Accountabilities

1. Collaborate with the CEO to set and drive the company's vision and operational strategy, designing the organizational structure to achieve these goals.
2. Develop and implement an operational strategy that creates competitive advantage, accelerates growth, and increases revenue.
3. Cascade the company's vision and strategy to all staff, implementing rewards, recognition, coaching, and corrective practices to align staff with company goals.
4. Translate strategy into actionable goals, supporting company-wide performance management and planning.
5. Develop business strategies and plans aligned with short-term and long-term objectives in collaboration with the CEO.
6. Oversee company operations and employee productivity, fostering a positive, inclusive culture that ensures organizational outcomes are met.
7. Manage the daily operations of BAU and Implementation organizations and lead the leadership team across departments such as Product Development, Marketing, Business Development, Finance, HR, etc.
8. Lead and manage the Operations Leadership Team, including recruiting, goal setting, coaching, motivating, and performance monitoring, cultivating a client-centric culture.
9. Evaluate performance using data and metrics, analyzing internal operations for continuous improvement opportunities.
10. Monitor performance through KPIs, establishing corrective measures as needed, and prepare detailed reports and forecasts.
11. Develop and execute a Customer Success strategy to position the company as a top-quality global Payroll and SaaS provider.
12. Manage budgets for BAU and Implementation organizations, ensuring expenses stay within limits.
13. Identify automation opportunities within departments to enhance efficiency.
14. Stay informed on industry trends to identify growth and improvement opportunities.
15. Mitigate operational risks, including regulatory compliance and infrastructure reliability, and develop risk management strategies.
16. Represent the company at industry events to enhance reputation and visibility.
17. Develop and implement crisis management and business continuity plans for unexpected disruptions.

Requirements & Qualifications

• Proven experience as COO or similar executive role; at least 5 years in leadership, preferably in payroll outsourcing or HCM/Payroll SaaS.
• Strong understanding of business functions such as Product Development, Sales, HR, Finance, Marketing, Customer Experience, and Content Management.
• Demonstrated strategic planning and business development skills.
• Excellent judgment, decision-making, problem-solving, and leadership skills with integrity.
• Knowledge of business planning and regulatory issues.
• Strong data analysis and performance metrics skills.
• Effective communication, presentation, and influence skills at all levels.
• Excellent mentoring, coaching, and people management skills.
• Strategic thinker with market awareness and growth orientation.
• Bachelor's degree in Business Administration, Management, or related field.
• Proven track record in strategic planning, operational optimization, and business growth.

Performance Objectives

• Achieve at least 10% annual operational efficiencies through automation and process improvements.
• Maintain an 80% operating margin for the BAU organization.
• Achieve a CSAT score of 85.
• Maintain a customer retention rate of 95%.
• Reduce employee attrition in Operations to below 15%.
• Implement a monthly Operations management report within 6 months to overview key performance metrics.