Project: iDICE Skills-to-Jobs Programme
Programme Implementers: Zhill Systems Limited – North-East Humanitarian Innovation Hub (NEHIH)
Abuja (Project Management Office)/Remote with frequent travel across the six North-East States (Adamawa, Bauchi, Borno, Gombe, Taraba and Yobe)
Reports To: Project Director
Contract Type: Fixed-Term, Full-Time
Contract Duration: Project-based, renewable subject to satisfactory performance and project requirements.
Programme Background
The iDICE Skills-to-Jobs Programme is a flagship initiative under the Investment in Digital and Creative Enterprises (iDICE) Programme, designed to expand employment opportunities for young Nigerians by equipping them with globally competitive digital and BPO skills while connecting them to local and international employment opportunities.
Implemented by the Zhill Systems–NEHIH Consortium, the programme seeks to train, certify and facilitate employment pathways for 50,000 young people across the six North-East states through a market-driven approach that integrates technical training, career readiness, employer engagement and job placement.
Position Purpose
The BPO Services Specialist (Team Lead) serves as the Programme’s senior technical authority and provides overall strategic leadership for the design, implementation, quality assurance and continuous improvement of all Business Process Outsourcing (BPO) technical components.
The position is responsible for ensuring that the programme delivers internationally competitive BPO training and workforce development services aligned with current industry demands, global outsourcing standards and emerging digital economy opportunities.
The Team Lead will oversee technical implementation, supervise multidisciplinary technical teams, advise programme leadership on strategic direction, build relationships with national and international BPO industry stakeholders, and ensure that programme graduates possess the competencies required to compete successfully in domestic and international outsourcing markets.
The role will serve as the principal technical adviser to the Project Director on all BPO service delivery matters and will drive innovation, quality assurance and operational excellence throughout programme implementation.
Key Duties and Responsibilities
Technical Leadership and Programme Strategy
Provide strategic leadership for the technical implementation of the BPO Training-to-Jobs Programme and oversee the development of the BPO Service Delivery Strategy. The role also involves giving technical guidance to the Project Director and senior management regarding BPO industry trends and workforce development. Additionally, it encompasses leading the creation of annual technical implementation plans that align with project objectives, ensuring that all technical interventions comply with international BPO standards and meet employer expectations. Finally, the position requires promoting innovation and continuous improvement throughout the programme’s delivery.
Technical Oversight and Quality Assurance
Provide overall technical supervision of curriculum development, training delivery, assessments, certification, and job placement. Establish technical quality standards across all program activities and develop Standard Operating Procedures (SOPs) for BPO service delivery. Conduct periodic quality assurance reviews of training centres and technical implementation to ensure consistency in program delivery across all participating states. Approve technical methodologies and implementation frameworks.
BPO Industry Development and Market Alignment
Analyse global and domestic BPO market trends to inform program strategy. Identify emerging outsourcing opportunities in customer experience, shared services, finance and accounting, healthcare support, IT support, digital marketing, data annotation, AI-enabled services, and knowledge process outsourcing. Recommend new service lines and technical competencies aligned with evolving market needs. Support the development of Nigeria’s BPO ecosystem through strategic partnerships and industry engagement. Promote the adoption of international best practices within program implementation.
Employer and Industry Engagement
Build strategic relationships with national and international BPO firms, outsourcing companies, technology firms, and employer associations. Facilitate employer participation in curriculum design, technical validation, and graduate recruitment. Promote private-sector collaboration and investment in workforce development. Support the establishment of employer advisory committees. Represent the consortium at industry forums, conferences, and strategic engagements.
Technical Team Leadership
Provide leadership and supervision to all technical specialists under the program. Coordinate multidisciplinary technical teams to ensure integrated program delivery. Mentor and coach technical staff to strengthen program performance. Lead regular technical review meetings. Foster collaboration, innovation, and knowledge sharing across technical teams.
Innovation and Digital Transformation
Promote the adoption of emerging technologies and innovative approaches in BPO service delivery. Support the integration of Artificial Intelligence (AI), automation, cloud-based collaboration tools, and digital productivity platforms into program design where appropriate. Recommend innovative learning technologies and digital workforce solutions. Encourage continuous improvement through technology-enabled service delivery.
Monitoring, Evaluation and Technical Reporting
Technical performance indicators will be developed to monitor performance across all components. Analysing program performance data allows for the identification of areas needing improvement, for which corrective actions can be recommended. The expert will also prepare detailed technical reports to inform project management, donors, and stakeholders. Lessons learned, innovations, and best practices will be documented throughout the process. Supporting external evaluations and technical audits will further enhance the program’s effectiveness and accountability.
Stakeholder Coordination and Representation
Serve as the Consortium’s principal technical representative on BPO workforce development matters. Collaborate with relevant Ministries, Departments and Agencies (MDAs), development partners, private sector organisations, academic institutions and professional associations. Participate in national policy discussions relating to BPO, digital economy and workforce development. Support advocacy initiatives promoting Nigeria as a destination for outsourcing and digital talent.
Qualifications
Education
Bachelor’s Degree in Business Administration, Information Technology, Computer Science, Human Resource Development, Project Management, Economics, Industrial Relations, Management Sciences, Engineering, Development Studies, Social Sciences, or related disciplines. A Master’s Degree is an advantage
Professional Experience
The successful candidate should possess:
- Minimum of ten (10) years of progressively responsible experience in Business Process Outsourcing (BPO), ICT-enabled services, digital workforce development or outsourcing operations.
- Demonstrated experience managing large-scale workforce development or skills development programmes.
- Proven leadership experience managing multidisciplinary technical teams.
- Experience working in North-East Nigeria is highly desirable.
Technical Competencies
The ideal candidate should demonstrate expertise in Business Process Outsourcing Operations, Workforce Development, and Digital Economy Strategy, and strong capabilities in Project Management and Business Process Improvement. They should also demonstrate technical leadership, effective Employer Engagement, and a commitment to Quality Assurance and Labour Market Analysis. Proficiency in Microsoft Office 365 and project management software is essential to support efficient programme implementation and performance management.
Behavioural Competencies
The ideal candidate should demonstrate strategic leadership, results orientation, integrity and accountability, with excellent communication, negotiation and problem-solving skills. The candidate should also possess strong team leadership, planning and organisational abilities, adaptability, and cultural sensitivity to effectively manage diverse stakeholders and implementation environments.
Working Conditions
The position is based at the Project Management Office in Abuja and requires extensive travel across the six North-East states and occasional travel nationally or internationally to support stakeholder engagement, technical missions, industry events and partnership development. The role may require flexibility to work evenings or weekends during key implementation periods.
Application Requirements
Interested candidates should submit a current CV (maximum two pages), a current CV (maximum three pages), copies of relevant academic and professional certificates, and the contact details of three professional referees to bpo.northeast@humanitarianihub.org
Equal Opportunity Statement
The Zhill Systems–NEHIH Consortium is committed to fostering a diverse, equitable and inclusive workplace. Applications are encouraged from qualified candidates regardless of gender, disability, ethnicity, religion or other protected characteristics. Women, persons with disabilities and qualified candidates from North-East Nigeria are strongly encouraged to apply.