HOD - Voice

This role is based in Muscat, Oman.

About the Role

The purpose of this role is to lead and manage ZOI’s international carrier voice function, including bilateral voice and hubbing business, to ensure delivery of revenue, margin, market share, and customer relationship objectives in line with the overall wholesale strategy and goals.

The role is accountable for the overall performance of the Voice function through effective leadership of the team, oversight of commercial activities, governance of pricing and partner engagements, alignment with internal stakeholders, and continuous monitoring of business, traffic, and financial performance.

Responsibilities

1. Voice Function Leadership & Strategy

Lead the overall Voice function across bilateral voice, hubbing, and related wholesale voice services.

Drive execution of the approved strategic, commercial, and financial plans for the Voice portfolio.

Ensure the Voice business is aligned with market opportunities, customer requirements, and overall ZOI business objectives.

Oversee the full Voice portfolio through the team, ensuring business continuity, growth, and service quality.

2. Commercial Management & Portfolio Performance

Drive achievement of sales targets, swap deal targets, and portfolio growth objectives across the Voice function.

Guide pricing, routing, traffic management, and commercial decisions to optimize business performance and profitability.

Ensure effective management of customer revenue commitments, service levels, and commercial obligationsthrough the team.

Support and oversee high-value commercial negotiations, escalations, and tailored customer solutions in coordination with relevant stakeholders.

3. Customer & Partner Relationship Management

Oversee strategic relationships with international operators, carriers, hubs, aggregators, and key wholesale customers.

Ensure strong customer engagement to support revenue growth, retention, and customer satisfaction.

Maintain oversight of key partner agreements and commercial relationships to ensure sustainable business performance.

Represent the Voice function in major customer discussions, strategic reviews, and critical escalations when required.

4. Financial Performance, Budgeting & Business Control

Own the overall commercial and financial performance of the Voice function.

Ensure delivery of approved revenue, margin, profitability, and EBITDA contribution targets.

Lead annual budgeting, periodic forecasting, and performance reviews for the Voice portfolio.

Define and drive corrective actions to address performance gaps, business risks, or commercial issues.

Oversee billing, settlement, invoicing, collections follow-up, and financial exposure management in coordination with relevant teams.

5. Reporting, Analysis & Decision Support

Review and monitor key business reports, pipeline performance, revenue forecasts, budget utilization, traffic trends, and swap deal performance.

Ensure timely visibility of commercial and operational insights to support management decision-making.

Track overall Voice portfolio performance against targets and highlight risks, opportunities, and required actions.

Use business data and market intelligence to support strategic planning and portfolio optimization.

6. Governance & Cross-Functional Coordination

Ensure effective coordination of commercial agreements, approvals, and operational activities across internal stakeholders.

Work closely with Legal, Regulatory, Finance, Billing, Strategy, and Technology teams to ensure smooth business execution.

Ensure commercial activities are aligned with internal governance requirements, approval frameworks, and contractual obligations.

Support resolution of cross-functional issues impacting customer delivery, commercial execution, or financial outcomes.

7. Team Leadership & Capability Development

Lead, manage, and develop the Voice team, ensuring clear accountability and strong execution across the function.

Supervise direct reports, including the Senior Lead and Senior Experts, through regular coaching, feedback, and performance reviews.

Set clear performance expectations, priorities, and deliverables for the team.

Drive knowledge transfer, succession readiness, and capability development to strengthen the team’s commercial and operational effectiveness.

Education / Certifications

• Bachelor’s degree in Telecommunications, Engineering, Business Administration, Technology Management, or a related field.
• Master’s degree is an advantage.

Experience

• Minimum 10 years of relevant experience in international wholesale telecommunications, with strong expertise in Carrier Voice, bilateral trading, hubbing, operator account management, and commercial negotiations.
• Strong track record in managing strategic operator relationships and driving commercial performance in international voice markets.
• Proven leadership experience in managing teams or functional units within the wholesale telecom environment.

Knowledge / Technical Skills

• Strong knowledge of international wholesale telecom business, particularly carrier voice, bilateral voice, hubbing, and international operator relationships
• Strong understanding of pricing structures, commercial agreements, market practices, and voice business economics
• Good understanding of routing, traffic allocation, TDM/IP traffic balancing, quality monitoring, and redundancy planning
• Strong leadership, stakeholder management, negotiation, and team development capability
• Ability to review and interpret sales, traffic, budget, and forecast reports

Equal Opportunity Statement

At ZOI, we are committed to diversity and inclusivity in our workforce. We encourage applications from all qualified individuals.