Head of Operations

About the role

🎧 Elevate customer experience : Lead the transformation of our customer care and collections function - raising service standards, building capability, and putting the customer at the centre of everything we do 🏗️ Own operations end-to-end : Provide strategic leadership across customer care, collections, retail, warehouse, and logistics in one of Africa's fastest-growing fintech businesses 💰 Drive real business outcomes : Your success is measured in customer satisfaction, retention, service quality, and profitability - not just process metrics 🏆 Global recognition : Join a company named by TIME 100 as one of the world's most influential and by the Financial Times as Africa's fastest-growing for 5 consecutive years (2022-2026) 🌱 Environmental impact : We're working to reduce our carbon footprint, having avoided 2.155 million tonnes of CO₂ to date through clean energy products and circular economy initiatives

Responsibilities

• Your Core Responsibilities:
• Customer Care & Collections
• Lead the strategic transformation of Customer Care and Collections, setting and holding high service standards across call centre and BPO functions
• Build and develop tactical plans for customer engagement, retention, and issue resolution that deliver measurable improvements in satisfaction and service quality
• Define and drive the metrics that matter - response times, resolution rates, customer satisfaction scores, and collections performance
• Embed a customer-first culture across the care function, developing team capability and creating clear pathways for performance improvement
• Identify and close gaps in service delivery, escalation frameworks, and customer journey design
• Operational Strategy & Leadership
• Define and execute operational strategies that enhance efficiency, productivity, and profitability across all functions
• Partner with the global leadership team to shape and localise operational frameworks and policies
• Proactively assess operational risks and implement mitigation and optimisation plans
• Lead change management initiatives and champion a culture of continuous improvement
• Retail & Logistics Operations
• Provide strategic oversight of retail operations, warehouse, and logistics - supporting and building on the strong foundations already in place
• Strengthen supplier and vendor relationships, negotiate value-driven contracts, and maintain best practices for supply chain efficiency and cost optimisation
• Team Leadership & Financial Management
• Lead, mentor, and inspire managers and teams across all operations functions
• Own operational budgets, forecasts, and cost-control initiatives
• Deliver regular performance reports and insights to senior leadership
• Build organisational capabilities that align with current and future business needs
• Your Environment 💼
• Primary focus : Customer care, collections, call centre and BPO operations
• Broader functions : Retail, warehouse, logistics, supply chain
• Tools : CRM tools, ERP systems, inventory platforms
• Scope : Multi-departmental leadership within M-KOPA Ghana, with connectivity to global operational frameworks
• What You Need
• 8-10 years of progressive operations experience, with at least 5 years in senior management roles. We're particularly interested in candidates who have led customer care, contact centre, or BPO operations in high-growth, customer-centric environments - this is where you'll make your biggest mark.
• Required Experience:
• Proven success leading customer care, contact centre, collections, or BPO operations - this is the experience that will set you apart
• Track record of transforming service standards and building high-performing care teams
• Strong financial acumen with experience in budget and cost management
• Demonstrated su

Additional Information

We're actively recruiting a Head of Operations as we continue to scale our leadership team in Ghana. You'll be the driving force behind the customer experience that defines M-KOPA in Ghana - leading the service standards, care operations, and operational frameworks that deliver financial progress for everyday earners. The Impact 💚 Your leadership will directly shape how our customers in Ghana experience M-KOPA. We've already helped over 7 million customers access over $2 billion in credit, advancing financial progress for everyday earners. It's your chance to be part of something that's literally transforming lives across an entire continent 🌍

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