Head of Operations - Customer Care/Collections

The Opportunity

🎧 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

What You'll Do

Reporting directly to the General Manager, you'll own operational strategy and execution across M-KOPA Ghana. While you'll provide leadership across all operational functions, the immediate priority is clear: transforming our customer care and collections capability into a genuine competitive advantage. You'll bring the experience, rigour, and energy to raise service standards, build high-performing care teams, and embed a customer-first culture — while partnering with a well-established supply chain and retail channel team to keep the wider operation running at pace.

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 success leading multi-departmental teams and driving operational transformation
• Experience with CRM tools, ERP systems, and inventory platforms
• Bachelor's degree in Business, Operations, Supply Chain, or related field; Master's preferred