Head of Operations - Customer Care/Collections

Job description

[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5ac97b31-49cd-4012-8bb0-5caf15e33c69/B25.png] 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. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/0524125f-275f-4f87-83d9-7d2f25b72c9e/B13.png] The Impact 💚 Your leadership will directly shape how our customers in Ghana experience M-KOPA. We've already helped over 10 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 🌍 [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/0524125f-275f-4f87-83d9-7d2f25b72c9e/B13.png] 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 [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/bd6b1302-c24a-44bf-bbac-659215992cda/image.png] Location & Benefits Based in Ghana - Hybrid, reporting to the General Manager - Work with diverse teams across UK, Europe, and Africa - Professional development programmes and coaching partnerships - Family-friendly policies and flexible working arrangements - Well-being support and career growth opportunities Our Mission 🌍 We create financial inclusion for the traditionally excluded through a fair, flexible, customer-centric financing model. Our aim is financial progress for everyday earners. We strive to drive greater inclusion of women, youth, and low-income communities. Our Impact 💚 Our technology has created measurable change: - Connected 📱: 2.5 million first-time mobile internet users connected - Prosperous 💰: 70% of customers use M-KOPA products for income generation, with 35,000+ livelihoods created for agents - Green 🌱: 2.155 million tonnes of CO₂ avoided through clean energy products, with over 127,700 circular economy products provided Ready to lead operations that create real-world financial inclusion while advancing your career in fintech? Apply Now! WHY M-KOPA? At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility. Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com http://m-kopa.com. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/369018b8-cf9c-49c7-95f1-1d414482ba57/B13.png] Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024, 2025 and 2026), named on CNBC's World’s Top Fintech Companies 2025 & 2026 and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 10 million customers, unlocking $2 billion in cumulative credit for the everyday earners across Africa, in addition to over 10,000 e-bikes financed in Kenya. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/481f6724-8375-4f39-b514-fbe00b8fc3b5/B13.png] Important Notice M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply. M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships. M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process. Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date. If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.