Head of Operations - Customer Care/Collections

Head of Operations - Customer Care/Collections LocationAccraEmployment TypeFull timeLocation TypeHybridDepartmentCorporateGeneral ManagementWe'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 🌍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 initiativesWhat You'll DoReporting 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 functionsBuild and develop tactical plans for customer engagement, retention, and issue resolution that deliver measurable improvements in satisfaction and service qualityDefine and drive the metrics that matter — response times, resolution rates, customer satisfaction scores, and collections performanceEmbed a customer-first culture across the care function, developing team capability and creating clear pathways for performance improvementIdentify and close gaps in service delivery, escalation frameworks, and customer journey designOperational Strategy & LeadershipDefine and execute operational strategies that enhance efficiency, productivity, and profitability across all functionsPartner with the global leadership team to shape and localise operational frameworks and policiesProactively assess operational risks and implement mitigation and optimisation plansLead change management initiatives and champion a culture of continuous improvementRetail & Logistics OperationsProvide strategic oversight of retail operations, warehouse, and logistics — supporting and building on the strong foundations already in placeStrengthen supplier and vendor relationships, negotiate value-driven contracts, and maintain best practices for supply chain efficiency and cost optimisationTeam Leadership & Financial ManagementLead, mentor, and inspire managers and teams across all operations functionsOwn operational budgets, forecasts, and cost-control initiativesDeliver regular performance...