Head of Operations - Customer Care/Collections

About this role

[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 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 🌍

[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, E

Similar jobs

• Senior Operations Manager, Servicing & Collections — Figure · Charlotte, NC
• Customer Operations Lead — Hercules · Remote - North America
• Customer Operations Lead — Hercules · San Francisco
• Engineering Manager, Servicing and Collections — Earnest · Remote
• Head of Customer Support — Bastion · New York City
• Head of Customer Support — Aiprise · San Jose
• Head of Customer Support — Andurilindustries · Costa Mesa, California, United States
• Head of Customer Support — Obsidiansecurity · Remote