Head of Operations - Customer Care/Collections

[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, Europe, and Africa - Professional development programmes and coaching partnerships - Family-friendly polici