Head of Operations

Head of Operations [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 lead the operational engine that delivers exceptional customer experiences and drives 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 🏗️ Own operations end-to-end: Lead customer care, collections, retail, warehouse, and logistics across one of Africa's fastest-growing fintech businesses 💰 Drive real business outcomes: Your success is measured in operational efficiency, cost optimisation, customer satisfaction, and profitability — not just process metrics 🚀 Build and transform: Design and execute operational strategies, lead change management initiatives, and champion a culture of continuous improvement 🏆 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 You'll own operational strategy and execution across M-KOPA Ghana, reporting directly to the General Manager. Define and deliver strategies that enhance efficiency, productivity, and profitability across customer care, collections, retail, warehouse, and logistics. Partner with the global leadership team to shape and localise operational frameworks, lead cross-functional teams, and drive the continuous improvement culture that keeps M-KOPA growing. Your Core Responsibilities: Operational Strategy & Leadership - Define and execute operational strategies that enhance efficiency, productivity, and profitability - 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 and operational innovation Customer Care & Collections - Provide strategic oversight for Customer Care and Collections, ensuring high service standards across call centre and BPO functions - Develop tactical plans for customer engagement, retention, and issue resolution Retail & Logistics Operations - Oversee retail operations, ensuring alignment with brand standards and commercial objectives; optimise store processes, inventory management, and in-store customer journeys - Lead warehouse and logistics operations, ensuring efficient inventory management, order fulfilment, and timely distribution - Strengthen supplier and vendor relationships, negotiate value-driven contracts, and implement 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 💼 - Functions: Customer care, collections, call centre/BPO, retail, warehouse, logistics ... (truncated, view full listing at source)