Head of Operations

About the role

We are looking for a Head of Operations to lead M‑KOPA’s operational engine in Ghana. The role will oversee customer care, collections, retail, warehouse and logistics, ensuring exceptional customer experiences and financial progress for everyday earners.

Key responsibilities

• Define and execute operational strategies that improve efficiency, productivity and profitability across all functions.
• Partner with the global leadership team to adapt operational frameworks to the Ghana market.
• Lead change‑management initiatives and foster a culture of continuous improvement.
• Provide strategic oversight for customer care and collections, maintaining high service standards.
• Manage retail operations, optimizing store processes, inventory and in‑store journeys.
• Direct warehouse and logistics activities to ensure timely order fulfilment and distribution.
• Negotiate contracts with suppliers and vendors, strengthening relationships and driving value.

Required profile

• Proven senior leadership experience in operations, preferably within fintech or a fast‑growing consumer‑focused business.
• Strong track record of delivering operational efficiency, cost optimisation and customer satisfaction.
• Excellent risk‑assessment and mitigation skills.
• Ability to lead cross‑functional teams and manage large‑scale change.

Required skills