Head of Operations – Customer Care & Collections

About the role

We are looking for a senior leader to drive the transformation of our Customer Care and Collections function in Ghana. Reporting to the General Manager, you will shape the customer experience that defines M‑KOPA and ensure operational excellence across multiple functions.

Key responsibilities

• Lead the strategic overhaul of Customer Care and Collections, setting high service standards for call‑centre and BPO teams.
• Design and execute tactical plans to improve customer engagement, retention, and issue resolution.
• Define and monitor core metrics such as response times, resolution rates, satisfaction scores and collections performance.
• Embed a customer‑first culture, develop team capability and create clear performance pathways.
• Identify and close gaps in service delivery, escalation frameworks and journey design.
• Provide end‑to‑end operational leadership across customer care, collections, retail, warehouse and logistics.
• Partner with supply‑chain and retail teams to keep the broader operation running efficiently.

Required profile

• Proven senior leadership experience in operations, preferably within customer care, collections or fintech environments.
• Demonstrated ability to drive measurable improvements in customer satisfaction, retention and profitability.
• Strong strategic thinking and execution skills, with a track record of building high‑performing teams.
• Excellent stakeholder management and communication abilities.

Required skills