Head of Operations - Customer Care & Collections

About the role

M-KOPA Ghana is seeking a dynamic Head of Operations to lead and transform its Customer Care and Collections functions. Reporting to the General Manager, you will shape the customer experience for millions of users, driving satisfaction, retention and profitability across the business.

Key responsibilities

• Define and execute the strategic transformation of Customer Care and Collections, setting high service standards for call‑centre and BPO teams.
• Develop and implement tactical plans for customer engagement, issue resolution and retention, measuring impact on satisfaction and service quality.
• Establish and monitor key performance metrics such as response times, resolution rates, CSAT scores and collections performance.
• Embed a customer‑first culture, building high‑performing teams and clear pathways for performance improvement.
• Identify gaps in service delivery and escalation frameworks, and drive continuous improvement across the customer journey.
• Provide operational leadership across retail, warehouse and logistics functions to ensure seamless end‑to‑end operations.

Required profile

• Proven senior leadership experience in customer care, collections or related operational functions.
• Strong track record of raising service standards and building high‑performing teams.
• Ability to translate strategic vision into measurable operational outcomes.
• Excellent analytical and problem‑solving skills with a data‑driven mindset.

Required skills