Head of Operations – Customer Care & Collections

About the role

We are looking for a senior leader to head Operations for Customer Care and Collections at M‑KOPA Ghana. Reporting to the General Manager, you will shape the end‑to‑end service experience for millions of customers, driving satisfaction, retention and profitability across call‑centre, retail, warehouse and logistics functions.

Key responsibilities

• Lead the strategic transformation of the Customer Care and Collections function, establishing high service standards and a customer‑first culture.
• Design and execute tactical plans for engagement, retention and issue resolution, measuring impact through response time, resolution rate and satisfaction metrics.
• Oversee operational strategy for retail, warehouse and logistics, ensuring seamless coordination with supply‑chain partners.
• Define, monitor and report on key performance indicators that drive business outcomes such as customer satisfaction, retention, service quality and profitability.
• Build, coach and scale high‑performing teams across call‑centre and BPO environments.

Required profile

• Minimum 8 years of progressive experience in operations, customer care or collections, preferably within fintech or related sectors.
• Proven track record of leading large, multi‑disciplinary teams and delivering measurable service improvements.
• Strong analytical mindset with ability to translate data into actionable strategies.
• Experience reporting to senior leadership and influencing cross‑functional stakeholders.

Required skills

What we offer

• Opportunity to impact over 7 million customers and contribute to financial inclusion across Africa.
• Work for a company recognised by TIME 100 and the Financial Times as a leading fintech innovator.
• Commitment to environmental sustainability with a proven carbon‑reduction record.
• Dynamic, fast‑growing environment with strong growth prospects.