M-KOPA
Corporate
HeadofOperations
Neural analysis suggests this role is
optimal for Manager candidates.
“Head of Operations at M-KOPA. Skills: Customer care operations, Collections operations, BPO operations, Service transformation, Team building. Lead strategic transformation of Customer Care. Lead strategic transformation of Collections”
What You'll Achieve.
Improve customer satisfaction; Improve service quality; Improve retention; Improve profitability; Enhance efficiency; Enhance productivity; Enhance profitability
Industry & Context.
What They're Looking For.
Must Have
8-10 years progressive operations experience, 5 years senior management roles, Proven success leading customer care, Proven success leading contact centre, Proven success leading collections, Proven success leading BPO operations, Track record transforming service standards, Track record building high-performing care teams, Financial acumen with budget management, Financial acumen with cost management, Demonstrated success leading multi-departmental teams, Demonstrated success driving operational transformation, Experience with CRM tools, Experience with ERP systems, Experience with inventory platforms, Bachelor's degree in Business, Bachelor's degree in Operations, Bachelor's degree in Supply Chain, Bachelor's degree in related field
Nice to Have
Master's degree preferred
What You'll Do.
Lead strategic transformation of Customer Care
Lead strategic transformation of Collections
Set high service standards
Hold high service standards
Build tactical plans for customer engagement
Build tactical plans for customer retention
Build tactical plans for issue resolution
Define metrics for response times
Define metrics for resolution rates
Define metrics for customer satisfaction scores
Define metrics for collections performance
Drive metrics for response times
Drive metrics for resolution rates
Drive metrics for customer satisfaction scores
Drive metrics for collections performance
Embed customer-first culture
Develop team capability
Create pathways for performance improvement
Identify gaps in service delivery
Close gaps in service delivery
Identify gaps in escalation frameworks
Close gaps in escalation frameworks
Identify gaps in customer journey design
Close gaps in customer journey design
Define operational strategies
Execute operational strategies
Partner with global leadership team
Shape operational frameworks
Localise operational frameworks
Assess operational risks
Implement mitigation plans
Implement optimisation plans
Lead change management initiatives
Champion continuous improvement
Provide strategic oversight of retail operations
Provide strategic oversight of warehouse
Provide strategic oversight of logistics
Strengthen supplier relationships
Strengthen vendor relationships
Negotiate value-driven contracts
Maintain best practices for supply chain efficiency
Maintain best practices for cost optimisation
Lead managers across operations
Mentor managers across operations
Inspire managers across operations
Lead teams across operations
Mentor teams across operations
Inspire teams across operations
Own operational budgets
Own operational forecasts
Own cost-control initiatives
Deliver performance reports
Deliver insights to senior leadership
Build organisational capabilities
How You'll Work.
Team & Collaboration
Multi-departmental leadership; Connectivity to global frameworks; Partner with supply chain; Partner with retail channel team
Full Job Description
[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 be the driving force behind the customer experience that defines M-KOPA in Ghana - leading the service standards, care operations, and operational frameworks that deliver 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 🎧 Elevate customer experience: Lead the transformation of our customer care and collections function — raising service standards, building capability, and putting the customer at the centre of everything we do 🏗️ Own operations end-to-end: Provide strategic leadership across customer care, collections, retail, warehouse, and logistics in one of Africa's fastest-growing fintech businesses 💰 Drive real business outcomes: Your success is measured in customer satisfaction, retention, service quality, and profitability — not just process metrics 🏆 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 D
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