Head of Operations

M-KOPA

Lead operations at M-KOPA in Ghana, driving customer care, collections, and logistics. Transforming processes to enhance efficiency and profitability in a fintech environment.

Posted 5/13/2026full-timeAccra • 🇬🇭 GhanaLeadWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Own operations end-to-end: Lead customer care, collections, retail, warehouse, and logistics across one of Africa's fastest-growing fintech businesses
Drive real business outcomes: Your success is measured in operational efficiency, cost optimisation, customer satisfaction, and profitability — not just process metrics
Build and transform: Design and execute operational strategies, lead change management initiatives, and champion a culture of continuous improvement
Provide strategic oversight for Customer Care and Collections, ensuring high service standards across call centre and BPO functions
Oversee retail operations, ensuring alignment with brand standards and commercial objectives; optimise store processes, inventory management, and in-store customer journeys
Lead, mentor, and inspire managers and teams across all operations functions

Requirements

What you’ll need

8–10 years of progressive operations experience, with at least 5 years in senior management roles, ideally within high-growth, customer-centric environments.
Proven success leading retail and logistics, customer care, and/or telesales operations
Strong financial acumen with experience in budget and cost management
Demonstrated success leading multi-departmental teams and driving operational transformation
Experience with ERP systems, inventory platforms, and CRM tools
Bachelor's degree in Business, Operations, Supply Chain, or related field; Master's preferred

Benefits

Comp & perks

Work with diverse teams across UK, Europe, and Africa
Professional development programmes and coaching partnerships
Family-friendly policies and flexible working arrangements
Well-being support and career growth opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

operations managementbudget managementcost optimisationinventory managementcustomer carelogisticsretail operationschange managementoperational efficiencystrategic oversight

Soft Skills

leadershipmentoringteam inspirationcommunicationstrategic thinkingproblem-solvingcustomer-centric mindsetcontinuous improvementcollaborationadaptability