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M-KOPA

Head of Operations – Customer Care, Collections

M-KOPA

Head of Operations responsible for customer care and collections at M-KOPA Ghana. Leading operational strategy and execution in one of Africa's fastest-growing fintech businesses.

Posted 6/16/2026full-timeAccra • 🇬🇭 GhanaLeadWebsite

Tech Stack

Tools & technologies
ERP

About the role

Key responsibilities & impact
  • Lead the transformation of our customer care and collections function
  • Provide strategic leadership across customer care, collections, retail, warehouse, and logistics
  • Measure success in customer satisfaction, retention, service quality, and profitability
  • Own operational strategy and execution across M-KOPA Ghana
  • Identify and close gaps in service delivery and customer journey design
  • Proactively assess operational risks and implement optimization plans
  • Lead change management initiatives

Requirements

What you’ll need
  • 8–10 years of progressive operations experience, with at least 5 years in senior management roles
  • Proven success leading customer care, contact centre, collections, or BPO operations
  • Track record of transforming service standards and building high-performing care teams
  • Strong financial acumen with experience in budget and cost management
  • Demonstrated success leading multi-departmental teams and driving operational transformation
  • Experience with CRM tools, ERP systems, and inventory platforms
  • Bachelor's degree in Business, Operations, Supply Chain, or related field; Master's preferred

Benefits

Comp & perks
  • 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

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
operations managementcustomer carecollectionsBPO operationsfinancial acumenbudget managementcost managementservice delivery optimizationchange managementcustomer journey design
Soft Skills
strategic leadershipteam leadershipinterdepartmental collaborationproblem-solvingrisk assessmentcommunicationcustomer satisfaction focusservice quality improvementoperational transformationperformance measurement