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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

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

Tools & Technologies

CRM toolsERP systemsinventory platforms

Industry Keywords

customer satisfactionretentionprofitabilityservice standardshigh-performing teamsoperational strategylogisticswarehouse managementretail operationsprogressive operations experience

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