Head of Operations at M-KOPA in Accra, Greater Accra, Ghana

[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 lead the operational engine that delivers exceptional customer experiences and drives 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 🏗️ 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 🏆 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 Do You'll own operational strategy and execution across M-KOPA Ghana, reporting directly to the General Manager. Define and deliver strategies that enhance efficiency, productivity, and profitability across customer care, collections, retail, warehouse, and logistics. Partner with the global leadership team to shape and localise operational frameworks, lead cross-functional teams, and drive the continuous improvement culture that keeps M-KOPA growing. Your Core Responsibilities: Operational Strategy & Leadership - Define and execute operational strategies that enhance efficiency, productivity, and profitability - Partner with the global leadership team to shape and localise operational frameworks and policies - Proactively assess operational risks and implement mitigation and optimisation plans - Lead change management initiatives and champion a culture of continuous improvement and operational innovation Customer Care & Collections - Provide strategic oversight for Customer Care and Collections, ensuring high service standards across call centre and BPO functions - Develop tactical plans for customer engagement, retention, and issue resolution Retail & Logistics Operations - Oversee retail operations, ensuring alignment with brand standards and commercial objectives; optimise store processes, inventory management, and in-store customer journeys - Lead warehouse and logistics operations, ensuring efficient inventory management, order fulfilment, and timely distribution - Strengthen supplier and vendor relationships, negotiate value-driven contracts, and implement best practices for supply chain efficiency and cost optimisation Team Leadership & Financial Management - Lead, mentor, and inspire managers and teams across all operations functions - Own operational budgets, forecasts, and cost-control initiatives - Deliver regular performance reports and insights to senior leadership - Build organisational capabilities that align with current and future business needs Your Environment 💼 - Functions: Customer care, collections, call centre/BPO, retail, warehouse, logistics, supply chain - Tools: ERP systems, inventory platforms, CRM tools - Scope: Multi-departmental leadership within M-KOPA Ghana, with connectivity to global operational frameworks What You Need 8–10 years of progressive operations experience, with at least 5 years in senior management roles, ideally within high-growth, customer-centric environments. Required Experience: - 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 [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/bd6b1302-c24a-44bf-bbac-659215992cda/image.png] Location & Benefits Based in Ghana - Hybrid, reporting to the General Manager - 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 Our Mission 🌍 We create financial inclusion for the traditionally excluded through a fair, flexible, customer-centric financing model. Our aim is financial progress for everyday earners. We strive to drive greater inclusion of women, youth, and low-income communities. Our Impact 💚 Our technology has created measurable change: - Connected 📱: 2.5 million first-time mobile internet users connected - Prosperous 💰: 70% of customers use M-KOPA products for income generation, with 35,000+ livelihoods created for agents - Green 🌱: 2.155 million tonnes of CO₂ avoided through clean energy products, with over 127,700 circular economy products provided Ready to lead operations that create real-world financial inclusion while advancing your career in fintech? Apply Now! WHY M-KOPA? At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility. Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com http://m-kopa.com. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/369018b8-cf9c-49c7-95f1-1d414482ba57/B13.png] Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 6 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/481f6724-8375-4f39-b514-fbe00b8fc3b5/B13.png] Important Notice M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply. M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships. M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process. Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date. If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.