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.
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 🌍
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 Do
Reporting directly to the General Manager, you'll own operational strategy and execution across M-KOPA Ghana. While you'll provide leadership across all operational functions, the immediate priority is clear: transforming our customer care and collections capability into a genuine competitive advantage. You'll bring the experience, rigour, and energy to raise service standards, build high-performing care teams, and embed a customer-first culture — while partnering with a well-established supply chain and retail channel team to keep the wider operation running at pace.
Your Core Responsibilities:
Customer Care & Collections
Lead the strategic transformation of Customer Care and Collections, setting and holding high service standards across call centre and BPO functions
Build and develop tactical plans for customer engagement, retention, and issue resolution that deliver measurable improvements in satisfaction and service quality
Define and drive the metrics that matter — response times, resolution rates, customer satisfaction scores, and collections performance
Embed a customer-first culture across the care function, developing team capability and creating clear pathways for performance improvement
Identify and close gaps in service delivery, escalation frameworks, and customer journey design
Operational Strategy & Leadership
Define and execute operational strategies that enhance efficiency, productivity, and profitability across all functions
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
Retail & Logistics Operations
Provide strategic oversight of retail operations, warehouse, and logistics — supporting and building on the strong foundations already in place
Strengthen supplier and vendor relationships, negotiate value-driven contracts, and maintain 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 💼
Primary focus: Customer care, collections, call centre and BPO operations
Broader functions: Retail, warehouse, logistics, supply chain
Tools: CRM tools, ERP systems, inventory platforms
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. We're particularly interested in candidates who have led customer care, contact centre, or BPO operations in high-growth, customer-centric environments — this is where you'll make your biggest mark.
Required Experience:
Proven success leading customer care, contact centre, collections, or BPO operations — this is the experience that will set you apart
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
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.
Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024, 2025 and 2026) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 7 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.
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.
Skills Required
- 8-10 years of progressive operations experience
- At least 5 years in senior management roles
- Proven success in leading customer care or contact center operations
- Track record of transforming service standards
- Strong financial acumen
- Experience with CRM tools, ERP systems
- Bachelor's degree in Business or related field
- Master's degree preferred
What We Do
M-KOPA is a UK-headquartered emerging market fintech that provides affordable smartphones and digital financial services. With operations in Nigeria, Ghana, Kenya, South Africa and Uganda, the company has extended over $1.5 billion in credit to more than 5 million customers. Using an innovative financing model based on daily repayments, M-KOPA provides affordable smartphones embedded with financial services that fit with the cash flow of millions of underserved individuals who earn their income on a daily basis. By leveraging rich payments data and proprietary AI-driven analytics, M-KOPA builds a credit record for each customer which forms the foundation for a long-term financial relationship for digital loans, affordable data subscriptions and insurance. The company employs over 3,000 staff and 30,000 sales agents across its African markets. M-KOPA has been recognised by the Financial Times as one of Africa’s Fastest Growing Companies for the past 3 years, and by Time Magazine as one of the 100 Most Influential Companies globally for the past 2 years.
