Head of Operations - Customer Care/Collections

M-KOPA Holdings Limited

Job Overview

Location

Accra

Job Type

Full-time

Full Job Description

📋 Description

• Lead the strategic transformation of Customer Care and Collections, setting and holding high service standards across call centre and BPO functions
• Own operational strategy and execution across M-KOPA Ghana, including customer care, collections, retail, warehouse, and logistics
• Build and develop tactical plans for customer engagement, retention, and issue resolution that deliver measurable improvements in satisfaction and service quality
• Lead, mentor, and inspire managers and teams across all operations functions while owning operational budgets, forecasts, and cost-control initiatives

🎯 Requirements

• 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 in high-growth, customer-centric environments
• 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

• Hybrid work arrangement based in Ghana with reporting to the General Manager
• Professional development programmes and coaching partnerships
• Family-friendly policies and flexible working arrangements
• Well-being support and career growth opportunities
• Opportunity to work with diverse teams across UK, Europe, and Africa

Skills & Technologies

Hybrid

Degree Required

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M-KOPA Holdings Limited

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About M-KOPA Holdings Limited

M-KOPA Holdings Limited provides asset-financing and digital financial services across Africa, enabling underbanked customers to acquire smartphones, solar home systems, and productive-use assets through flexible pay-as-you-go installments. The company combines IoT-enabled hardware, mobile payments, and proprietary credit algorithms to offer affordable, unsecured loans while building credit histories for millions. Founded in 2011 and headquartered in Nairobi, Kenya, M-KOPA operates in Kenya, Uganda, Nigeria, Ghana, and South Africa, serving over 3 million customers and disbursing more than $1 billion in cumulative credit.

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