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M-KOPA is seeking a Head of Operations for its Ghana leadership team. This role will be responsible for driving the customer experience, leading service standards, and managing operational frameworks for customer care and collections. The ideal candidate will have 8-10 years of operations experience, including at least 5 years in senior management, with a proven track record in transforming customer care and collections operations in high-growth environments. This hybrid role reports to the General Manager in Ghana.
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
Operational Strategy & Leadership
Retail & Logistics Operations
Team Leadership & Financial Management
Your Environment 💼
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:
Location & Benefits
Based in Ghana - Hybrid, reporting to the General Manager
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:
Ready to lead operations that create real-world financial inclusion while advancing your career in fintech? Apply Now!
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.