Head of Operations- Ghana

Head of Operations - Ghana

Reports To: General Manager
Location: Ghana
Department: Operations

Be the Engine Driving Growth and Customer Excellence

At M-KOPA, we're transforming how millions of Africans access everyday essentials through innovative asset financing. Our recent Impact Report demonstrates the scale of our mission: we've enabled over 3 million people to access smartphones for the first time, channelled $1.5 billion in credit to underserved communities, and created sustainable economic opportunities across the continent. Having established ourselves as a market leader across five African markets with over 5 million customers served, we're now seeking a Head of Operations for our Ghana business who can translate ambitious growth strategies into operational reality while maintaining the customer-centricity that defines our success.

This role sits at the heart of our Ghana operations, where you'll architect and orchestrate the entire operational ecosystem—from customer care and collections to telesales, retail, and logistics. You'll be responsible for building scalable frameworks that can handle exponential growth while ensuring every customer interaction reinforces why M-KOPA is the trusted partner for financial inclusion. The complexity is significant: you'll navigate multiple operational verticals, each with distinct performance drivers and customer touchpoints, while maintaining the delicate balance between operational efficiency and service excellence that drives sustainable unit economics in our PAYG model.

What makes this opportunity compelling for seasoned operations leaders is the scope and impact. You'll have full ownership of the operational P&L, leading transformation initiatives that directly influence how we serve customers across Ghana's diverse markets. This means designing operations that can flex between urban and rural dynamics, building teams that embody both performance rigor and customer empathy, and implementing technologies that leapfrog traditional operational constraints. You'll work directly with our General Manager and regional leadership to shape strategies that don't just optimize today's operations but build the operational muscle for tomorrow's opportunities.

Your Mandate

Strategic Operations Leadership: Define and execute operational strategies that drive measurable improvements in efficiency, productivity, and customer satisfaction across all touchpoints. You'll own the translation of global best practices into locally relevant operational excellence, ensuring our Ghana operations set the benchmark for the region.

Cross-Functional Excellence: Lead and integrate performance across customer care, collections, telesales, retail operations, and warehouse/logistics functions. This means building coherent operational narratives where each function reinforces the others, creating compound advantages in market execution.

Transformation & Scale: Drive operational transformation that prepares us for 3x growth while improving unit economics. You'll implement systems, processes, and capabilities that can scale elegantly—from ERP optimization to supplier relationship management—ensuring operational readiness never constrains commercial ambition.

Team & Culture Building: Inspire and develop diverse, high-performing teams across multiple functions and locations. Beyond managing headcount, you'll build operational leaders who think strategically, act with urgency, and maintain unwavering focus on customer outcomes.

Performance Management: Establish and relentlessly improve KPIs that matter—from customer satisfaction scores and first-call resolution rates to inventory turnover and cost-per-acquisition. You'll build dashboards that provide real-time visibility and drive data-informed decision-making at every level.

The Leader We Seek

We're looking for an operations executive who has successfully scaled operations in complex, high-growth environments. You bring deep experience leading multi-functional operations teams, with proven success in at least three of our core areas: customer operations, retail, logistics, or telesales. Your track record shows consistent delivery of operational transformation—not just incremental improvements but step-change enhancements in efficiency and effectiveness.

You understand that in emerging markets, operational excellence isn't about rigid playbooks but adaptive frameworks that respond to market dynamics while maintaining core standards. You've managed significant P&Ls and understand how operational decisions cascade into financial outcomes. Your leadership style balances analytical rigor with people-first principles, knowing that in service businesses, engaged teams deliver exceptional customer experiences.

Technical proficiency in modern operational tools—from ERP systems to CRM platforms to analytics dashboards—is assumed. What distinguishes you is the ability to see beyond the tools to the strategic opportunities they enable. You're equally comfortable presenting to boards and coaching frontline teams, translating between strategic imperatives and operational realities with ease.

Why This Role, Why Now

Ghana represents one of M-KOPA's highest-potential markets, where the convergence of digital adoption, demographic trends, and regulatory evolution creates unprecedented opportunity for scaled financial inclusion. As Head of Operations, you'll be central to capturing this opportunity, building operations that can serve hundreds of thousands of Ghanaians while maintaining the service quality that builds lasting customer relationships.

This is a role for an operations leader who sees beyond efficiency metrics to understand how operational excellence drives competitive advantage and social impact. You'll join a leadership team committed to building something transformational—not just another fintech, but the operating system for financial inclusion across Africa.

If you're ready to apply your operational expertise to one of Africa's most exciting growth stories, where every operational improvement translates into expanded access and improved lives, we should talk.

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 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 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.