Head of Operations - Customer Care/Collections
✨ AI Summary
Role Overview:
We are seeking a Head of Operations to enhance our leadership team in Ghana. You will play a pivotal role in shaping customer experiences that define M-KOPA, overseeing service standards and operational frameworks that foster financial growth for everyday earners.
Main Responsibilities:
- Transform customer care and collections, elevating service standards and ensuring a customer-centric approach.
- Lead operational strategies across customer care, collections, retail, warehouse, and logistics.
- Drive business outcomes focusing on customer satisfaction, retention, and overall profitability.
- Manage and mentor teams, fostering a culture of high performance and continuous improvement.
- Collaborate with global leadership to adapt operational policies to local needs.
Requirements:
- 8-10 years of progressive operations experience, with at least 5 years in senior management roles.
- Proven success in customer care or BPO operations within high-growth environments.
- Strong financial acumen and experience in budget management.
- Expertise with CRM tools, ERP systems, and inventory management.
- Bachelor’s degree in Business or related field; a Master’s degree is preferred.
Equal Opportunity:
M-KOPA is an affirmative action employer, encouraging applications from diverse backgrounds, including women, minorities, and people with disabilities.
