Head of Operations- Ghana

Reports To: General Manager
Location: Ghana
Department: Operations

You're accomplished. You're respected. You're probably even happy. But are you energised?

What if your next move wasn’t just another step up—but a complete redefinition of what operations leadership can achieve?

We are looking for a Head of Operations to join our Ghana team as we scale up and drive digital and financial inclusion across our markets.

You’ve likely seen M-KOPA advertising multiple roles recently. That’s not random—it’s deliberate. We’ve grown from 5 million to 7 million customers in just over a year, unlocking $2+ billion in credit, assembling 2 million smartphones in Kenya, and financing 4,000+ e-motorbikes that save riders $5.62 daily. We’re building the infrastructure to reach 10 million customers, and Ghana is central to that journey.

This is your opportunity to join during a pivotal scaling moment—where your operational leadership will shape how we serve hundreds of thousands of Ghanaians while maintaining the customer-centricity that defines our success.

This isn’t traditional operations management. You’ll architect and orchestrate the entire operational ecosystem—from customer care and collections to telesales, retail, and logistics. You’ll build scalable frameworks that can handle exponential growth while ensuring every customer interaction reinforces why M-KOPA is the trusted partner for financial inclusion.

You’ll own the operational P&L, lead transformation initiatives, and design systems that flex between urban and rural dynamics. Your work will directly influence how we deliver impact in one of Africa’s most promising markets.

• Strategic Operations Leadership
  Define and execute strategies that drive measurable improvements in efficiency, productivity, and customer satisfaction across all touchpoints. Translate global best practices into locally relevant operational excellence.

• Cross-Functional Excellence
  Lead and integrate performance across customer care, collections, telesales, retail operations, and warehouse/logistics. Build coherent operational narratives where each function reinforces the others.

• Transformation & Scale
  Drive operational transformation that prepares us for 3x growth. Implement systems, processes, and capabilities—from ERP optimisation to supplier relationship management—that scale elegantly.

• Team & Culture Building
  Inspire and develop diverse, high-performing teams across multiple functions and locations. 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. Build dashboards that drive data-informed decisions.

• Demonstrable experience leading multi-functional operations teams in high-growth environments, with success in at least three of the following: customer operations, retail, logistics, telesales.

• Proven track record of operational transformation—delivering step-change improvements in efficiency and effectiveness.

• Established expertise in managing P&Ls and translating operational decisions into financial outcomes.

This role is complex. You’ll navigate multiple operational verticals, each with distinct performance drivers and customer touchpoints. You’ll balance operational efficiency with service excellence, and build systems that scale without losing sight of the customer.

But you’re probably ready for exactly this. You thrive in dynamic environments and know how to turn strategy into execution.

• 7M+ customers served across Africa

• $45M in taxes contributed to local economies

• 86% of customers report improved quality of life

• 70% use our products to generate income

• 55% accessing products/services for the first time

We’re not just building a business. We’re building Africa’s economic transformation.

Ghana represents one of M-KOPA's highest-potential markets. 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.

This is a role for an operations leader who sees beyond efficiency metrics to understand how operational excellence drives competitive advantage and social impact.

If you’re reading this and thinking, “This feels different”—that’s probably the signal to explore.

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 6 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.