Head of Operations Jobs – M-KOPA

Job Overview

M-KOPA is seeking an experienced Head of Operations to lead and optimize operational functions across its Ugandan operations. This senior leadership role is critical to ensuring seamless delivery of services in customer care, collections, telesales, retail, and logistics. The successful candidate will partner with global and local teams to implement strategies that enhance efficiency, customer satisfaction, and business growth.

As a pioneer in pay-as-you-go solar and connected asset financing, M-KOPA has transformed access to essential services for millions across Africa. The Head of Operations will play a key role in scaling these innovations locally while maintaining high operational standards. This position offers the opportunity to lead a diverse team and drive impact in one of Uganda’s fastest-growing fintech companies.

The role demands strong strategic thinking, hands-on leadership, and a proven ability to manage complex, multi-functional operations. You will be responsible for aligning day-to-day activities with long-term business goals while fostering a culture of continuous improvement and accountability.

Key Responsibilities

• Define and execute operational strategies that improve efficiency, productivity, and profitability across customer care, collections, telesales, retail, and logistics functions in Uganda.
• Partner with global leadership to adapt and localize operational frameworks, policies, and best practices to suit the Ugandan market and regulatory environment.
• Lead change management initiatives that promote a culture of continuous improvement, ensuring teams embrace new processes and technologies effectively.
• Provide strategic oversight for Customer Care and Collections teams, maintaining high service standards and driving improvements in resolution times and customer satisfaction scores.
• Develop and implement tactical plans for customer engagement, retention, and issue resolution that are executed consistently across call center and BPO operations.
• Lead the Telesales function by optimizing scripts, training, and performance tracking to increase conversion rates and customer lifetime value.
• Oversee retail operations to ensure brand compliance, commercial alignment, and excellent in-store customer experiences across all M-KOPA outlets in Uganda.
• Manage warehouse and logistics operations, focusing on inventory accuracy, order fulfillment speed, and cost-effective distribution to retail and field agents.
• Strengthen supplier and vendor relationships through value-driven negotiations and the implementation of supply chain best practices to reduce lead times and costs.
• Monitor key performance indicators across all operational units, using data to identify bottlenecks and drive corrective actions before issues escalate.
• Build and mentor a high-performing operations team by setting clear expectations, providing coaching, and promoting professional development and accountability.

Qualifications & Experience

Essential

• Bachelor’s degree in Business Administration, Operations Management, Industrial Engineering, or a related field from a recognized institution.
• Minimum of 8 years of progressive experience in operations management, with at least 3 years in a senior leadership role overseeing multiple functions.
• Proven experience in managing customer care, collections, telesales, retail, or logistics operations within a fast-paced, technology-driven environment.
• Demonstrated success in driving process improvements, cost reductions, and service quality enhancements through data-driven decision making.
• Strong leadership and interpersonal skills, with the ability to inspire and manage diverse teams across different locations and functions.
• Proficiency in using operational metrics, KPIs, and business intelligence tools to monitor performance and inform strategic decisions.

Desirable

• Master’s degree in Business Administration (MBA) or a related discipline from an accredited university.
• Experience working in the fintech, pay-as-you-go (PayGo), or consumer financing sectors, particularly in emerging markets.
• Familiarity with M-KOPA’s business model or similar asset financing and digital payments platforms in Africa.
• Knowledge of Ugandan regulatory requirements affecting financial services, consumer protection, and data privacy.
• Experience with ERP systems, CRM platforms, or workforce management tools used in large-scale operations.
• Background in change management or organizational development, with certifications in methodologies such as Lean, Six Sigma, or Agile being an advantage.

What the Role Offers

• Competitive monthly salary commensurate with experience, performance, and market rates for senior operations leaders in Uganda’s fintech sector.
• Company-provided housing allowance or access to furnished accommodation near the Kampala office to support relocation and stability.
• Comprehensive medical insurance coverage for the employee and immediate dependents, including access to private healthcare facilities.
• Monthly transport and fuel facilitation to ensure reliable commuting between home and office, especially for field visits and site oversight.
• Subsidized lunch provision during workdays, either through on-site catering or a daily meal allowance.
• Opportunities for professional growth, including access to leadership training, global M-KOPA learning programs, and cross-border project exposure.
• Performance-based bonuses tied to operational KPIs, team achievements, and contribution to annual business objectives.
• 15 days of annual leave per year, plus public holidays, with encouragement to take regular breaks for work-life balance and sustained productivity.

How to Apply

Interested candidates should submit an updated CV, copies of academic and professional certificates, and a one-page cover letter outlining their suitability for the role. Please apply now by clicking the link below.

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