Head of Operations - Customer Care/Collections

📋 Description

• Lead transformation of Customer Care and Collections in Ghana.
• Own end-to-end operations: care, collections, retail, warehouse, logistics.
• Build a customer-first culture and raise service standards.
• Partner with global leadership to localise frameworks and policies.
• Drive KPI-focused outcomes: customer satisfaction, retention, profitability.

🎯 Requirements

• 8–10 years of operations experience, with at least 5 in senior management.
• Proven experience leading customer care, contact centre, collections, or BPO ops.
• Track record transforming service standards and building high-performing care teams.
• Strong financial acumen with budget and cost management.
• Experience with CRM tools, ERP systems, and inventory platforms.
• Bachelor's degree in Business, Operations, Supply Chain, or related field; Master's preferred.

🎁 Benefits

• Based in Ghana - Hybrid, reporting to the General Manager.
• Work with diverse teams across UK, Europe, and Africa.
• Professional development programmes and coaching partnerships.
• Family-friendly policies and flexible working arrangements.
• Well-being support and career growth opportunities.