Head of Operations - Customer Care/Collections

📋 Description

• Lead transformation of Customer Care and Collections; raise service standards.
• Own end-to-end operations across care, collections, retail and logistics.
• Define and drive metrics: response times, resolution rates, CSAT, collections.
• Embed a customer-first culture; build capability and performance pathways.
• Identify and close gaps in service delivery and customer journeys.
• Lead operational strategy, risk management, and continuous improvement.

🎯 Requirements

• 8–10 years of progressive operations experience, with 5+ in senior mgmt.
• Led customer care, contact center, collections, or BPO in high-growth settings.
• Transforming service standards; built high-performing care teams.
• Strong financial acumen; budget and cost management.
• Experience with CRM tools, ERP systems, and inventory platforms.
• Bachelor’s in Business/Operations/Supply Chain; Master’s preferred.

🎁 Benefits

• Hybrid work; based in Ghana.
• Professional development programs and coaching partnerships.
• Family-friendly policies and flexible working arrangements.
• Well-being support and career growth opportunities.