Head of Operations - Customer Care/Collections

📋 Description

• Lead transformation of Customer Care & Collections to raise service standards.
• Own end-to-end operations across care, collections, retail, warehousing, and logistics.
• Build tactical plans for customer engagement, retention, and issue resolution.
• Define metrics: response times, resolution, CSAT, and collections performance.
• Embed customer-first culture; develop capability and clear performance pathways.
• Partner with global leadership to localize frameworks and manage operational risks.

🎯 Requirements

• 8–10 years in progressive operations, with 5+ years in senior management.
• Proven experience leading customer care, contact centre, collections, or BPO operations.
• Track record transforming service standards and building high-performing teams.
• Strong financial acumen with budgeting and cost management.
• Experience with CRM tools, ERP systems, and inventory platforms.
• Bachelor’s in Business/Operations/Supply Chain; Master’s preferred.

🎁 Benefits

• Based in Ghana - Hybrid
• 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