Head of Operations

About the role

We are seeking a Head of Operations to lead the end‑to‑end operational engine for M‑KOPA in Uganda. The role will shape strategy, drive performance and build a high‑performing culture across Customer Care, Telesales, Retail and Logistics, impacting millions of customers.

Key responsibilities

• Define and execute operational strategies that improve efficiency, productivity and profitability across all functions.
• Provide strategic oversight for Customer Care and Collections, ensuring high service standards and effective issue resolution.
• Lead the Telesales function, optimizing processes to increase conversion, customer acquisition and lifetime value.
• Oversee retail operations and ensure alignment with brand standards and commercial objectives.
• Manage warehouse and logistics operations, driving inventory accuracy, order fulfillment and timely distribution.
• Strengthen supplier and vendor relationships, negotiate contracts and implement best‑practice supply‑chain processes.
• Mentor and develop managers and teams, fostering leadership at every level.
• Own operational budgets, forecasts and cost‑control initiatives, ensuring financial discipline.

Required profile

• Proven experience leading large, multi‑disciplinary operations teams in fast‑growing environments.
• Strong track record of building and scaling operational processes in emerging markets.
• Demonstrated ability to drive change management and embed a culture of continuous improvement.
• Excellent stakeholder management skills, capable of partnering with senior leadership.
• Analytical mindset with a focus on data‑driven decision making.

Required skills