Head of Operations – Uganda

About the role

As Head of Operations for Uganda, you will lead the teams that deliver the company’s products to customers and ensure the business meets its performance targets. Reporting to the COO, you will be accountable for acquisitions, customer experience, portfolio management, quality, operational efficiency and team performance.

Key responsibilities

• Own operational performance across Uganda, balancing growth, customer experience, portfolio quality, efficiency and risk.
• Drive key business metrics such as growth, retention, repayment, productivity and operational quality.
• Translate company objectives into operational priorities and execution plans, identifying constraints and implementing solutions.
• Lead rollout and adoption of new products, customer segments and market expansion initiatives.
• Develop and coach operational team leaders, fostering a culture of accountability, ownership and continuous improvement.
• Recruit, onboard and retain top operational talent, building succession pipelines.
• Ensure operational standards and controls are applied consistently, surface challenges early and drive process improvements.
• Partner with product, growth, data, risk and finance teams to turn strategy into execution.

Required profile

• Senior‑level professional with at least 8 years of experience in operations management.
• Proven track record of leading large teams and delivering business performance in the banking, finance or insurance sector.
• Strong analytical and decision‑making abilities, with a focus on customer obsession and operational excellence.
• Excellent communication and cross‑functional collaboration skills.

Required skills