Head of Operations

About the role

M-KOPA Uganda is looking for a Head of Operations to provide strategic and operational leadership across Customer Care, Collections, Telesales, Retail and Logistics. The role will drive operational efficiency, enhance customer experience, support business growth, optimise costs and lead organisational transformation throughout Uganda.

Key responsibilities

• Develop and execute operational strategies to improve efficiency, productivity and profitability.
• Lead Customer Care, Collections, Telesales, Retail and Logistics operations.
• Drive process improvement, change management and operational excellence.
• Oversee retail, warehouse, inventory, logistics and supplier relationships.
• Manage operational budgets, forecasts and cost‑control initiatives.
• Monitor financial and operational performance and address variances.
• Lead and develop managers and multi‑departmental teams.
• Provide performance reports and strategic insights to senior leadership.

Required profile

• Bachelor’s degree in Business, Operations, Supply Chain or related field (Master’s preferred).
• 8–10 years of progressive operations experience.
• At least 5 years in senior management.
• Experience leading retail, logistics, customer care and/or telesales operations.
• Strong financial and budget management skills.
• Proven experience driving operational transformation at scale.
• Experience with ERP, inventory and CRM systems.

Required skills

• ERP systems
• Inventory management systems
• CRM systems