Head of Operations (Fintech)

TL;DR

Head of Operations (Fintech): Leading customer experience, service standards, and operational frameworks in Ghana with an accent on customer care and collections transformation. Focus on scaling BPO functions, optimizing retail and logistics, and driving profitability through improved service quality.

Location: Hybrid, based in Accra, Ghana

Company

hirify.global is a fintech company providing financial inclusion through a fair, flexible, customer-centric financing model for everyday earners across Africa.

What you will do

• Lead the strategic transformation of Customer Care and Collections, focusing on BPO and call center performance.
• Define and execute operational strategies to enhance efficiency and profitability across all Ghana functions.
• Provide strategic oversight for retail operations, warehouse, and logistics.
• Manage operational budgets, forecasts, and cost-control initiatives.
• Partner with global leadership to localize operational frameworks and policies.
• Mentor and inspire multi-departmental teams to foster a customer-first culture.

Requirements

• 8–10 years of progressive operations experience, with at least 5 years in senior management roles.
• Proven success leading customer care, contact center, collections, or BPO operations.
• Strong financial acumen with experience in budget and cost management.
• Experience with CRM tools, ERP systems, and inventory platforms.
• Bachelor's degree in Business, Operations, Supply Chain, or related field; Master's preferred.
• Must be based in Accra, Ghana.

Culture & Benefits

• Professional development programs and coaching partnerships.
• Family-friendly policies and flexible working arrangements.
• Well-being support and career growth opportunities.
• Opportunity to work with diverse international teams across the UK, Europe, and Africa.