---
title: 'Head of Operations at M-KOPA'
canonical: 'https://feeny.ai/job/head-of-operations-m-kopa-uganda-4msjc2gat4e4'
type: 'job'
last_seen: '2026-09-07'
---

# Head of Operations at M-KOPA

- **Company:** [M-KOPA](https://feeny.ai/companies/m-kopa)
- **Location:** Uganda
- **Employment:** full-time
- **Posted:** 2026-08-31
- **Last confirmed live:** 2026-09-07
- **Apply:** https://jobs.ashbyhq.com/m-kopa/5b0d4d04-d1dc-401f-8a94-fbc2a717b3db

## Job description

[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5ac97b31-49cd-4012-8bb0-5caf15e33c69/B25.png]

WE ARE LOOKING FOR A HEAD OF OPERATIONS TO PROVIDE STRATEGIC AND OPERATIONAL LEADERSHIP THAT DELIVERS EXCEPTIONAL CUSTOMER EXPERIENCES, DRIVES BUSINESS GROWTH, AND BUILDS A HIGH-PERFORMING OPERATIONS FUNCTION ACROSS UGANDA.

[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/2c6957b4-39d2-40b3-8eb6-7e380a0c2f9c/B13.png]

This isn't a role for someone who manages the status quo. It's for someone who rewrites it. You'll own the entire operational engine—Customer Care, Telesales, Retail, and Logistics—making decisions that directly impact millions of Ugandan customers. You'll partner with the General Manager to define how operations runs, what excellence looks like, and how fast we scale. The scope is real. The autonomy is real. The impact is undeniable.

[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5e9f3448-2fed-4b66-b1ee-9474279a7947/B13.png]

## ABOUT US

M-KOPA has served over 6 million customers across Africa, unlocking $1.5 billion in cumulative credit for people who previously had no access. Recognized by the Financial Times as one of Africa's Fastest Growing Companies four years running (2022–2025) and by TIME100 Most Influential Companies (2023 & 2024), we're not slowing down. Uganda is a critical growth market—and this role sits right at the center of that growth story.

At M-KOPA, our Head of Operations isn't just a function leader—they're the operational architect who builds the systems, teams, and culture that enable millions of underbanked Ugandans to access life-changing products.

IN THIS ROLE, YOU WOULD BE RESPONSIBLE FOR:

Operational Strategy & Leadership

- Defining and executing operational strategies that enhance efficiency, productivity, and profitability across all functions
- Partnering with global leadership to shape and localize operational frameworks and policies
- Continuously identifying and driving process improvement opportunities before they become urgent problems
- Leading change management initiatives and championing a continuous improvement culture that sticks

Operational Delivery & Performance

Customer Care & Collections

- Providing strategic oversight for Customer Care and Collections, ensuring high service standards across call center and BPO functions
- Developing tactical plans for customer engagement, retention, and issue resolution that actually get executed

Telesales Operations

- Leading the Telesales function, driving strategies that improve customer lifetime value and satisfaction
- Optimizing telesales processes and performance to maximize conversion and customer acquisition

Retail & Logistics Operations

- Overseeing retail operations, ensuring alignment with brand standards and commercial objectives across all stores
- Leading warehouse and logistics operations, ensuring efficient inventory management, order fulfillment, and timely distribution
- Strengthening supplier and vendor relationships, negotiating value-driven contracts, and implementing industry best practices for supply chain efficiency

## Team Leadership & Financial Management

- Leading, mentoring, and inspiring managers and teams across all operations functions—building leaders, not just followers
- Owning operational budgets, forecasts, and cost-control initiatives with full accountability for outcomes
- Monitoring financial and operational performance, addressing variances proactively before they escalate
- Delivering regular performance reports and insights to senior leadership that enable smart, fast decisions
- Building organizational capabilities that align with both current and future business needs

This is a senior leadership role (Job Band B2 - HoD) based in Uganda. If successful, you would be reporting directly to the General Manager.

[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/1fdfc25c-7cdf-4643-8992-e841fc37216e/M-KOPA%20Pic.jpg]

## YOUR APPLICATION SHOULD DEMONSTRATE:

## Qualifications & Experience

- Bachelor's degree in Business, Operations, Supply Chain, or related field (Master's preferred)
- 8–10 years of progressive operations experience with at least 5 years in senior management roles
- Proven success leading retail and logistics, customer care, and/or telesales operations in high-growth, customer-centric environments
- Strong financial acumen with experience in budget management and cost optimization
- Demonstrated success leading multi-departmental teams and driving operational transformation at scale
- Experience with ERP systems, inventory platforms, and CRM tools

## Key Competencies

- Strategic execution and operational excellence: You don't just plan—you deliver
- Customer-centric leadership: You make decisions through the lens of the customer, always
- Financial and analytical rigor: Numbers tell a story; you know how to read and act on it
- Cross-functional leadership: You align diverse teams without needing direct authority over all of them
- Change management: You've transformed operations before and have the scars—and wins—to prove it
- Stakeholder engagement: You influence upward, downward, and sideways with equal effectiveness

What Sets You Apart

- You're energized by complexity, not slowed down by it
- You build systems that outlast your direct involvement
- You develop managers who don't need micromanaging
- You see operational risks before they become operational crises
- You're as comfortable in the field as you are in the boardroom
- You understand that in a market like Uganda, context is everything—and you adapt intelligently

If the above is of interest to you, please apply.

WHY M-KOPA?

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com http://m-kopa.com.

[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/369018b8-cf9c-49c7-95f1-1d414482ba57/B13.png]

Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024, 2025 and 2026), named on CNBC's World’s Top Fintech Companies 2025 & 2026 and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 10 million customers, unlocking $2 billion in cumulative credit for the everyday earners across Africa, in addition to over 10,000 e-bikes financed in Kenya.

[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/481f6724-8375-4f39-b514-fbe00b8fc3b5/B13.png]

Important Notice

M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.

M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.

M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.

Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.

If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.

## About M-KOPA

## Company Overview
- **One-liner**: M-KOPA is a leading African fintech platform that provides affordable financial and digital products to cash-based earners, enabling them to finance everyday essentials through daily micropayments.
- **Entity Type**: Private (Growth Stage)
- **Headquarters**: Nairobi, Kenya (Global HQ with additional offices in London, UK)
- **Founded**: 2010
- **Founders**: Jesse Moore (CEO & Co-Founder) and Nick Hughes

## Core Business
- **Primary Industry**: Fintech / Financial Services
- **Target Customers**: B2C focused on "Every Day Earners" — underserved, cash-based entrepreneurs and individuals across Sub-Saharan Africa who lack formal collateral, credit history, or a monthly salary.
- **Mission/Purpose**: "To make financing for everyday essentials accessible to everyone." Their core mission is to "finance progress" for millions of unbanked and underbanked people.

## Products & Services
- **Smartphone Financing**: The core entry product. Customers pay a small deposit (e.g., ~$35) followed by daily micro-instalments (~$0.50/day) via mobile money (like M-Pesa) to own a smartphone. This is the primary gateway to the digital economy.
- **Digital Loans**: After building a repayment credit history, customers can access small, flexible digital loans on an instalment basis.
- **Hospital Coverage (Insurance)**: Affordable health insurance packages offered via the same daily micropayment model.
- **Device Protection**: Insurance for the financed smartphone.
- **Affordable Data Bundles**: Digital subscriptions and data packages available on a similar instalment basis.

## Market Standing
- **Valuation**: Not publicly disclosed. However, M-KOPA has raised substantial growth capital from top-tier global investors.
- **Key Metric**: Over **$1.5 billion in cumulative credit deployed** to more than **5 million customers** across Kenya, Uganda, Nigeria, Ghana, and South Africa. [m-kopa.com](https://www.m-kopa.com/about)
- **Notable Investors**: Includes **Generation Investment Management** (co-founded by Al Gore), **Sumitomo Corporation**, and other leading impact and growth investors. Board members often come from these firms. [m-kopa.com](https://www.m-kopa.com/about)
- **Growth Signals**: M-KOPA now employs over **3,000 staff members** and has a direct sales force of over **30,000 agents**. The company operates one of the largest smartphone assembly factories in the region, producing over 1 million phones locally. [wikipedia.org](https://en.wikipedia.org/wiki/M-Kopa)

## Competitive Advantages
- **Proprietary Tech & Data Stack**: Processes over **1 million payments daily**, using AI-driven analytics to create credit records for individuals with no formal financial history. This is a deep, defensible data moat.
- **Asset-Light Distribution**: A massive, managed direct sales force of 30,000 agents provides a powerful on-the-ground distribution network that is hard to replicate.
- **Customer-Centric Lending**: Offers "Inclusive, Fair, and Flexible" terms. No collateral or proof of income required. Customers can return a product, get their deposit back, and be released from obligations if they cannot pay. This builds immense trust. [m-kopa.com](https://www.m-kopa.com/about)
- **Vertical Integration**: From smartphone assembly to fintech lending to digital services, M-KOPA controls the entire value chain, creating a sticky ecosystem.

## Strategic Focus
- **Deepening Financial Services**: Expanding beyond smartphone financing into digital loans, insurance, and health coverage to become a comprehensive financial partner.
- **Geographic Expansion**: Already in 5 African countries (Kenya, Uganda, Nigeria, Ghana, South Africa) with potential for further market entry.
- **Leveraging AI for Credit Scoring**: Constantly improving their proprietary data models to offer more products and better manage risk for a traditionally "unscoreable" population.
- **M-KOPA Labs**: A research arm that deploys grants to test new technologies and extensions of their platform. [wikipedia.org](https://en.wikipedia.org/wiki/M-Kopa)

## Why Work Here
- **Purpose-Driven Mission**: The work directly impacts financial inclusion and poverty alleviation for millions across Africa. A deeply motivating "why."
- **Rapid Growth & Scale**: Operating in a high-growth environment with a team of 3,000+, providing significant opportunities for career advancement and tackling complex, real-world problems.
- **Global, Pan-African Team**: A diverse team with a "proudly Pan-African footprint" and offices in London, offering a unique cultural experience.
- **Flexible Work**: Offers hybrid and remote working options that suit the demands of the role. [m-kopa.com](https://www.m-kopa.com/careers)
- **Strong Benefits Package**: Includes comprehensive health plans, learning & development resources, and recognition & rewards. They emphasize a culture of "Progress, Excellence, and Humility." [m-kopa.com](https://www.m-kopa.com/careers)
- **Engineering Culture**: Known for building a world-class tech stack from scratch for a unique market.

## Sources
1. [m-kopa.com/about](https://www.m-kopa.com/about)
2. [m-kopa.com/careers](https://www.m-kopa.com/careers)
3. [wikipedia.org/wiki/M-Kopa](https://en.wikipedia.org/wiki/M-Kopa)
4. [uk.linkedin.com/company/m-kopa](https://uk.linkedin.com/company/m-kopa)
5. [jobs.ashbyhq.com/m-kopa](https://jobs.ashbyhq.com/m-kopa)

## Other roles at M-KOPA

- [Stock Controller - Wa](https://feeny.ai/job/stock-controller-wa-m-kopa-wa-ffn6xr433nz2) — Wa
- [Head of Workplace IT](https://feeny.ai/job/head-of-workplace-it-m-kopa-johannesburg-96w8c64vbqy0) — Johannesburg, South Africa
- [Finance Transformation Manager — M-KOPA](https://feeny.ai/job/finance-transformation-manager-m-kopa-m-kopa-south-africa-8h4c93kfdnk0) — South Africa
- [Product Technician - Mobility](https://feeny.ai/job/product-technician-mobility-m-kopa-nairobi-2haw8zjx0h47) — Nairobi, Kenya
- [Senior People Partner – Product & Functions](https://feeny.ai/job/senior-people-partner-product-functions-m-kopa-london-8x83npx3gfrp) — London, United Kingdom
- [Senior People Partner – Product & Functions](https://feeny.ai/job/senior-people-partner-product-functions-m-kopa-lagos-g1kk4kpjq11m) — Lagos, Nigeria
- [Lead People Partner - Technology](https://feeny.ai/job/lead-people-partner-technology-m-kopa-lagos-jjtpyxy6qx3a) — Lagos, Nigeria
- [Lead People Partner - Technology](https://feeny.ai/job/lead-people-partner-technology-m-kopa-london-4hwgnm2kxejh) — London, United Kingdom
- [Telesales Representative – Inbound](https://feeny.ai/job/telesales-representative-inbound-m-kopa-accra-p0bjmyhqp0vr) — Accra, Ghana
- [Senior Sales Manager](https://feeny.ai/job/senior-sales-manager-m-kopa-ghana-byem536jrj1v) — Ghana