Head of Operations (Uganda)

Job Title: Head of Operations (Uganda)

Reports To: Chief Operating Officer (COO)

Responsible For: Operations Team Leaders

About the Role

As Head of Operations, you will lead the teams responsible for delivering our products to customers and ensuring the Uganda business performs against its goals. You will be accountable for acquisitions, customer experience, portfolio management, quality, operational efficiency, and team performance. This means coaching team leads, solving operational challenges, improving processes, launching new initiatives, and working closely with Product, Growth, Data, Risk, and Finance teams to turn strategy into execution. We are looking for a leader who can build strong teams, make sound decisions, and scale operations as we expand into new products, customer segments, and markets.

Key Responsibilities

1. Business Performance & Operational Ownership

• Own operational performance across Uganda, balancing growth, customer experience, portfolio quality, operational efficiency, and risk.
• Drive performance against key business metrics, including growth, retention, repayment, customer experience, productivity, and operational quality.
• Translate company objectives into operational priorities and execution plans.
• Identify operational constraints and implement solutions that unlock growth.
• Monitor business performance and take decisive action when results deviate from plan.
• Lead the successful rollout and adoption of new products, customer segments, and market expansion initiatives within Uganda.

2. Leadership & Team Development

• Lead and develop operational team leaders.
• Create a culture of accountability, ownership, customer obsession, and continuous improvement.
• Build leadership capability within the team and develop succession pipelines.
• Recruit, onboard, and retain exceptional operational talent.
• Drive clarity around goals, responsibilities, and performance expectations.

3. Continuous Improvement & Operational Excellence

• Ensure operational standards and controls are consistently applied across Uganda.
• Surface operational challenges, customer pain points, and process gaps early.
• Drive adoption of new tools, processes, and ways of working.
• Partner with enabling teams to improve systems, processes, and customer journeys.
• Share insights from day-to-day operations to help shape future improvements.

4. Strategy Execution & Cross-Functional Leadership

• Translate company strategy into operational plans and priorities.
• Partner with Product, Growth, Data, Finance, Risk, and Customer Experience teams to solve problems and drive results.
• Ensure customer and operational insights influence business decisions.
• Represent the organization as the senior operational leader within the Uganda business.

Candidate Profile

• 8+ years of professional experience with increasing leadership responsibility.
• Experience leading large operational teams in a fast-paced environment.
• Strong analytical and problem-solving capability.
• Demonstrated ability to improve business performance through operational leadership.
• Experience managing customer-facing operations at scale.
• Experience leading through change and ambiguity.
• Strong people leadership and coaching capability.
• Ability to balance strategic thinking with hands-on execution.
• Exceptional stakeholder management and cross-functional collaboration skills.

Strongly Preferred:

• Experience in fintech, digital financial services, banking, telecommunications, logistics, retail operations, or other scaled service businesses.
• Experience launching new products, business lines, or operational models.
• Experience operating in high-growth organizations.

How to Apply:

All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section