Head of Operations (Full-Time)

Location: Accra, Ghana
Application Deadline: 26 June 2026

About the Company

We are a fast-growing and customer-focused organization operating within the logistics, courier, fulfilment, and distribution sector. Our mission is to deliver exceptional service experiences through operational excellence, technology-driven solutions, and a commitment to continuous improvement.

As we continue to expand our national footprint, we are seeking an experienced and results-oriented Head of Operations to lead our operational network, strengthen service delivery, optimize performance, and build scalable systems that support sustainable growth.

Position Summary

The Head of Operations will provide strategic and operational leadership across the company’s nationwide operations network. The role will oversee regional operations, dispatch management, fleet performance, warehouse and fulfilment activities, rider workforce management, operational finance controls, and partner service delivery.

The successful candidate will drive operational efficiency, service quality, profitability, and customer satisfaction while building a high-performance culture across all regions. Reporting directly to the Head of Business, this role serves as the operational backbone of the organization and plays a critical role in translating business strategy into execution.

Key Responsibilities

Regional Operations Leadership

• Lead, coach, and develop Regional Courier Managers across the national network.
• Establish clear performance expectations, accountability structures, and development plans for regional leaders.
• Drive consistency in customer experience, operational discipline, service quality, and performance standards across all regions.
• Own regional profitability, including revenue generation, controllable costs, and operational contribution.
• Conduct regular operational reviews, performance assessments, and business planning sessions.
• Monitor operational data and proactively intervene to address emerging performance challenges before they impact results.
• Build regional capability to operate effectively as independent business units while maintaining company-wide standards.

Dispatch Operations & Control Tower Management

• Oversee daily dispatch operations and job allocation across the network.
• Optimize rider capacity, route planning, and delivery allocation to maximize productivity.
• Drive first-attempt delivery success rates and reduce failed deliveries, cancellations, and re-attempts.
• Manage operational exceptions, service disruptions, and escalations in real time.
• Maintain complete visibility of network performance through effective control tower management and reporting systems.

Fleet & Asset Management

• Ensure optimal utilization and uptime across both electric and conventional vehicle fleets.
• Implement preventative maintenance programs, inspection schedules, and asset management processes.
• Minimize fleet downtime through proactive servicing, repair planning, and asset deployment.
• Ensure vehicle tracking systems, insurance coverage, licensing, and roadworthiness requirements remain fully compliant.
• Manage relationships with charging, battery-swap, maintenance, and fleet service providers.
• Monitor and improve fleet efficiency, cost per delivery, and vehicle utilization metrics.

Warehouse & Fulfilment Operations

• Lead inbound and outbound warehouse activities to ensure operational efficiency.
• Oversee fulfilment processes including receiving, picking, packing, dispatching, and returns management.
• Maintain high standards of inventory accuracy and parcel accountability.
• Reduce order processing times and warehouse dwell times.
• Scale warehouse capacity and fulfilment capabilities to support business growth and partner requirements.

Partner & Third-Party Logistics Management

• Manage operational delivery against enterprise customer and logistics partner contracts.
• Ensure compliance with contractual service-level agreements (SLAs) and performance standards.
• Protect key performance metrics including turnaround times, delivery success rates, and service quality.
• Support commercial growth initiatives through operational readiness and service excellence.
• Provide operational insights and performance data to support business development efforts.

Operational Finance & Cash Controls

• Oversee cash-on-delivery (COD) processes and ensure remittances are completed within established timelines.
• Strengthen financial controls across branches and operational units.
• Monitor branch cash management, petty cash controls, and reconciliation processes.
• Collaborate with Finance to ensure timely merchant settlements and payment processing.
• Manage operational expenditures relating to fuel, maintenance, spare parts, and consumables with strong cost discipline.
• Identify and eliminate operational leakages and inefficiencies.

Rider Workforce Management

• Lead workforce planning and management for a large rider network.
• Monitor rider productivity, attendance, engagement, safety, and retention.
• Collaborate with Human Resources to maintain a strong recruitment and onboarding pipeline.
• Develop initiatives to improve rider satisfaction and reduce attrition.
• Ensure accurate and timely rider compensation and incentive administration.
• Promote a strong culture of safety and operational compliance.

Data, Reporting & Performance Management

• Own the company-wide operational scorecard and performance reporting framework.
• Ensure timely and accurate submission of operational reports across all regions.
• Transform operational data into actionable business insights and improvement initiatives.
• Collaborate with Technology teams to improve dashboards, reporting systems, and operational tools.
• Establish a data-driven culture across all operational functions.

Compliance, Safety & Risk Management

• Ensure compliance with all transportation, labour, licensing, insurance, and regulatory requirements.
• Lead operational incident management and response processes.
• Manage risk across fleet operations, cash handling, workforce safety, customer service, and asset protection.
• Implement preventative measures that reduce operational disruption and customer impact.
• Promote a culture of safety, accountability, and regulatory compliance.

Cross-Functional Leadership

• Serve as the operational leader across the organization.
• Partner with Finance, Human Resources, Technology, Marketing, Customer Service, and Commercial teams to achieve business objectives.
• Translate strategic business goals into operational execution plans.
• Provide operational insights that influence company-wide decision-making.
• Act as a key advisor and deputy on operational matters when required.

Performance Measures

Success in this role will be measured against key operational and commercial indicators, including:

• Revenue growth across the network and individual regions.
• Delivery volume and completed order performance.
• First-attempt delivery success rate.
• Rider productivity, engagement, and retention.
• Timely cash-on-delivery remittance and financial control compliance.
• Branch and network profitability.
• Service-level agreement compliance and partner satisfaction.
• Fleet utilization and operational efficiency.
• Customer service performance and operational quality metrics.

Qualifications and Experience

Essential Requirements

• Bachelor’s Degree in Business Administration, Operations Management, Supply Chain Management, Logistics, Engineering, Finance, or a related discipline.
• Minimum of six (6) years of operational leadership experience, including at least three (3) years in a senior multi-site or regional management role.
• Demonstrated experience within logistics, courier services, e-commerce, fulfilment, distribution, transportation, or third-party logistics operations.
• Proven track record of managing geographically dispersed teams and operational networks.
• Strong profit-and-loss management experience with commercial accountability.
• Experience managing cash-handling operations and financial controls.
• Hands-on experience in fleet management, dispatch operations, field operations, or transportation logistics.
• Strong analytical capability with experience using operational dashboards, performance reporting, and business intelligence tools.
• Willingness to travel extensively across regional operations.

Preferred Requirements

• Experience managing electric vehicle fleets or mixed transportation fleets.
• Warehouse and fulfilment management experience.
• Experience managing enterprise clients and logistics service-level agreements.
• Exposure to technology-enabled operational environments and digital transformation initiatives.
• Experience managing operations across multiple regions within Ghana.

Competencies & Leadership Attributes

The successful candidate will demonstrate:

Strategic Leadership

• Ability to translate business strategy into operational execution.
• Strong commercial awareness and operational foresight.

Operational Excellence

• Commitment to continuous improvement, process optimization, and service quality.

Data-Driven Decision Making

• Ability to analyze complex operational data and make informed decisions quickly.

People Leadership

• Proven ability to build, motivate, and develop high-performing teams.

Accountability & Ownership

• Takes responsibility for outcomes and drives solutions proactively.

Financial Discipline

• Strong understanding of operational finance, cost control, and profitability management.

Integrity & Trust

• Demonstrates the highest standards of ethics, transparency, and stewardship of company assets and customer funds.

Resilience & Agility

• Maintains composure and decisiveness in fast-paced and high-pressure environments.

Why Join Us?

This is an opportunity to lead a growing national operation and directly influence business performance, customer experience, and organizational growth.

We offer:

• A leadership role with significant impact and visibility.
• The opportunity to shape operational strategy and execution.
• Exposure to a dynamic and technology-driven business environment.
• Professional growth and progression opportunities.
• A collaborative culture focused on performance, innovation, and excellence.

Compensation & Benefits

• Competitive gross monthly remuneration of GHS 6,000 – GHS 8,000, commensurate with experience and demonstrated capability.
• Structured performance management and career development framework.
• Statutory benefits and leave entitlements in accordance with the Ghana Labour Act and company policy.
• Access to operational systems, dashboards, and decision-making tools.
• Direct reporting line to the Head of Business.

Working Conditions

• Full-time, permanent position based in Accra.
• On-site role with regular travel to regional branches and operational hubs nationwide.
• Six-day operational work week aligned with business requirements.
• Availability to support critical operational escalations outside standard business hours when necessary.

How to Apply

Apply online by clicking on the Application button.