Summary
As Vice President of Operations (VP Ops), you will drive operational excellence across Kuda’s core business functions. Reporting directly to the COO and serving as a key member of the executive team, you will lead the strategy and execution of our global operations, shaping the future of African fintech.
You’ll oversee a team of 230+ employees across Customer Experience, Collections, Payments, Fraud, and Underwriting, ensuring seamless coordination and delivering exceptional customer experiences. By implementing cutting-edge automation, optimizing processes, and harmonizing fragmented operations, you’ll play a critical role in supporting Kuda’s rapid growth while maintaining efficiency and risk management.
This is a transformative opportunity for a dynamic leader to make a significant impact in an organization that’s redefining financial access for millions of Africans.
Responsibilities
Strategic Leadership
- Partner with the leadership team to develop and execute a global operations strategy aligned with business objectives.
- Lead operational planning and resource allocation across multiple regions.
- Manage multi-million dollar P&L for operational functions while driving efficiency and cost optimization.
- Establish and monitor KPIs across all operational teams.
Customer Experience Excellence
- Design and implement customer service strategies to deliver exceptional experiences.
- Build and optimize customer support operations across multiple channels.
- Drive continuous improvement in customer satisfaction metrics.
- Innovate the customer journey using technology and data-driven insights.
Risk Management & Collections
- Develop and execute effective collections strategies.
- Oversee fraud and underwriting teams to ensure aligned processes and regulatory compliance.
- Implement robust frameworks for managing operational risks.
Operational Systems & Technology
- Lead the adoption of cutting-edge automation initiatives across operational functions.
- Implement and optimize operational management systems.
- Use analytics to enable data-driven decision-making and scalable processes.
Requirements
Key Qualifications
- 10+ years of progressive operations leadership experience, including 7+ years in fintech or banking.
- Proven ability to scale operations in high-growth environments.
- Deep understanding of financial services operations, preferably in African markets.
- Experience managing large, cross-functional teams across multiple geographies.
- Demonstrated expertise in automation and process optimization.
- Strong analytical, problem-solving, and stakeholder management skills.
Soft Skills
- Exceptional leadership and negotiation skills.
- Thoughtful communicator with a strategic mindset.
- Passion for innovation, operational excellence, and delivering customer value.
Success Metrics
- Cost Efficiency: Optimize the unit cost to serve.
- Process Automation: Minimize manual processes across operations.
- Customer Satisfaction: Drive improvements in customer satisfaction scores.
- Risk Management: Maintain a low loss rate through robust systems.
Benefits
At Kuda, our people are the heart of our business, so we prioritize your welfare. We offer a wide range of competitive benefits in areas including but not limited to:
A great and upbeat work environment populated by a multinational team
Pension via Allan Gray
Career development & growth
Competitive annual leave plus bank holidays
Competitive paid time off (Parental, Moving day, Birthday, Study leave etc)
✈Travel Insurance
♂️YuLife - rewards for reaching health and fitness goals
Employee wellness program via Lyra Wellbeing
♀️Goalr - employee wellness app
Medical insurance via Discovery
Award winning L&D training
Well-fare package (Wedding, Compassionate and etc)
We are advocates of work-life balance, working in a hybrid in office schedule
Kuda are proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Kuda is considered based on merit, qualifications, competence and talent.
We don’t regard colour, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.
