Vice President of Operations

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._