Head Of Operations

About Fido and the Role

Fido is pioneering the future of African finance by leveraging advanced technology, data analytics, and innovative thinking. Through AI, sophisticated data science, and automation, we are transforming access to and the experience of financial services, aiming to empower individuals to confidently manage their financial futures.

The Head of Operations is a pivotal leadership role responsible for ensuring the smooth and efficient operation of the organization. This position involves defining the ideal operational framework and steering automation and AI teams to realize it. You will lead the Operations function, encompassing Business Operations, IT/Systems, and Back Office, collaborating across teams to implement technology-enhanced processes that unlock efficiency.

Primary Responsibilities

• Take ownership of continuous improvement across core operational areas including business operations analysis, IT support and systems management, and back-office activities.
• Define the target operating model to establish organizational efficiency, then convert this vision into practical automation and AI initiatives, directing relevant teams to execute them.
• Collaborate with team leads to identify slow, manual, or error-prone workflows and develop automations that increase speed and accuracy, remaining engaged with the work to quickly iterate on improvements.
• Function as the operational efficiency driver for the broader group by creating repeatable optimization playbooks based on successful Ghana operations and assisting market leads in adapting and implementing them locally.
• Ensure compliance with regulatory standards related to information security, business continuity, and data protection by embedding audit-ready controls in workflows alongside Compliance, Risk, and Internal Audit partners.
• Oversee relationships with technical service providers and vendors, managing performance, contracts, redundancy, and contingency measures.
• Lead operational preparedness for new product launches and contribute operational insights during product design phases.
• Manage the operations budget while achieving measurable efficiency improvements.
• Develop a high-performing operations team through coaching and active involvement in delivery efforts.

Required Qualifications and Skills

• Deep expertise in operations with a clear strategic vision for organizational efficiency, process optimization, systems and IT oversight, and digital transformation, capable of defining an operating model and guiding automation and AI implementation.
• At least 8 years of operations experience, including a minimum of 3 years in leadership roles within dynamic, fast-growing environments.
• Strong systems thinking and ownership mentality; able to interpret data insights into actionable operating decisions, with a proven history of reducing costs or improving processes via automation from ideation to widespread deployment.
• Competency in automation, integration, and data technologies sufficient to direct technical build efforts effectively, even without direct coding involvement.
• Experience collaborating cross-functionally to co-create technology-enabled workflows.
• Proven skills managing technical vendor relationships, including overseeing contracts, monitoring performance, budgeting, and compliance.
• Aptitude for designing scalable operational procedures and controls suitable for increasing volume and complexity.
• Hands-on, solution-oriented approach, maintaining close connection to operational activities.
• Familiarity with AI and automation tools, especially low-code platforms, is advantageous.
• Prior experience working in fintech, telecommunications, digital services, or technology-driven organizations with multi-market collaboration is a plus.

Benefits and Opportunities

• Join a rapidly expanding fintech business dedicated to reshaping financial inclusion across Africa.
• Receive competitive salary along with an inclusive benefits package.
• Gain exposure to innovative technologies and cutting-edge tools.
• Work within a collaborative, dynamic, and creative company culture.
• Access ample opportunities for career advancement and skill development.