Vice President of Operations - (VP Ops) at Kuda Bank

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.