Role Overview

Mission Mobile is looking for a highly capable, commercially minded Head of Operations to own the day-to-day execution engine of the business.

This is not a traditional operations role. The successful candidate will sit at the intersection of sales performance, customer operations, collections, credit risk, data, and AI-driven automation. The role requires someone who can manage physical sales channels and operational teams, while also helping design the data, agentic workflows, and decisioning systems that allow Mission Mobile to scale efficiently.

The Head of Operations will be responsible for building an operating model that is highly measurable, highly automated, and deeply connected to the commercial performance of the business.

Key Responsibilities

**1. AI and Agentic Operations

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Lead the automation of Mission Mobile’s front-end customer operations, with a focus on using AI agents to improve efficiency, service quality, and collections outcomes.

Responsibilities include:

• Identify and map all high-volume customer queries, service requests, arrears journeys, collections interactions, and operational workflows.

• Work closely with an AI Engineer / Agentic Solutions Engineer to design and deploy AI-powered workflows across customer service, sales support, and collections.

• Build a clear roadmap for which customer and operational processes should be automated, semi-automated, or remain human-led.

• Ensure AI agents are trained, monitored, improved, and governed properly.

• Develop escalation rules where human intervention is required.

• Track performance metrics such as query resolution time, collection conversion, customer satisfaction, cost per interaction, and agent accuracy.

• Create a culture where automation is used to scale service quality, not reduce accountability.

**2. Sales Operations and Channel Performance

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Own the operational performance of all sales channels, including physical retail channels, field teams, community sales channels, and any future direct sales structures.

Responsibilities include:

• Manage the performance of Mission Mobile’s sales channels across stores, malls, field teams, and community-based sales programmes.

• Ensure sales teams have the tools, scripts, training, reporting, and operational support required to perform.

• Own the link between sales activity and actual business quality, including approvals, activations, repayments, early arrears, and customer retention.

• Use CSP data to understand consultant performance, store performance, conversion funnels, drop-off points, and sales quality.

• Build leaderboards, reporting packs, incentive logic, and performance management tools for sales teams.

• Work with the commercial and product teams to improve sales journeys, onboarding flows, and consultant enablement.

• Identify underperforming regions, stores, consultants, and campaigns, and create clear action plans to improve them.

**3. Credit Risk and Decisioning Operations

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Own the operational implementation of Mission Mobile’s credit decisioning strategy, including the development and management of the first version of the scorecard.

Responsibilities include:

• Work with the credit, data, product, and leadership teams to build out Scorecard v1.

• Translate credit policy into operational rules that can be applied consistently across channels.

• Monitor approval rates, decline reasons, affordability outcomes, arrears, default trends, and repayment behaviour.

• Ensure decisioning is commercially balanced: strong enough to protect the business, but flexible enough to support growth.

• Build feedback loops between sales outcomes, repayment performance, and credit policy.

Identify customer segments, channels, products, or stores that show elevated risk.

• Support the development of future data-driven underwriting models using bank statement data, behavioural data, and repayment outcomes.

**4. Collections and Customer Lifecycle Operations

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Build and manage a collections operating model that is data-led, customer-aware, and increasingly automated.

Responsibilities include:

• Own the collections process from first missed payment through to escalation, device locking, payment recovery, and account rehabilitation.

• Design collections journeys across WhatsApp, SMS, email, AI agents, call centre, and human escalation.

• Track collections performance by cohort, product, channel, store, device type, and customer segment.

• Work with product and engineering to automate payment reminders, arrears notifications, payment links, device lock workflows, and customer responses.

• Ensure collections communication is firm, clear, and compliant while maintaining a fair customer experience.

• Continuously test and improve messaging, timing, channels, and escalation rules.

**5. DataDash / Township WiFi Build-Out

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Lead the operational build-out of Mission Mobile’s DataDash / township WiFi proposition.

Responsibilities include:

• Build the operating model for DataDash, including sales, installation, customer onboarding, router management, collections, support, and field operations.

• Define the required field team structure, agent roles, regional rollout plans, and performance metrics.

• Work with commercial and product teams to refine the customer proposition and go-to-market model.

• Build reporting around activations, usage, repayments, churn, router performance, and area-level profitability.

• Identify which townships, regions, and customer segments should be prioritised for rollout.

Ensure the product can scale operationally without becoming too manual or support-heavy.

Core Outcomes

The Head of Operations will be expected to deliver the following outcomes:

• A scalable operating model across sales, service, collections, and risk.

• AI-powered automation of high-volume customer and collections workflows.

• Strong sales performance reporting across physical and community channels.

• Clear operational ownership of CSP data and sales quality.

• A working Scorecard v1 and decisioning feedback loop.

• A measurable, data-led collections process.

• A structured rollout model for DataDash / township WiFi.

• Better visibility across the full customer lifecycle, from application to repayment to renewal.

• Improved approval quality, repayment behaviour, and operational efficiency.