Carbon Excellence Manager, Kumasi, Ghana

Job Description

The position also involves driving initiatives to optimise customer usage, support charcoal displacement, and maintain carbon performance governance across all teams.

Duties and Responsibilities

End-to-End Distribution Quality & Compliance

• Own the country's distribution quality and compliance, ensuring alignment with operational and investor-required standards.
• Manage the Carbon Excellence Team to maintain high operational standards.
• Ensure 100% accuracy in customer data collection (onboarding forms, GPS locations, sales documentation, warranty records, eligibility proofs) and validate sales & activation data before submission to systems.
• Document all compliance rules, processes, and new policy updates, ensuring that the team remains up to date.
• Work closely with the training team to ensure that all compliance requirements are communicated and fully understood by the operations, sales, and customer experience teams.
• Conduct on-ground field monitoring and audits to verify that sales agents, customer experience, and operations teams follow approved processes.
• Identify and report any non-compliance risks, supporting mitigation actions where necessary.
• Prepare and present regular compliance reports to management, highlighting any gaps, improvements, and emerging trends.
• Support audits and ensure timely closure of compliance-related action items.

Data Integrity & Carbon Credit Safeguarding

• Detect and correct data issues early to prevent carbon credit losses and ensure compliance with carbon standards.
• Enforce audit-resistant documentation for all electric and biomass carbon processes, ensuring system integrity and data accuracy.
• Regularly validate customer data to ensure compliance with carbon credit requirements and detect any discrepancies in the data that could impact credits or regulatory compliance.

Usage Performance & Behaviour Change

• Monitor and enforce high-quality onboarding to ensure each customer receives proper usage training and guidance.
• Track and analyse customer usage data (daily/weekly), identifying low-usage households and executing follow-up support to drive usage recovery campaigns.
• Collaborate with CX and Sales teams to ensure timely execution of campaigns for low-usage customers.
• Train field teams on techniques that educate customers and increase daily stove use, reducing fallback to traditional charcoal.
• Lead initiatives that address common barriers to high-quality usage, including issues with power reliability, pot compatibility, and user errors.
• Monitor and ensure households reduce or eliminate charcoal use in line with carbon requirements.
• Conduct regular household audits to verify stove usage and fuel-switching behaviour, ensuring compliance with displacement targets.
• Identify barriers to effective charcoal displacement and lead corrective actions to ensure customers consistently adopt clean cooking methods.
• Provide insights to the Commercial and Product teams on fuel stacking patterns and recommend corrective measures.

Carbon Performance Governance

• Lead weekly carbon performance reviews with CX, Sales, Field Operations, and Product teams to assess risks, trends, and required actions.
• Ensure field compliance standards are consistently enforced across all teams.
• Escalate major risks to leadership, with well-structured recommendations and corrective action plans to mitigate any issues.

Customer Engagement for Carbon Optimisation

• Develop and implement customer education materials focused on usage, safety, and the long-term benefits of clean cooking.
• Lead community-based and digital engagement efforts to increase adoption and consistent usage of clean cooking technologies.
• Foster strong relationships with customers to drive improved engagement and sustainable behaviour change.
• Work with B2C teams to ensure customer messaging is standardised, accurate, and aligned with carbon project requirements.

Field Execution Quality Assurance

• Ensure that field teams strictly adhere to Standard Operating Procedures for customer onboarding, stove placement, usage training, and documentation.
• Conduct surprise spot-checks, agent audits, and household validations to assess field operations and quality.
• Identify non-compliant agents and recommend appropriate disciplinary action to maintain the integrity of the program.

Compliance and Usage Framework Development

• Develop Ghana-specific compliance and usage frameworks, considering cultural cooking practices, regional fuel stacking behaviour, and local regulatory requirements.
• Tailor carbon performance and compliance strategies to local contexts while maintaining global standards.

Reporting & Insights

• Provide weekly insight reports to senior leadership, highlighting trends in customer usage, charcoal displacement challenges, and data quality from the BI system.
• Identify opportunities for program optimisation based on data insights and support senior leadership in decision-making processes.

Key Performance Indicators (KPIs)

• Overall Compliance Accuracy: Maintain full compliance and data accuracy across all onboarding, documentation, and carbon processes.
• Risk Detection & Resolution: Identify and resolve compliance and operational risks within agreed timelines.
• Reporting & Governance Quality: Deliver all required compliance and carbon performance reports on time with reliable, actionable insights.
• Customer Usage & Adoption Performance: Achieve expected customer usage levels and successfully drive recovery efforts for low-usage households.
• Charcoal Displacement Assurance: Ensure households transition away from charcoal and meet carbon program requirements.
• Field Execution & Distribution Quality: Maintain high operational quality through strong adherence to SOPs and reduced field execution errors.
• Training & Capability Uplift: Improve team compliance performance and understanding through timely training and capacity-building.
• Continuous Improvement & Framework Development: Maintain strong governance through updated compliance frameworks and regular improvement initiatives.

Skills and Experience

• Bachelor's degree in Business, Operations, Quality Management, or a related field.
• Minimum of 5 years' experience in compliance, quality assurance, risk management, carbon projects, or operations management (preferably in a PAYGo, carbon, or clean cooking environment).
• Strong understanding of process controls, documentation standards, and risk management.
• Excellent communication and stakeholder management skills.
• Willingness and ability to conduct on-ground field monitoring across Kumasi and surrounding areas.
• Strong proficiency in data analysis, reporting, and analytical tools.
• Advanced skills in Microsoft 365 (Excel, PowerPoint, SharePoint, etc.).
• Self-motivated, able to work independently, and capable of managing tasks with minimal supervision.