Carbon Excellence Manager - Ghana

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.

• 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.

• 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