About the role
The
branch leader is responsible for providing leadership to the entire branch team
for business growth while ensuring optimal resource allocation. The branch
leader is also the representative of the company in the branch’s area of
operation, hence the key contact between Tugende and the business community.
The
successful candidate will exemplify and embrace Tugende’s Core Values of:
Integrity, Empathy, Solutions Oriented, Work as a Team and Always Growing
Key Duties and Responsibilities
Branch and Field Operations
- Oversight and
coordination of all branch activities; directing and supervising all
branch operational activities, including Sales, Customer service, Human
Resources, and administration in accordance with Tugende’s Objectives and
procedures
- Prudent management of all
branch resources, including human resources, assets, tools, and equipment.
He/she should ensure that proper records are kept at all times.
- Ensure profitability,
scale up operational radius, portfolio growth, and portfolio quality
by implementing strategies to improve productivity and operational
performance in efforts to achieve the financial targets of the branch.
- Maintain a forecast model
that analyzes client optimal utilization to guide stock demands, manage
the backlog through prioritizing, and a disbursement forecast that
predicts periodic sales (weekly, monthly, quarterly, and annually).
- Providing direction to
branch teams by ensuring strict adherence to standard Operating procedures
and guidelines in place, and compliance with all Tugende Policies and
employee manuals.
- Branch inventory
management, including supervision of received stock, recording stock
levels when delivered, and as they are shipped out of the branch.
Supervise the update of the detailed record of each asset at the branch.
- Perform branch routine
checks, actively run spot-on audits to assess risk and identify processes
that are not working, then engage management by advising on changes to be
made to improve.
- Portfolio Diversity –
propose and recommend other assets for investment to limit exposure to few
assets.
- Market survey and
analysis to identify new opportunities for Tugende’s target market and
potential clients while assessing the existing portfolio challenges.
- Oversee loan origination,
credit assessments, and approval processes in line with company credit
policy.
- Monitoring
competitor activity and market trends to inform branch strategies.
- Implement strategies for
recovering overdue accounts and managing non-performing loans.
- Ensure timely and
effective loan disbursement to approved customers.
- Support technological
uptake for everyone at the branch by supporting the implementation of the
company’s IT Guidelines and best practices.
- Ensure that all client
agreements company copies are sent to the country office for archiving.
- Oversee and promote staff
welfare within the branch by ensuring a safe, secure, healthy, and
supportive work environment, addressing employee concerns promptly, and
facilitating initiatives that enhance morale, well-being, and work–life
balance.
Customer Service Excellence
- Resolve all escalated
branch customer complaints promptly and professionally.
- Building Rapport with the
customers and the community, and ensuring they have a high quality of
service aimed at driving Customer satisfaction and retention
- Upskill the team to focus
on timely and quick service delivery for the customers before, during, and
after purchases to satisfy customer needs
- Build a relationship with
customers through routine stage visits and educate them on the different
product types, services, and payment plans available.
Budgets and Forecasting
- Budget and financial
forecast for the Branch resources to ensure smooth operation of the branch
by managing Utilities, Office supplies, Stationery, etc
- Overall budget management
through Monitoring track and report on branch utilisation versus the
approved budget.
- Understand and Timely
approval of and accurate checking of branch requisitions, and planning of
the operational and financial forecast of their branches. (Branch P&L)
Performance Management
- Set clear expectations,
monitor team performance, and provide constructive feedback and coaching
to support high performance by ensuring that poor performance is actively
managed in accordance with Tugende’s best practices and processes.
- Identify and assess areas
for personal and professional development and develop, implement, and
manage performance and development plans to enhance performance.
- Review and approve the
team’s work plan (branch shifts), ensuring that the resources and
capabilities required to undertake work are in place at all times to
service the branch.
Compliance and Reporting
- Enforce adherence to
company policies, legal requirements, and regulatory guidelines at the
branch for all business processes.
- Ensure compliance with
asset financing laws, KYC/AML requirements, and data protection standards.
- Prepare and submit daily,
weekly, and monthly branch performance reports to management, including
emerging trends
- Review monthly asset
reports (all assets at the branch).
- Track and report on sales
initiatives at the branch
Key Qualifications,
Experience, Working Conditions and Abilities
- Bachelor’s degree in
Business, Finance, Microfinance, Economics, or related field.
- At least 5 years’
experience in financial services, with 2–3 years in a supervisory/branch
leadership role.
- Office and field-based
role with frequent client interactions.
- Demonstrated experience
in credit management, asset financing, portfolio growth, and sales.
- High integrity, strong
compliance orientation, and risk management awareness.
- Excellent communication,
interpersonal, and report-writing skills.
- Ability to work under
pressure, meet targets, and manage competing priorities.
- Analytical and
problem-solving abilities.
- Proficiency in Google
Suite and CRM
How to Apply
