The Branch Leader is responsible for providing leadership to the entire branch team, driving business growth, and ensuring optimal resource allocation. This role acts as the key representative and contact between Tugende and the business community in the branch's area of operation.
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, including directing and supervising Sales, Customer service, Human Resources, and administration in accordance with Tugende’s Objectives and procedures.
- Prudent management of all branch resources (human resources, assets, tools, and equipment), ensuring proper records are maintained at all times.
- Ensure profitability, scale up operational radius, portfolio growth, and portfolio quality by implementing strategies to improve productivity and operational performance 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 predict periodic sales (weekly, monthly, quarterly, and annually).
- Provide direction to branch teams, ensuring strict adherence to standard operating procedures, guidelines, and compliance with all Tugende Policies and employee manuals.
- Manage branch inventory, including supervision of received stock, recording stock levels upon delivery, and tracking assets shipped out of the branch. Supervise the update of detailed records for each asset at the branch.
- Perform branch routine checks, actively run spot-on audits to assess risk and identify non-working processes, and advise management on necessary changes.
- Contribute to Portfolio Diversity by proposing and recommending other assets for investment to limit exposure to few assets.
- Conduct market surveys and analysis to identify new opportunities for Tugende’s target market and potential clients while assessing existing portfolio challenges.
- Oversee loan origination, credit assessments, and approval processes in line with company credit policy.
- Monitor 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 agreement 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.
- Build rapport with customers and the community, 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 financially forecast for the Branch resources to ensure smooth operation of the branch by managing Utilities, Office supplies, Stationery, etc.
- Manage overall budget by monitoring, tracking, and reporting on branch utilization versus the approved budget.
- Understand and ensure timely approval 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. Ensure poor performance is actively managed in accordance with Tugende’s best practices and processes.
- Identify and assess areas for personal and professional development; 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
Qualifications and Experience:
- Bachelor’s degree in Business, Finance, Microfinance, Economics, or a related field.
- At least 5 years’ experience in financial services, with 2–3 years in a supervisory/branch leadership role.
- Demonstrated experience in credit management, asset financing, portfolio growth, and sales.
Skills and Attributes:
- 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.
Working Conditions:
This is an office and field-based role with frequent client interactions.
