Branch Leader at Tugende

About this Role:

The candidate in this position will be responsible for overseeing the efficient and profitable operation of all branch activities. He / She is tasked to make decisions on behalf of the company entrusted with the branch growth. The role will be based in Kenya, with occasional travels to Uganda.

The Branch Leader will execute the following key duties and Responsibilities:

Branch management

• Responsible for the branch financials
• Responsible for goal setting and goal Achievement
• Responsible for the achievement of key metrics, including quality portfolio and growth metrics
• The main coordinator of external stakeholders including local regulators

Team Management

• Provide strong leadership to the operations team at the branch to ensure the achievement of set targets and expense control.
• Supervise staff to ensure smooth operations and service delivery at the branch.
• Supervise and coordinate the safety and security function at the branch
• Train and coach all field team and support functions on Tugende operations, expectations, core values, rules and regulations
• Participate in the regular performance reviews for the branch staff
• Responsible for talent development and career planning for staff using tools and resources provided by the Company
• Request for needed support from head office to ensure effective team and branch operations.

Customer Service

• Understand and respond to client’s questions and problems
• Train other team members, especially the field team to provide good customer service to clients and resolve client complaints within the specified timelines
• Understand the customer experience by regularly participating in customer activities (e.g. Training, vetting, calls and visits to clients, impounding events, lease completion activities, and lease termination activities when necessary)
• Ensuring proper and timely assets lease management i.e acquiring necessary documentation and ensuring assets are disbursed on time.
• Monitor client’s lifecycle from onboarding, payment schedules to final closure of issuance of logbooks.
• Attracting new customers and expanding customer base in the assigned geographical regions
• Support Company’s and /or product marketing and information campaigns

Manage field operations

• Support the collection, recovery process and client’s vetting processes
• Ensure proper implementation of operations policies and procedures

Reporting

• Submit operations status reports to management indicating progress, challenges and way forward
• Serve as the point of contact for all stakeholder engagements and local business partnership relationships, including regulators.
• Identify new business areas within the region

Manage administrative functions for the branch by ensuring:

• Custodian of all Branch resources and ensure that they are properly utilized.
• Propose processes, procedures and cost-efficient improvements for branch operations.
• Ensure a conducive working environment with all the required resources for team productivity.

Note: This job description gives a general guideline, and therefore does not include an exhaustive list of all duties and responsibilities

Requirements

Knowledge, experience, skills and qualification;

• Bachelor’s Degree or equivalent in Business
• At least 4+ years of management or supervisory experience. Prior experience in asset finance/microfinance preferred.
• Experience with Microsoft Office Suite and/or G-Suite as well as teleconferencing software such as Google Meet and Zoom
• Unquestionable degree in integrity and transparency.
• Riding competence is a requirement for this position and must be obtained prior to start
• Excellent analytical skills.
• The highest degree of dependability and commitment.
• Connect with customers, colleagues and the community, and spot talent in others
• Fluent in Kiswahili and at least two key local languages of Kenya.