Key Duties and Responsibilities

Branch and Field Operations

• Direct oversight of all branch operational activities including sales, customer relations, and administration.
• Driving profitability and portfolio expansion through strategic planning and execution while ensuring prudent management of company resources and inventory through meticulous record-keeping and routine audits.

Revenue Generation 

Lead the team from the front in ensuring that there is sufficient and sustainable revenue  generation from the branch through the following;

• Driving Marketing initiatives for promoting Tugende products
• Allocation of tasks and resources aimed at generating leads, lead conversion and actively ensuring execution
• Timely escalation of issues  that impede revenue generation and requests for support
• Close supervision of the customer service and efficiency in the sales process.

Credit and Risk Management

• Management of the entire credit lifecycle from origination and assessment to disbursement and recovery.
• Implementing strategies to maintain portfolio quality and minimize non-performing loans, while conducting market surveys to identify emerging risks and growth opportunities for the target market.

Customer Service Excellence

• Upholding high service standards by resolving escalated complaints and building rapport with the community.
• Strengthening customer engagement through routine stage visits and service initiatives aimed at driving satisfaction, retention, and long-term brand loyalty.
• Train other team members, especially the field team to provide good customer service to clients and timely resolution of customer queries.
• Understand the customer journey by regularly participating in customer activities (e.g. classes, vetting visits, calls and visits to clients, impounding events, lease completion activities, and lease termination activities).
• Monitor  client’s  lifecycle from onboarding, payment schedules to final closure of issuance of logbooks.

Budgets and Forecasting

• Oversight of branch budgeting and financial forecasts, including active management of the Branch P&L.
• Monitoring track and report on resource utilization versus approved budgets while developing forecast models for demand and sales to guide operational planning.

Team Performance Management

• Setting clear performance expectations and providing constructive coaching to drive high team productivity.
• Managing staff development plans, ensure optimal resource allocation and address performance gaps in accordance with company best practices.

Compliance and Reporting

• Enforcing strict adherence to Tugende policies, SOPs, and regulatory standards including KYC/AML and data protection.
• Preparing comprehensive daily and monthly performance reports for management that highlight emerging trends and asset status.

Technological Uptake and Controls

• Supporting the implementation of company IT guidelines and promoting the adoption of digital tools across the branch.
• Ensuring all client agreements are accurately documented and archived while maintaining operational discipline through robust internal controls.
• Ensuring proper and timely assets lease management i.e. acquiring necessary documentation and ensuring assets are disbursed on time.

Key Qualification, Experience, Working Condition  and Abilities

• Bachelor’s degree in Business, Finance, Microfinance, Economics, or related field.
• At least 5 years’ experience in the financial services sector, including 2–3 years in a supervisory or 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 suites  and CRM.
• Motorbike Riding Competence Class A2 , is a MUST requirement for this position.