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. 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.
- Maintain a forecast model that analyzes client optimal utilization to guide stock demands, manage the backlog through prioritizing, and a disbursement forecast.
- Providing direction to branch teams by ensuring strict adherence to standard Operating procedures and guidelines.
- Branch inventory management, including supervision of received stock and recording stock levels.
- Perform branch routine checks and spot-on audits to assess risk and identify process improvements.
- Portfolio Diversity - propose and recommend other assets for investment.
- Market survey and analysis to identify new opportunities for Tugende’s target market.
- 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 at the branch by supporting the implementation of IT Guidelines.
- Ensure that all client agreements company copies are sent to the country office for archiving.
- Oversee and promote staff welfare within the branch to ensure a safe, secure, healthy, and supportive work environment.
Customer Service Excellence
- Resolve all escalated branch customer complaints promptly and professionally.
- Building Rapport with the customers and the community to drive satisfaction and retention.
- Upskill the team to focus on timely and quick service delivery.
- Build a relationship with customers through routine stage visits and product education.
Budgets and Forecasting
- Budget and financial forecast for the Branch resources including Utilities, Office supplies, and Stationery.
- Overall budget management through monitoring and reporting on branch utilization versus the approved budget.
- Timely approval of branch requisitions and planning of the branch P&L.
Performance Management
- Set clear expectations, monitor team performance, and provide constructive feedback and coaching.
- Identify and assess areas for personal and professional development and manage performance plans.
- Review and approve the team’s work plan (branch shifts).
Compliance and Reporting
- Enforce adherence to company policies, legal requirements, and regulatory guidelines.
- 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.
- Review monthly asset reports and track sales initiatives.
Key Qualifications and Experience
- Bachelor’s degree in Business, Finance, Microfinance, Economics, or related field.
- At least 5 years’ experience in the financial services sector in Mombasa.
- 2–3 years in a supervisory or branch leadership role.
- 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.
How to Apply
Interested and qualified candidates should apply online via the Tugende application portal on Google Docs at https://www.myjobmag.co.ke/apply-now/1159997. Applications are reviewed as they come in, and the role may be filled once a suitable candidate is identified.
