Tugende is a for-profit social enterprise that uses asset finance, technology, and a customer-centric model to help informal sector entrepreneurs dramatically increase their economic trajectory. The Branch Leader is responsible for providing leadership to the entire branch team for business growth while ensuring optimal resource allocation. As the primary representative of the company in the branch’s area of operation, you will act as the key contact between Tugende and the local business community.
The successful candidate will exemplify and embrace Tugende’s Core Values: Integrity, Empathy, Solutions Oriented, Work as a Team, and Always Growing.
Key Duties and Responsibilities
Branch and Field Operations
Direct and supervise all branch operational activities, including Sales, Customer service, Human Resources, and administration.
Ensure prudent management of branch resources, including human resources, assets, tools, and equipment.
Implement strategies to improve productivity and operational performance to achieve financial targets.
Maintain a forecast model for client utilization to guide stock demands and disbursement forecasts (weekly, monthly, quarterly, and annually).
Ensure strict adherence to Standard Operating Procedures (SOPs) and compliance with all Tugende policies.
Manage branch inventory, including supervision of received stock and detailed record-keeping for each asset.
Perform routine checks and spot audits to assess risk and identify process improvements.
Propose asset diversification to limit exposure and perform market surveys to identify new opportunities.
Oversee loan origination, credit assessments, and approval processes in line with credit policy.
Implement strategies for recovering overdue accounts and managing non-performing loans.
Support technological uptake at the branch level and ensure client agreements are properly archived.
Promote staff welfare and maintain a safe, secure, and supportive work environment.
Customer Service Excellence
Resolve escalated customer complaints promptly and professionally.
Build rapport with customers and the community to drive satisfaction and retention.
Upskill the team on timely service delivery before, during, and after purchases.
Conduct routine stage visits to educate customers on product types and payment plans.
Budgets and Forecasting
Manage financial forecasts for branch resources (utilities, office supplies, stationery).
Track and report on branch utilization versus the approved budget.
Review and approve branch requisitions and manage the Branch Profit & Loss (P&L).
Performance Management
Set clear expectations, monitor performance, and provide constructive feedback/coaching.
Develop and manage performance improvement plans for the team.
Approve team work plans and ensure resources are in place at all times.
Compliance and Reporting
Enforce adherence to company policies, legal requirements, and regulatory guidelines (KYC/AML, data protection).
Prepare and submit daily, weekly, and monthly performance reports to management.
Review monthly asset reports and track sales initiatives.
Requirements and Qualifications
Bachelor’s degree in Business, Finance, Microfinance, Economics, or a related field.
At least 5 years’ experience in the financial services sector.
2–3 years of experience 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.
Proficiency in Google Suite and CRM systems.
Motorbike Riding Competence (Class A2) is a MUST requirement for this position.
Working Conditions
This is an office and field-based role with frequent client interactions.
How to Apply
Interested and qualified candidates should apply by visiting the following link: Apply for Branch Leader at Tugende. This will redirect you to the application form hosted on Google Docs. Ensure you have your CV and relevant details ready for submission.
