Branch Leader

The selected candidate will be responsible for the effective, profitable management of all operations at the branch level. Acting as the branch’s Power of Attorney, they will lead business development efforts and oversee its growth and expansion. This role includes day-to-day supervision of direct reports such as Account Managers, Technicians, and Customer Relations Officers, ensuring all branch staff remain accountable and productive.

Primary Responsibilities:

Branch and Field Operations

• Lead and manage all branch functions, including Sales, Customer Service, Human Resources, and Administration, aligned with Tugende’s goals.

• Ensure efficient use and oversight of branch resources—people, assets, tools, and equipment—while maintaining up-to-date records.

• Drive profitability and operational expansion by implementing productivity-enhancing strategies aimed at meeting financial targets.

• Maintain an active forecasting model to monitor client asset utilization, guide inventory needs, and plan disbursements to meet sales projections.

• Provide leadership through strict compliance with standard operating procedures, company policies, and employee guidelines.

• Oversee inventory: track incoming stock, supervise inventory records, and ensure accurate documentation of all assets.

• Conduct regular branch inspections and unplanned audits to assess risk, identify inefficiencies, and recommend corrective actions.

• Promote portfolio diversification by suggesting new asset investment opportunities to reduce concentration risks.

• Conduct market research to discover new business prospects and understand current asset performance.

• Champion tech adoption at the branch by ensuring staff follow IT policies and best practices.

Customer Service

• Build strong relationships with customers and the community, delivering top-tier service to enhance satisfaction and loyalty.

• Train staff to deliver timely, efficient support before, during, and after purchases.

• Engage directly with clients during site visits to educate them about service offerings and payment options.

Performance Management

• Set clear expectations, monitor progress, and offer feedback and coaching to foster high-performing teams.

• Address performance issues according to Tugende’s best practices.

• Identify employee development needs and implement growth plans.

• Approve team schedules, ensuring adequate resources are allocated to maintain seamless branch operations.

Qualifications, Skills & Experience

• Diploma or degree in a business-related field.

• At least 3 years of experience in microfinance, including 1 year in a leadership capacity.

• Strong leadership and team management abilities.

• Experience in evaluating and managing performance.

• Must possess a valid motorcycle (Class A2) and car (Class B) riding license.

• Excellent interpersonal and communication skills.

• High integrity, reliability, and commitment to responsibilities.

Key Competencies and Attributes

• Innovation: Creates effective solutions and new approaches that enhance team and company performance.

• Accountability: Takes ownership of tasks and ensures others do the same, aligning actions with company goals.

• Customer Focus: Understands and fulfills customer needs with excellence.

• Organizational Skills: Sets priorities, allocates resources effectively, and adapts plans as needed.

• Collaboration: Works well with clients and colleagues to achieve shared goals.

• Communication: Applies effective communication strategies in both verbal and written formats.

• Professionalism: Upholds the Tugende brand with empathy and respect in all interactions.

• Positive Attitude: Embraces challenges and works proactively toward sustainable solutions.

• Adaptability: Open to travel, flexible hours, and thrives in changing environments.

What You’ll Gain

• Career Growth: Opportunity for upward mobility as the company expands.

• Professional Development: Learn how to thrive in a data-driven, high-speed environment and apply analytics to decision-making.

• Meaningful Work: Play a critical role in empowering entrepreneurs and transforming the boda-boda industry in East Africa.

• Team Environment: Join a vibrant, dedicated team in Kenya and Uganda that combines hard work with a sense of humor.

• Full-Time Opportunity: This role comes with full-time hours and opportunities for expanded responsibilities as the business evolves.