Branch Manager

The Branch Manager is tasked with ensuring the efficient, effective, and profitable operation of all branch activities. As the authorized legal representative at the branch, this role is pivotal to the branch’s growth, expansion, and compliance. The Branch Manager provides leadership and supervision to all branch staff, including Account Managers, Technicians, and Customer Relations Officers, ensuring productivity, accountability, and alignment with the company’s strategic objectives.

Key Responsibilities

Branch Operations & Field Oversight

• Lead and manage all branch operations including Sales, Customer Service, HR, and administration in line with Tugende’s goals.

• Exercise prudent management over all branch resources such as personnel, tools, assets, and financials, maintaining accurate records at all times.

• Drive profitability, scale branch reach, and enhance portfolio performance through effective strategies.

• Maintain an operational forecast model to anticipate client demand, manage inventory, and project disbursements across weekly, monthly, quarterly, and annual periods.

• Enforce adherence to company policies, operational standards, and procedures across all branch activities.

• Oversee inventory processes including goods receipt, stock level updates, and asset tracking.

• Conduct routine checks and internal audits to assess risk and improve inefficient processes.

• Identify asset diversification opportunities to minimize risk exposure.

• Conduct market research and analysis to explore new business opportunities and address current portfolio gaps.

• Champion the use and adoption of company IT systems and technology across the branch.

Customer Experience & Relationship Management

• Foster strong community and client relationships by delivering high-quality, responsive service that enhances customer satisfaction and loyalty.

• Build staff capacity in delivering prompt and effective support throughout the customer journey.

• Conduct regular field visits to educate clients on available services and payment options, while strengthening trust and engagement.

Team Leadership & Performance Management

• Set clear goals and expectations for staff, monitor outcomes, and provide continuous coaching to ensure high performance.

• Manage underperformance proactively in accordance with company guidelines and practices.

• Evaluate team development needs and implement personalized growth and performance plans.

• Review and authorize branch work schedules, ensuring optimal staff deployment to meet service demands.

Qualifications and Skills

• Diploma or degree in Business, Finance, or a related field.

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

• Proven ability to manage and inspire teams.

• Experience in evaluating staff performance and driving results.

• Valid Class A2 and B motorcycle and vehicle licenses are required.

• Strong communication and interpersonal skills.

• High integrity, professionalism, and dependability.

Core Competencies and Personal Attributes

• Innovative Thinking: Generates impactful ideas and improvements that enhance branch output and efficiency.

• Accountability: Takes ownership of responsibilities, meets commitments, and ensures others do the same.

• Service Excellence: Applies best practices in customer service to meet and exceed client expectations.

• Planning & Organization: Sets clear priorities, allocates time and resources wisely, and adjusts plans proactively.

• Interpersonal Skills: Builds collaborative and respectful relationships with colleagues and clients.

• Effective Communication: Communicates clearly and appropriately both in writing and speaking.

• Professionalism: Embodies Tugende’s values in all interactions, maintaining empathy and approachability.

• Positive Outlook: Demonstrates enthusiasm, adaptability, and persistence in finding sustainable solutions.

• Flexibility & Resilience: Open to travel and rural assignments, adaptable to changing schedules, and committed to personal and professional growth.

What You’ll Gain

• Career Growth: High potential for advancement as the organization expands.

• Learning Opportunity: Develop skills in a fast-paced, data-driven setting using analytics for decision-making.

• Meaningful Impact: Play a role in empowering entrepreneurs and transforming local economies.

• Team Culture: Join a dynamic, collaborative, and supportive work environment.

• Full-Time Role: This is a full-time opportunity with room to grow as new tasks and initiatives arise.