Branch Executive
The candidate in this position will be responsible for growing the branch loan portfolio and ensuring the branch is profitable and efficient in its operations. The Branch executive will be responsible for supervising a team of staff at the branch in all the disbursement, collection and recovery efforts to ensure the set branch growth and profitability targets are met.
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: The Branch Executive will execute the following key duties and Responsibilities
Revenue and portfolio growth
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 and 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
Portfolio Quality
Follow the credit policy to ensure good portfolio quality at the branch with special focus on the following;
Supervision of execution of policy guidelines at the branch especially with regards to allocation of tasks to the team and follow up
All round data analysis and interpretation of portfolio data to guide decision making at the branch
Onground support for portfolio quality improvements as advised by the Credit team
Supporting and / or active participation in recovery operations
Building relevant Community Relations
Act as a liaison between Tugende and local authorities in your area of operation
Benchmarking, market research and intelligence and self-education of the business environment.
Intentionally build partnerships with entities or persons that matter in the business environment and build synergies to grow the business e.g, Police and other security agencies, local authorities, suppliers, businesses etc.
Customer relations monitoring through gathering feedback, spot checking, problem solving and timely escalation where necessary.
Team Management
Provide strong leadership to the operations teams at the assigned branch to ensure the achievement of set targets and expense control
Supervise staff to ensure smooth operations and service delivery at the branch level
Supervise and coordinate the safety and security function at the branch
Train and coach, all field teams and support functions on Tugende operations, expectations, core values, rules and regulations
Participate in the regular performance reviews for the branch staff
Ensure proper support to the branch by the head office functions
Customer Service
Creating a good customer care environment at the branch that ensures customer satisfaction. This implies efficiency of response and resolution for customer requests, proper understanding of customer needs
Understand and respond to client’s questions and challenges
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)
Ensuring proper and timely assets lease i.e. acquiring necessary documentation and ensuring assets are disbursed on timemanagement
Monitor client’s lifecycle from onboarding, payment schedules to final closure of issuance of logbooks
Attracting new customers and expanding customer base in the assigned geographical regions
field operationsManage
Support the collection, recovery process and client’s vetting processes
Ensure proper implementation of operations policies and procedures
Reporting
Submit operations status reports to supervisors indicating progress, challenges and way forward
Strengthen existing stakeholder engagements and local partnerships, e.g, Police and other security agencies, local authorities, suppliers. Also establish contacts that are necessary for business operations in cases where they do not exist.business
Identify new business opportunities within the region
Manage Branch Administration
Custodian of all Branch resources to ensure that they are properly utilised and accounted for.
Ensuring the branch is profitable by increasing sales, monitoring expenses, portfolio performance and efficient operations
Propose process, procedure and cost-efficiency improvements for the branch
Ensure a conducive working environment with all the required resources for team productivity
Qualifications, Skills and Experience:
Bachelor’s Degree or equivalent in business administration/ management
At least 3+ years of management or supervisory experience. Prior experience in asset finance/microfinance preferred.
Unquestionable degree in integrity, transparency and professionalism
Riding Competence is a requirement for this position
Excellent analytical skills
Excellent communication and interpersonal skills
Highest degree of dependability and commitment.
Ability to connect with customers, colleagues and the community, and spot talent in others
High degree of Flexibility and resilience; willingness to travel, work in rural areas, flexible in schedule and work hours, seeking direct feedback and seeing every challenge as an opportunity to grow