General Manager at ManPower Services

Our client is a well established Micro-credit firm. They wish to recruit a General Manager to oversee their operations. The successful candidate will be based in Nairobi but can be posted to the regions the company operates

Job Profile

General Manager is responsible for performance and administration of assigned branch, provisioning of financial services, customer service and performance of Field Officers, concentrating on the poorly performing Field Officers, providing them guidance and assistance.

Other key responsibilities include overdue management, branch expense requisition and settlement, daily branch related transactions, inputs data in the Loans Management System (LMS), liaising with local administrative authorities for legal matter related to branch operations, preparing and sending different reports as per required.

While performing the above responsibilities, the General Manager must ensure that he/she and team members follow the Company’s core values, code of conduct and other institutional policies

Job Responsibilities

Business development

• Conducts area survey and gathers data required for sourcing new customer
• Oversees in setting up of new branch
• Oversees in allotment of working area to Field Officers
• Guides Field Officers in developing new business
• Sustains current business and clients by understanding their needs and requirements

Product Development

• Guided by market intelligence, develops new products to meet client needs
• Develops new products that will appeal to and attract new and existing client base

Loan Assessment and Approval

• Obtains all information from Field Officers required to make loan assessment
• Checks loan documents as per prevailing policy and ensures they are up to standard
• Conducts Group Recognition Test (loan assessment) as per policy
• Makes recommendations to grant or reject loan applications as per policy and guided by the loan assessment outcome carried out

Loan Disbursement

• Prepares and sends requisition for disbursement of loan to Accounts department
• Ensures that all required documents for disbursement are prepared
• Ensures that loan applications are processed within defined turnaround time (TAT) in the operational policy
• Disburses approved loans to the client upon receipt of loan processing fees and other fees (e.g. insurance premium)

Monitoring

• Ensures core values, code of ethics and operational policies of the company are adhered to strictly in pursuit of business growth
• Maintains, updates and records data accurately on a regular basis
• Plans and monitors daily activity of FOs
• Visits field regularly to observe pre-meet, verification, disbursement, repayment and overdue management processes – to ensure these processes are followed in compliance of the operational policy and procedure
• Checks and ensures MIS entries made by FOs are correct and complete
• Fills and approves all Branch Activity Register
• Reviews all loan documents to ensure proper documentation
• Ensures proper and timely actions taken against unqualified findings
• Maintains records & registers to ensure proper reporting

Debt Collection

• Ensure the past due policy is adhered to
• Manage the collection process of each due loan in accordance to loan issuing contracts
• Assist Field Officers in tackling past due loans
• Oversee that status reports of all past due loans are submitted by the FOs and reviewed on a daily basis

Workforce Management

• Provides guidance and training to the entire team
• Provides feedback to the team to improve performance
• Resolves internal conflicts at the branch level
• Assists in recruitment and training of new employees
• Provides feedback for confirmation and promotions of branch team to HR department

Administration

• Locates office premises for new branch
• Purchase fixed asset items
• Coordinates with HR and Admin department for compliance of legal matters related to branch opening (rental agreement, trade license, commercial electric meter, registration under Shops & Establishments Act)
• Prepares branch expenses requisition and submits to accounts and settles the same
• Follows up with the Chairman to resolve any branch support related issues

MIS and Reporting

• Checks for timely and accurate data entry in the LMS
• Shares timely information required by the Chairman and Board
• Prepares different reports like disbursement, repayment, overdue, OPSUM etc., sends and presents to the Chairman and Board

Portfolio and Risk Management

• Maintains high quality portfolio by taking preventive and curative measures
• Ensures low customer drop-out, high Center attendance & quick loan processing

Public Relations

• Builds rapport with micro-finance staff, community leaders, landlord and neighbours
• Meets local community and association members to educate them about the Company and its products
• Develops rapport with other MFIs in the area to help gain market intelligence
• Conducts customer meets and interviews to gather data required to determine need of customers and assess customer satisfaction about the Company
• Goes for client and site visits with FOs to monitor progress and gain firsthand knowledge on these clients

Budget Planning and Management

• Develops the yearly budget for the micro-finance
• Monitors and reviews the budget on a weekly and monthly basis
• Oversees the preparation of the monthly financial statement against the budget on a monthly basis
• Presents the monthly financial statements to the Chairman and Board
• Balances quality of work with meeting deadlines and budget constraints

Planning

• Monitors work against objectives and set targets for team
• Prepares work plan and sets targets for oneself and team
• Measures progress against targets and revises work plan accordingly
• Provides timely performance feedback to the Chairman and Board
• Coordinates work plans with others to accomplish common objectives
• Anticipates problems and issues, and responds to them in real time accordingly

Organizational Perspective

• Connects work to the overall mission of the organization
• Understands related functions of department, along with its plan and anticipates possible implications of own work

Managing Relationship

• Maintains harmonious relationships with members within and outside the organization
• Works effectively as a member of a team
• Builds credibility and trust with colleagues, superiors, the Chairman and the Board
• Listens to employees and provides solution and advice

Decision making and problem solving

• Anticipates problems and issues, and responds to them promptly and accordingly
• Gathers information to identify issues and possible solutions for problems that affect the team/department
• Demonstrates capacity for inductive and deductive problem solving on key issues, using past experience and technical knowledge in identifying appropriate solutions
• Makes decisions in a timely manner and assumes joint responsibility for end-results
• Implements solutions within the proper scope of authority
• Ensures that all parties involved in and affected by decisions made are properly informed

Knowledge of Relevant Technology

• Uses relevant technology and equipment (computers, software) to enhance own learning and improve productiveness and quality of service
• Mentors others in the use of tools and technology
• Uses listening tools online and their relationship for keeping oneself and team members updated on various events occurring in the market

Qualifications

• Minimum Qualifications: Graduation (B. Com / B.Sc.) Minimum Experience: 1-2 year (General management), Loans System knowledge
• Desired Skills: Good communication, analytical and interpersonal skills and intermediate computer knowledge