Assistant Branch Manager - Voi Branch at Mwananchi Credit Ltd

Job Purpose

Assistant Branch Manager will assist the Branch Manager in running the day-to-day branch operations. This includes ensuring operational efficiency, enforcing compliance with company policies, leading the collections team, and maintaining excellent customer service standards. The role also involves overseeing financial planning, managing staff performance, and ensuring the branch meets its performance targets.

Key Responsibilities

Collections Management

• Develop and implement strategies to optimize collections performance and minimize delinquencies.
• Monitor collection targets and take corrective actions where necessary.
• Supervise daily due list collections and follow-up processes.
• Guide and support the collections team for effective follow-up and resolution of issues.
• Oversee all collection timelines, including reminders, demands, and repossessions.
• Manage vehicle sales from the yard and follow up on legal and title deed accounts.
• Ensure a 10% monthly reduction in PAR and meet collection targets consistently.
• Maintain accurate updates on client accounts and arrears.

 Internal Controls & Procedures

• Ensure full compliance with company policies, operational procedures, and risk controls.
• Oversee branch operations, including timely opening and closing, staff readiness, and overall cleanliness.
• Enforce adherence to KYC and AML requirements for all new and existing customers.
• Achieve at least a 90% audit score through effective closure of audit issues.
• Prepare and submit accurate branch reports on time.
• Serve as the liaison between the branch and the Finance Department.
• Support financial planning and budgeting for the branch.

Financial Performance

• Ensure branch goals align with company objectives.
• Oversee accurate loan booking and portfolio management (liquidations, restructures, and repeat business).
• Drive customer acquisition, retention, and sales growth.
• Ensure timely submission of rent, utilities, and other operational costs.
• Support anti-money laundering initiatives and report suspicious transactions.

Customer Experience

• Support the Branch Manager in coordinating branch initiatives that improve customer satisfaction.
• Handle and resolve customer issues promptly within the company’s set turnaround time.
• Maintain the company’s image through professional branch and staff presentation.
• Engage customers regularly to build loyalty and trust.
• Promote company products through cross-selling and information sharing.

Learning & Development

• Mentor, coach, and train branch staff on operational excellence and performance improvement.
• Facilitate staff rotation to enhance learning and exposure.
• Participate in setting performance goals and conducting appraisals.
• Ensure all staff meet required training hours through internal and external sessions.

Employee Management

• Manage the performance of operations staff within the branch.
• Handle disciplinary issues professionally and in line with company policies.
• Plan and manage leave schedules for operations staff.
• Foster a culture of accountability, teamwork, and growth within the branch.

Qualifications and Experience

• Bachelor’s degree or diploma in Business, Finance, Banking, or a related field.
• A Master’s degree is an added advantage.
• Professional qualifications such as CPA, Banking, or Finance certification preferred.
• Minimum of 3 years’ experience in financial services, preferably within a banking or microfinance environment.
• Strong understanding of branch operations, credit processes, and financial products.
• Proven record of managing teams, achieving targets, and providing excellent customer service.