Branch Leader at Tugende

About the role

The branch leader is responsible for providing leadership to the entire branch team for business growth while ensuring optimal resource allocation. The branch leader is also the representative of the company in the branch’s area of operation, hence the key contact between Tugende and the business community.

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

Branch and Field Operations

• Oversight and coordination of all branch activities; directing and supervising all branch operational activities, including Sales, Customer service, Human Resources, and administration in accordance with Tugende’s Objectives and procedures
• Prudent management of all branch resources, including human resources, assets, tools, and equipment. He/she should ensure that proper records are kept at all times.
• Ensure profitability, scale up operational radius, portfolio growth, and portfolio quality by implementing strategies to improve productivity and operational performance in efforts to achieve the financial targets of the branch.
• Maintain a forecast model that analyzes client optimal utilization to guide stock demands, manage the backlog through prioritizing, and a disbursement forecast that predicts periodic sales (weekly, monthly, quarterly, and annually).
• Providing direction to branch teams by ensuring strict adherence to standard Operating procedures and guidelines in place, and compliance with all Tugende Policies and employee manuals.
• Branch inventory management, including supervision of received stock, recording stock levels when delivered, and as they are shipped out of the branch. Supervise the update of the detailed record of each asset at the branch.
• Perform branch routine checks, actively run spot-on audits to assess risk and identify processes that are not working, then engage management by advising on changes to be made to improve.
• Portfolio Diversity - propose and recommend other assets for investment to limit exposure to few assets.
• Market survey and analysis to identify new opportunities for Tugende’s target market and potential clients while assessing the existing portfolio challenges.
• Oversee loan origination, credit assessments, and approval processes in line with company credit policy.
•  Monitoring competitor activity and market trends to inform branch strategies.
• Implement strategies for recovering overdue accounts and managing non-performing loans.
• Ensure timely and effective loan disbursement to approved customers.
• Support technological uptake for everyone at the branch by supporting the implementation of the company's IT Guidelines and best practices.
• Ensure that all client agreements company copies are sent to the country office for archiving.
• Oversee and promote staff welfare within the branch by ensuring a safe,  secure, healthy, and supportive work environment, addressing employee concerns promptly, and facilitating initiatives that enhance morale, well-being, and work–life balance.

Customer Service Excellence

• Resolve all escalated branch customer complaints promptly and professionally.
• Building Rapport with the customers and the community, and ensuring they have a high quality of service aimed at driving Customer satisfaction and retention
• Upskill the team to focus on timely and quick service delivery for the customers before, during, and after purchases to satisfy customer needs
• Build a relationship with customers through routine stage visits and educate them on the different product types, services, and payment plans available.

Budgets and Forecasting

• Budget and financial forecast for the Branch resources to ensure smooth operation of the branch by managing Utilities, Office supplies, Stationery, etc
• Overall budget management through Monitoring track and report on branch utilisation versus the approved budget. 
• Understand and Timely approval of and accurate checking of branch requisitions, and planning of the operational and financial forecast of their branches. (Branch P&L)

Performance Management 

• Set clear expectations, monitor team performance, and provide constructive feedback and coaching to support high performance by ensuring that poor performance is actively managed in accordance with Tugende’s best practices and processes.
• Identify and assess areas for personal and professional development and develop, implement, and manage performance and development plans to enhance performance.
• Review and approve the team’s work plan (branch shifts), ensuring that the resources and capabilities required to undertake work are in place at all times to service the branch.

Compliance and Reporting 

• Enforce adherence to company policies, legal requirements, and regulatory guidelines at the branch for all business processes.
• Ensure compliance with asset financing laws, KYC/AML requirements, and data protection standards.
• Prepare and submit daily, weekly, and monthly branch performance reports to management, including emerging trends
• Review monthly asset reports (all assets at the branch).
• Track and report on sales initiatives at the branch

Key Qualifications, Experience, Working Conditions and Abilities

• Bachelor’s degree in Business, Finance, Microfinance, Economics, or related field.
• At least 5 years’ experience in financial services, with 2–3 years in a supervisory/branch leadership role.
• Office and field-based role with frequent client interactions.
• Demonstrated experience in credit management, asset financing, portfolio growth, and sales.
• High integrity, strong compliance orientation, and risk management awareness.
• Excellent communication, interpersonal, and report-writing skills.
• Ability to work under pressure, meet targets, and manage competing priorities.
• Analytical and problem-solving abilities.
• Proficiency in Google Suite and CRM