Branch Manager at Maisha Bora Sacco Ltd

Job Purpose:

• Reporting to the Chief Executive Officer (CEO), the Branch Manager will be responsible for driving branch business growth, operational efficiency, portfolio quality, member experience, compliance, and overall branch performance.

Key Responsibilities:
Branch Performance & Business Growth

• Drive branch growth in membership, deposits, and loan portfolio
• Develop and implement branch business development and growth strategies
• Identify, pursue, and convert new business opportunities within the branch catchment
• Ensure achievement of monthly, quarterly, and annual performance targets
• Monitor branch profitability and revenue versus cost performance
• Drive branch productivity and sustainable business growth

Lending & Credit Management

• Oversee loan origination and appraisal processes at branch level
• Ensure adherence to credit policies, procedures, and lending standards
• Support quality loan assessment, documentation, and approvals
• Monitor portfolio quality including PAR, arrears, and delinquency trends
• Implement recovery initiatives and escalate high-risk exposures promptly
• Ensure prudent credit risk management within the branch

Customer Experience & Relationship Management

• Ensure delivery of exceptional member service and customer experience
• Handle escalated customer complaints and ensure timely resolution
• Drive member retention and relationship management initiatives
• Promote cross-selling and uptake of SACCO products and services
• Strengthen branch visibility and customer engagement within the market

Branch Operations & Compliance

• Ensure smooth and efficient daily branch operations
• Enforce operational controls, cash handling procedures, and risk management practices
• Ensure compliance with internal policies, regulatory requirements, and audit standards
• Safeguard branch assets, records, and operational integrity
• Maintain proper documentation, filing systems, and audit readiness

Team Leadership & People Management

• Supervise, lead, and motivate branch staff to achieve performance targets
• Allocate responsibilities and monitor staff productivity and accountability
• Provide coaching, mentorship, and on-the-job training
• Conduct staff performance reviews and recommend development interventions
• Foster a high-performance and customer-centric culture within the branch

Reporting & Performance Monitoring

• Prepare and submit weekly, monthly, and quarterly branch performance reports
• Track branch KPIs including deposits, loans, recoveries, revenues, and new accounts
• Analyze branch performance trends and provide actionable insights to management
• Ensure accuracy, completeness, and integrity of branch data and reports

Stakeholder Engagement & Business Development

• Build and maintain relationships with local institutions, employers, businesses, and community groups
• Represent the SACCO in branch-level engagements and networking forums
• Support marketing campaigns, activations, and outreach initiatives
• Identify partnership opportunities that support branch growth objectives

Specification Requirements:

Education & Qualifications:

• Bachelor’s degree in Business Administration, Finance, Banking, Economics, Cooperative Management, or a related field
• Professional qualifications in banking, credit, finance or management will be an added advantage

Experience:

• Minimum of 7 years’ experience in banking, SACCO, or microfinance environment
• At least 2 years in a supervisory or branch leadership role
• Experience in lending, branch operations, and business development is required

Technical Skills & Competencies:

• Strong business development and sales skills
• Leadership and people management capability
• Excellent analytical and problem-solving skills
• Strong communication and interpersonal skills
• High integrity, accountability, and professionalism
• Strong understanding of SACCO operations and credit management