Branch Leader at Tugende- Nairobi

About the role

• The candidate in this position will oversee the efficient and profitable operation of all the branch activities. He/She is the designated power of Attorney at the branch and is responsible for the growth and expansion of the branch. The Branch Leader is responsible for supervising his direct reports, including the Account Managers, Technicians, and Customer Relations Officers on a day-to-day basis, and ensuring that all staff at the branch are productive and accountable.

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.
• 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 operations performance in efforts to achieve the financial targets of the branch.
• Maintain a forecast model that analyzes client optimal utilization to guide on stock demands, manage the backlog through prioritizing and 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 to all Tugende Policies and employees manual.
• 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 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.
• Support technological uptake for everyone at the branch by supporting the implementation of the company\’s IT Guidelines and best practices.

Customer Service

• Building rapport with the customers and the community and ensure 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 staff service types and payment plans available.

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 the Tugende’s best practice 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 capability required to undertake work are in place at all times to service the branch.

Knowledge, experience, skills, and qualification

• A diploma or degree in a business-related course.
• A minimum of 3 years of experience in microfinance with at least 1 year in a team leadership role.
• Leadership and people management skills.
• Experience in performance management and evaluation.
• Riding competence, preferably Class A2 and B, is a requirement for this position.
• Excellent interpersonal skills – ability to connect with customers, colleagues and the community.
• Unquestionable degree in integrity and transparency, as well as a high degree of dependability and commitment.

Personal attributes and abilities

• Innovation: Develops new or significantly different ideas, methods, solutions or initiatives within your role that result in improved output in the team and the company as a whole.
• Accountability: Holds self and others accountable for all work activities, research, and personal actions and decisions, follows through on commitments, and focuses on those activities that have the greatest impact on the company’s goals.
• Service excellence: Knowledge of and ability to put into action customer service concepts, processes, and techniques to assess internal and/or external customers’ needs and expectations and meet or exceed those needs and expectations through providing excellent service directly or indirectly.
• Planning and organizing: Develops clear goals that are consistent with agreed strategies; identifies priority activities and assignments; adjusts priorities as required; allocates appropriate time and resources for completing work; foresees risks and allows for contingencies when planning; monitors and adjusts plans and actions as necessary.
• Interpersonal relationships: Knowledge of and ability to effectively interact with customers and colleagues constructively and collaboratively.
• Excellent oral and written communication skills: Understands effective communication concepts, tools, and techniques, and the ability to apply them appropriately.
• Professionalism and maintaining the Tugende Employer Brand: Maintains a high level of professionalism in all correspondence and being empathetic and personable.
• Positive attitude: Maintains a mindset of “getting things done” and finding satisfaction in developing sustainable long-term solutions at all times.
• Flexible and resilient: Willingness to travel, work in rural areas in Kenya, flexible in schedule and work hours, seeks direct feedback and sees every challenge as an opportunity to grow.

What will you gain?

• Career trajectory: This role has a significant potential to grow as the company grows.
• Learning points: In this position, you will be able to learn how to excel in a fast-paced, data-driven environment. You will learn or build upon your existing knowledge in applying robust data analytics models to drive decisions.
• Meaningful work: Tugende’s work gives entrepreneurs the tools to earn a living for themselves and their families. We are changing the face of the boda industry in East Africa and proving that young men with little education can take on the responsibility of financing a significant asset and earning a livable wage. Help be part of this movement!
• Great team: Tugende has a smart, fun, and growing team of hundreds of Employees in Kenya and Uganda. We take our work seriously but love to joke and have fun.
• Hours and compensation: This position is for a full-time employee who can take on additional responsibilities as new tasks and projects come up.