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Description:

Job Purpose

The Branch Manager will be responsible for the overall performance of the business and achieving specific service and operational targets Develop and provide a supervisor level of customer relations and promotes the sales and service culture through coaching guidance and staff motivation achieve individual and branch target goals through new business sales referrals and retention of account relationships Provides leadership training supervision delegates day to day operations to the Customer Service Officers or other branch personnel

Summary of Key Responsibilities:

• Set marketing plans for the branch and supervise the team to achieve targets
• Active involvement in implementing marketing strategies business development activities stakeholder management and ensuring active participation of branch staff
• Ensure good levels of customer service management of Service level agreements and customer complaints
• Supervise and make of the right implementation of the disbursement and collection procedures
• Make sure to provide best service to customers
• Enhance the team skills and competencies in addition to develop operational plans to enhance the branch performance
• Assess loan requests and evaluate the clients credit worthiness through interviews and examination of the necessary documentation as required in loan processing in accordance with the company lending policy
• Responsible for the overall branch operations Customer Service Human Resources Administration and Sales
• Assess local market conditions and identify current and prospective sales opportunity
• Develop branch forecast financial objectives and business plan
• Ensuring the attainment of the set branch sales targets
• Ensure that Copies of the signed Loan Contract mandate forms and supporting documents are properly led and scanned to share folder after processing
• Ensure a high level of customer service and satisfaction by maintaining high levels of professionalism
• Attend to all customer enquiries queries concerning various products that may be received through various channels Ensure that guidelines for each client touch point are adhered to at times
• Recruitment and supervision of branch Direct Sales Agents and management of leads
• Maintaining cordial relationships with agents and stakeholders
• Responsible for collection of first and second default instalment and provide satisfactory reason if not collected
• Supervision of the branch team and day to day branch operations including KYC Handling File Management and other quality control checks
• Cash Handling and Vault Management
• Branch Returns and other compliance requirements

Required Skills and Competencies

• Excellent written and oral communication skills
• Strong analytical skill
• Excellent time management and organization skills
• Strong negotiation skills
• Ability to work under pressure
• High motivation and ability to work without supervision
• Excellent Leadership Skills
• Strong Negotiating skills
• Attention to detail 

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Primary Areas of Accountability: