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Job Title: Branch Leader

The branch leader provides leadership to the entire branch team to drive business growth while ensuring optimal resource allocation. This role represents the company in the branch’s area of operation, serving as the key contact between Tugende and the business community. The successful candidate will exemplify Tugende’s Core Values: Integrity, Empathy, Solutions Oriented, Work as a Team, and Always Growing.

Key Duties and Responsibilities

Branch and Field Operations

• Direct oversight of all branch operational activities including sales, customer relations, and administration.
• Drive profitability and portfolio expansion through strategic planning and execution while ensuring prudent management of company resources and inventory via meticulous record-keeping and routine audits.

Revenue Generation

Lead the team to ensure sufficient and sustainable revenue generation from the branch by:

• Driving marketing initiatives to promote Tugende products.
• Allocating tasks and resources to generate leads, convert leads, and actively ensure execution.
• Escalating issues that impede revenue generation and requesting support in a timely manner.
• Closely supervising customer service and efficiency in the sales process.

Credit and Risk Management

• Manage the entire credit lifecycle from origination and assessment to disbursement and recovery.
• Implement strategies to maintain portfolio quality and minimize non-performing loans.
• Conduct market surveys to identify emerging risks and growth opportunities for the target market.

Customer Service Excellence

• Uphold high service standards by resolving escalated complaints and building rapport with the community.
• Strengthen customer engagement through routine stage visits and service initiatives that drive satisfaction, retention, and long-term brand loyalty.
• Train field team members to provide excellent customer service and resolve customer queries promptly.
• Understand the customer journey by regularly participating in customer activities (e.g., classes, vetting visits, calls and visits to clients, impounding events, lease completion activities, and lease termination activities).
• Monitor the client lifecycle from onboarding and payment schedules to final closure and issuance of logbooks.

Budgets and Forecasting

• Oversee branch budgeting and financial forecasts, including active management of the branch P&L.
• Monitor, track, and report on resource utilization versus approved budgets.
• Develop forecast models for demand and sales to guide operational planning.

Team Performance Management

• Set clear performance expectations and provide constructive coaching to drive high team productivity.
• Manage staff development plans, ensure optimal resource allocation, and address performance gaps in accordance with company best practices.

Compliance and Reporting

• Enforce strict adherence to Tugende policies, SOPs, and regulatory standards including KYC/AML and data protection.
• Prepare comprehensive daily and monthly performance reports for management that highlight emerging trends and asset status.

Technological Uptake and Controls

• Support the implementation of company IT guidelines and promote the adoption of digital tools across the branch.
• Ensure all client agreements are accurately documented and archived while maintaining operational discipline through robust internal controls.
• Ensure proper and timely asset lease management, including acquiring necessary documentation and ensuring assets are disbursed on time.

Key Qualifications, Experience, Working Conditions, and Abilities

• Bachelor’s degree in Business, Finance, Microfinance, Economics, or a related field.
• At least 5 years’ experience in the financial services sector, including 2–3 years in a supervisory or 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.
• Motorbike Riding Competence Class A2 and a valid riding license is a MUST requirement for this position.