Responsibilities or duties

A Branch Manager is responsible for overseeing and coordinating all operations of a branch. Their duties include staff training process, building rapport with customers and the community, creating and implementing strategies to improve productivity and sales performance in efforts to achieve the financial targets of the branch.

What You Will Do

• Acquire, Maintain and Grow Customer Base: Acquire new customers, support and retain existing customers and through their retention grow the customer base of the market to deliver new customer and active customer targets.
• Customer Service Delivery: Deliver first-rate customer service through consistent follow-up, and customer education.
• Know-Your-Customer and Due Diligence: As the first point of contact of the business with the customer, conduct proper due diligence and KYC to ensure that the customer is a viable customer in accordance with laid down procedures.
• Relationship management: Work with partnered Collections Officers to serve customers by a relationship management approach, gather Intel and create and maintain relationships with market authorities.
• Reporting: Document all customer interactions on Merlin from lead generation, customer follow-up and education, market intelligence on customer behavior or customer market area, and all collection measures taken. Assist in accurate and timely reporting of Management Information and market feedback to report on customer preferences, trends and market opportunities.
• Repayment: In charge of pairs repayment rate through consistent follow-up, maintaining accurate interactions on company systems, negotiation of repayment schedules, and setting discretionary limits on loan amounts. The Collection Officer uses (non-intrusive) collection methods to get repayments from the customer.
• Performing such other tasks and duties as the Company may from time to time designate as forming part of the Employees job description

Qualifications or requirements (e.g., education, skills)

• Diploma or Bachelors degree in Finance, Statistics, Mathematics, Economics, Accounting, Banking, credit management or any other related degree.
• Credit Operations & SME evaluations experiences from a financial institution or Fintech environment.
• Professional qualifications in Credit Management (Certified Credit Professional) is an added advantage.
• Strong analytical skills, excellent communication, negotiation skills and interpersonal skills, focused, self-driven and attentive to detail.
• In-depth knowledge of the Financial industry in Kenya and East Africa

• Acquire new customers, support and retain existing customers and through their retention grow the customer base of the market to deliver new customer and active customer targets.
• Deliver first-rate customer service through consistent follow-up, and customer education.
• Conduct proper due diligence and KYC to ensure that the customer is a viable customer in accordance with laid down procedures.
• Work with partnered Collections Officers to serve customers by a relationship management approach, gather Intel and create and maintain relationships with market authorities.
• Document all customer interactions on Merlin from lead generation, customer follow-up and education, market intelligence on customer behavior or customer market area, and all collection measures taken. Assist in accurate and timely reporting of Management Information and market feedback to report on customer preferences, trends and market opportunities.
• In charge of pairs repayment rate through consistent follow-up, maintaining accurate interactions on company systems, negotiation of repayment schedules, and setting discretionary limits on loan amounts. The Collection Officer uses (non-intrusive) collection methods to get repayments from the customer.
• Performing such other tasks and duties as the Company may from time to time designate as forming part of the Employees job description

• Strong analytical skills
• Excellent communication skills
• Negotiation skills
• Interpersonal skills
• Focused
• Self-driven
• Attentive to detail
• In-depth knowledge of the Financial industry in Kenya and East Africa

• Diploma or Bachelors degree in Finance, Statistics, Mathematics, Economics, Accounting, Banking, credit management or any other related degree.
• Credit Operations & SME evaluations experiences from a financial institution or Fintech environment.
• Professional qualifications in Credit Management (Certified Credit Professional) is an added advantage.