Branch Leader - Mombasa

About the role

A full-time Branch Leader position in Mombasa, Kenya, reporting to Branch and Field Operations. The role oversees all branch operations including sales, customer relations and administration, drives profitability and portfolio growth, and manages the branch's budget and P&L.

Key responsibilities

• Revenue generation: lead marketing initiatives for Tugende products, allocate resources to generate and convert leads, escalate revenue-blocking issues and supervise customer service and sales efficiency.
• Credit and risk management: oversee the credit lifecycle from origination to recovery, protect portfolio quality, run market surveys and identify emerging risks.
• Customer service excellence: resolve escalated complaints, build community rapport, conduct stage visits and train the field team on customer service.
• Budgets and forecasting: manage branch budgeting and the P&L, monitor resource use against approved budgets and develop demand and sales forecasts.
• Team performance: set expectations, coach staff, manage development plans and address performance gaps.
• Compliance and reporting: enforce Tugende policies, KYC/AML and data protection, and prepare daily and monthly performance reports.
• Technology and controls: implement IT guidelines, adopt digital tools, archive client agreements, maintain internal controls and manage asset leases.

Required profile

• Bachelor's degree in Business, Finance, Microfinance, Economics or a related field.
• At least 5 years in financial services, including 2-3 years in a supervisory or branch leadership role.
• Demonstrated experience in credit management, asset financing, portfolio growth and sales.
• High integrity, strong compliance orientation and risk awareness.
• Excellent communication, report-writing and analytical skills; able to work under pressure and meet targets.

Required skills

• Proficiency in Google Suite
• CRM software