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Managing Branch staff

• Reviewing staff performance and recommending to the Regional Manager on measures to improve performance.
• Planning and ensuring that the branch office has a sufficient number of staff and planning staff leave to meet branch operations and efficiency.
• Boosting branch staff morale through counselling and creating a good work environment as well as monitoring staff discipline.
• Coaching and mentoring staff to achieve required performance levels.

Customer Service

• Ensuring that the process of customer acquisition and service delivery across all branches and other service points is anchored on delivering a consistently superior customer experience.
• Strategizing and planning to deliver operational service excellence and ensure that the operational workforce is capable, enabled and inspired to deliver on FINCA’s brand promise, for improved customer acquisition, retention and loyalty.
• Ensure good customer service by identifying, assessing, monitoring and responding to customer concerns through use of the Standard customer care survey tools.
• Planning, monitoring and implementing the disbursement processes as per set disbursement standards mainly focusing on quick service delivery and efficiency.

Developing and supervising implementation of strategies to grow savings products and quality loan portfolios for the branch.

• Planning and monitoring loan portfolio growth and outreach
• Developing and monitoring growth of the savings portfolio.
• Reviewing performance of all products and formulate improvement strategies
• Soliciting business and attending to key company customers in order to grow the business.

Branch administration

• Ensuring the security of the Branch premises and equipment.
• Keeping branch premises and assets by carrying out timely repairs maintenance of equipment and buildings
• Maintaining an Asset register.
• Identifying fixed asset needs and make requisition to the Senior Administrative Officer.

Budgeting and control of branch budget

• Preparing branch budget.
• Approving branch expenses within limits and reviewing branch expense reports to control operating and non-operating expenses.
• Monitoring budget performance and explaining variances to the Finance and Administrative Manager.
• Preparing annual work plans reviewed semi-annually with the Regional Manager.

Liquidity Management.

• Planning and monitoring daily cash requirements of the branch.
• Maintaining branch cash insurance limits.

Branch compliance of all policies and procedures.

• Reviewing the branch transactions on a daily basis to validate them and ensure compliance with operating guidelines.
• Training staff in policies and procedures.
• Monitoring staff adherence to all FINCA policies and procedures.
• Reviewing the company policies and procedures and advising management on the need to amend the policies and procedures for the efficient performance.
• Liaising with the internal audit department to facilitate regular audits of the branch office, respond to audit reports, and implement audit recommendations.

Branch relationships

• Representing the company in key public events to raise the profile within the community.
• Maintaining relations with other Financial Institutions.

Branch reporting.

• Reviewing and submitting daily, weekly and monthly reports