Job Purpose/ Summary of Role:

The purpose of this position is to effectively and efficiently manage the operations of the branch with the aim of:

• Increasing the branch’s income and profitability levels
• Ensuring zero operational losses
• Achieving the set targets for the branch
• Achieving employee and customer satisfaction

Policy Formulation

• Participates in the formulation of policies and procedures for the company

Advice

• Advice management on all operational issues at the branch
• Responsible for planning and controlling credit operation at the branch as well as the overall branch performance

Planning /Control Credit Operations

• Direct daily processes in the branch and ensure the branch achieves its operational targets
• Ensure that credit approved and disbursed within the branch meet the required procedural and risk mitigation standards
• Has the overall responsibility of the branch’s portfolio and accountable for all cash/cheques transactions at the branch
• Implement measures to ensure effective and efficient recovery of arrears/ defaults
• Responsible for disbursements and total recoveries within the branch
• Regularly monitor portfolios of Loan Officers to ensure low PAR
• Prepare demand letters and send to customers whose accounts are delinquent
• Responsible for ensuring accurate, timely and quality reporting by the branch at all times
• Takes charge of the overall administration of the branch activities on a day to day basis.
• Ensures that  the identity of all clients to be loaded on the system are verified( i.e. place of business or client residence)
• Keeps separate database of all clients business and home locations for verification and subsequent operational purposes.
• Strategizes to ensure that disbursement targets are met by supervising the disbursement functions of the branch.
• Strategizes to ensure that defaults are reduced tot the allowable limits at all times.
• Makes sure all approved application forms are successfully disbursed.
• Ensures that accurate sales are received at the close of business (call over).
• Keeps, maintains and monitors records.
• Confirms all default on daily basis through all necessary checks.
• Conducts periodic field checks to ensure that client balances match up with system balances and reports deviations promptly for action.
• Supervises and manages staff performance, team work and motivation.

Performance Management

• Lead, supervise and manage the staff in the branch in a dynamic and collaborative manner
• Develop and motivate staff in the branch so that they have the tools required to efficiently and effectively complete their responsibilities with the highest quality and within the timelines
• Regularly monitor performance of individual team members in relation to attitudes, skills, individual and departmental targets/expectations; and provide timely constructive feedback
• Support performance/service improvement through regular training, coaching and mentoring of staff
• Monitor and address attendance of team members to ensure maximum sustainability of punctuality in the branch

Teamwork

• Delegate authority and foster an environment where teamwork, collaboration and empowerment thrive
• Conduct regular team meetings

Customer Experience

• Responsible for ensuring that employees in the branch exhibit the highest level of customer care and professionalism
• Maintain excellent client relations
• Own and positively deal with customer complaints and enquires ensuring optimum customer satisfaction
• Embark on outreach programmes to ensure constant contact with clients and to establish relations

Cost Control/Logistics Management

• Liaise with the relevant department to provide and maintain required logistics and facilities needed in the branch to ensure uninterrupted service delivery
• Ensures the prompt renewal and payment of fees and licenses for the running of the branch