Company Profile

BRAC Ghana Savings and Loans Ltd (BGSL), is a socially responsible for-profit organization, engaging people, especially women in sustainable economic and income generating activities Ghana. Our mission is to provide a range of financial services responsibly to people at the bottom of the pyramid. BGSL is part of BRAC International Holdings B.V (BIHBV) which operates in seven countries across Africa and Asia.

Job Description

• Assess the current trend in the market and develop processes for competitive advantage using internal resources 
• Determine how resources will be allocated to support operational activities 
• Develop measures to increase quality loan disbursements while minimizing delinquency 
• Enhance field team productivity and optimize their reach. 
• Improve client experience through timely, transparent processes. 
• Strengthen monitoring and risk management in the field. 
• Boost financial literacy and client retention. 

• Explore various locations that aligns with BGSL strategic objectives and target market 
• Evaluate the potential impact of each option, including risks and opportunities 
• Plan and execute outreach activities to identify prospective clients for individual loans 
• Conduct periodic field visits to assess loan utilization and client business performance  

• Communicate BRAC’s module of operations, product, services and unique values that the brand offers to the target audience 
• Analyse competitors to identify gaps and opportunities in the market and improve upon our internal processes. 
• Innovate products and services that address clients’ needs which have been overlooked by competition 

• Understand the needs, preferences, and behaviours of the target audience through market research 
• Identify evolving customer needs through field surveys or direct feedback. 
• Recommend tweaks to loan terms, repayment schedules, or collateral requirements. 
• Collaborate with BI product development teams to pilot new offerings. 

• Engage clients in collaborative efforts, such as feedback sessions, project discussions, and joint 
• problem-solving to strengthen relationships and demonstrate a commitment to their success 
• Enquire about areas of improvement in our products and services form clients 
• Create space for open feedback on challenges (logistics, client issues, policy) 
• Host community days with clients and loan officers 

• Lead, coach, and mentor a team of field credit officers (SEP). 
• Liaise with HR to organize regular training on credit risk, loan monitoring, and customer service. 
• Supervise field credit officers (SEP) across assigned branches or regions. 
• Monitor the performance of field credit officers (SEP) and ensure set targets are met. 

• Build and maintain cordial relationships with clients through effective communication, collaboration, and personalized service to keep them informed and address their needs. 
• Gather client feedback periodically through the field team and necessary actions to resolve issues. 

• Liaise with HR to organize regular training on credit risk, loan monitoring, and customer service. 
• Provide periodic coaching for team members 
• Encourage peer-to-peer learning and team debriefs. 

• Develop clear performance metrics (loans disbursed, repayment rates, client visits).
• Conduct performance appraisals and recommend capacity-building initiatives. 

• Ensure all team members adhere to the code of conduct for Microfinance staff and treat clients respectfully   
• Ensure best quality service to the client on the field and in the branch office  
• Follow up client’s complaints/concerns/opinions on branch visits and take appropriate measures and recommend changes  
• Review client’s poverty profile and geographic targeting to ensure that client targeting is aligned with BRAC’s mission  
• Review client level outcomes data periodically against targets and recommend changes as required  

• Establish a safeguarding culture across all levels of the programme by implementing the safeguarding policy. Act as a key source of support, guidance and expertise on safeguarding for establishing a safe working environment.
• Responsible to ensure team members are appropriately trained, supported and have access to resources regarding issues that are identified and actioned in accordance with the safeguarding policy and procedure.
• Follow the safeguarding reporting procedure in case any reportable incident takes place, encourage others to do so.

Required Skills or Experience

• Minimum of 5 years’ experience in a Middle Management role preferably Microfinance Institution 
• Experience in managing impact-led products and service portfolio 
• Good knowledge in computing and related systems

• Good understanding of microfinance and lending principles 
• Knowledge of savings and loans operations, regulatory and compliance requirements (e.g., KYC, AML) 
• Good knowledge in local Market Dynamics 
• Ability to analyze portfolio data, identify risks, and propose corrective actions 
• Excellent communication & Interpersonal Skills 
• Familiarity with core banking systems, mobile field applications, and digital loan tracking 
• Ethically sound, attentive to details, easily adaptable and result oriented.

• Bachelor’s / master’s degree
• Concentration / Major: Related Discipline