Sales & Service Manager
Pan African Savings and Loans
Reports To: Head of Sales & Distribution Channels through the Branch Sector Lead
Job Purpose
To oversee the overall operations, profitability, business growth, staff supervision, customer service delivery, and risk management of the branch while ensuring compliance with company policies, regulatory requirements, and operational standards within the savings and loans industry.
Key Responsibilities
1. Business Development & Sales Management
Drive branch profitability through deposit mobilization, loan portfolio growth, and cross-selling of financial products.
Develop and implement branch sales strategies to achieve business targets.
Identify new business opportunities and build strong customer relationships within the branch catchment area.
Monitor daily, weekly, and monthly sales performance against targets.
Lead customer acquisition and retention initiatives.
Promote digital banking and alternative service channels.
2. Credit & Loan Portfolio Management
Oversee the branch loan portfolio to ensure quality growth and sustainability.
Review and approve loan applications within assigned authority limits.
Ensure proper credit appraisal, loan documentation, and disbursement procedures.
Monitor portfolio quality indicators, including PAR, NPL, and recovery rates.
Supervise debt recovery and collections activities.
Ensure adherence to the institution’s credit policy and Bank of Ghana regulations.
3. Operations Management
Manage daily branch operations efficiently and effectively.
Ensure accuracy in cash management, vault operations, reconciliations, and transaction processing.
Monitor branch expenses and ensure cost control measures are implemented.
Ensure smooth functioning of all operational systems and procedures.
Maintain high service standards and operational efficiency.
4. Leadership & Staff Management
Lead, supervise, coach, and motivate branch staff to achieve performance targets.
Conduct regular staff performance reviews and provide developmental support.
Ensure discipline, professionalism, and compliance among staff.
Identify training needs and support staff development initiatives.
Foster teamwork and a high-performance culture within the branch.
5. Customer Service & Relationship Management
Ensure excellent customer service delivery at all times.
Resolve customer complaints promptly and professionally.
Build and maintain strong relationships with key customers and stakeholders.
Ensure customer experience standards are consistently maintained.
6. Risk, Compliance & Internal Controls
Ensure strict adherence to internal controls, operational procedures, and regulatory requirements.
Implement anti-money laundering (AML), KYC, and fraud prevention measures.
Ensure compliance with Bank of Ghana guidelines and company policies.
Address audit findings promptly and implement corrective actions.
Minimize operational, credit, and reputational risks within the branch.
Educational Qualifications
Minimum of a Bachelor’s Degree in:
Business Administration
Banking & Finance
Accounting
Economics
Marketing
Or any related field
A Master’s Degree or professional certification (CIB, ACCA, ICA, CIM, etc.) is an added advantage.
Experience Requirements
Minimum of 5–7 years’ experience in banking, microfinance, savings & loans, or financial services.
At least 3 years in a supervisory or managerial role.
Proven experience in:
Sales and business development
Credit administration
Loan recovery
Branch operations management
Team leadership
Technical Competencies
Strong understanding of savings and loans operations.
Sound knowledge of credit and risk management.
Good knowledge of Bank of Ghana regulations.
Strong financial analysis and reporting skills.
Proficiency in Microsoft Office Suite and banking software systems.
Ability to analyze branch performance data and generate reports.
Behavioral Competencies
Strong leadership and people management skills.
High level of integrity and professionalism.
Strong negotiation and relationship management skills.
Results-oriented with strong business acumen.
Ability to work under pressure and meet deadlines.
Problem-solving and decision-making capability.
Key Performance Indicators (KPIs)
Deposit mobilization growth
Loan portfolio growth
Portfolio at Risk (PAR)
Loan recovery rate
Branch profitability
Customer satisfaction levels
Operational efficiency
Compliance and audit ratings
Staff productivity and performance
Preferred Candidate Profile
The ideal candidate should possess strong leadership capabilities, sound banking knowledge, excellent sales and relationship management skills, and the ability to drive business growth while maintaining operational excellence and regulatory compliance within the savings and loans industry.