Branch Leader at Tugende Uganda Full Time

Title: Branch Leader

Reports to: Category Leader

Location: Different Locations in Uganda

About Tugende

Tugende uses asset finance, technology, and a customer-centric model to help informal sector entrepreneurs dramatically increase their economic trajectory. Tugende’s core asset finance packages include medical and life insurance, training, safety equipment and digital credit profiles in addition to affordable asset financing for SMEs. By helping clients grow economically and build digital track records of responsibility, we are creating a long-term ecosystem for MSMEs to grow and thrive.

Tugende is tackling the credit gap for small businesses in Africa by enabling informal entrepreneurs to: 1) own income‑generating assets, 2) build a verifiable digital credit profile, and 3) earn future growth opportunities through the Tugende digital platform. This platform includes discounts, smartphones, e‑commerce opportunities, and on‑demand credit lines. Tugende has financed 65,000+ and has 600+ employees serving clients across 23 branches in Uganda and 10 in Kenya. Tugende is growing into new geographies and asset product lines including boat engines for fishermen and fridges for retail shops.

About the role:

The candidate in this position will be responsible for overseeing the efficient and profitable operation of all branch activities. He / She is tasked to make decisions on behalf of the company and also is entrusted with ensuring the growth of the branch.

The Branch Leader will execute the following key duties and Responsibilities:

• Team Management
  • Provide strong leadership to the operations teams at the branches to ensure the achievement of set targets and expense control.
  • Supervise staff to ensure smooth operations and service delivery at the branch level.
  • Supervise and coordinate the safety and security function at the branch
  • Train and coach, all field team and support functions on Tugende operations, expectations, core values, rules and regulations
  • Participate in the regular performance reviews for the branch staff
  • Ensure proper support to the branch by the head office functions

• Customer Service
  • Understand and respond to client’s questions and problems
  • Train other team members, especially the field team to provide strong good customer service to clients and resolve client complaints within the specified timelines
  • Understand the customer experience by regularly participating in customer activities (e.g. classes, vetting visits, calls and visits to clients, impounding events, lease completion activities, and lease termination activities)
  • Ensuring proper and timely assets lease management i.e acquiring necessary documentation and ensuring assets are disbursed on time.
  • Monitor client’s lifecycle from onboarding, payment schedules to final closure of issuance of logbooks.
  • Attracting new customers and expanding customer base in the assigned geographical regions
  • Support Company’s and /or product marketing and information campaigns
• Manage field operations
  • Support the collection, recovery process and client’s vetting processes
  • Ensure proper implementation of operations policies and procedures

• Reporting
  • Submit operations status reports to supervisors indicating progress, challenges and way forward
  • Serve as the point of contact for all stakeholder engagements and local business partnership relationship, Police and other security agencies etc
  • Identify new business areas with the region

• Manage administrative functions for the branch by ensuring:
  • custodian of all Branch resources and ensure that they are properly utilised.
  • Propose process, procedure and cost-efficiency improvements for the branch.
  • Ensure a conducive working environment with all the required resources for team productivity, custodian of all Branch resources and ensure that they are properly utilized.
• • Propose process, procedure and cost-efficiency improvements for the branch.
  • Ensure a conducive working environment with all the required resources for team productivity.

Note: This job description gives a general guideline, and therefore does not include an exhaustive list of all duties and responsibilities