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About Us Malu Capital is a fast-growing microfinance institution committed to providing reliable, affordable, and customer-centered financial solutions. We empower individuals and businesses through responsible lending while promoting financial inclusion and sustainable economic growth. Driven by integrity, innovation, and excellence, we are dedicated to delivering exceptional service, building lasting customer relationships, and creating opportunities that positively impact the communities we serve. Job Title: Branch Supervisor Reports To: Operations Manager Job Purpose The Branch Supervisor is responsible for overseeing the day-to-day operations of the branch, work scheduling, driving business growth, ensuring portfolio quality, supervising Loan Officers, and maintaining high standards of customer service and compliance. The role focuses on achieving branch performance targets, managing risk, supporting staff development, and ensuring operational excellence in line with company policies and strategic objectives. Key Duties and Responsibilities Supervise and provide leadership to Loan Officers and other branch staff to ensure productivity and high performance. Drive branch business growth through effective marketing, client acquisition, and portfolio expansion initiatives. Monitor branch performance against loan disbursement, collections, portfolio quality, and profitability targets. Review and approve loan applications within delegated authority limits and recommend higher-value applications for approval. Ensure proper credit appraisal, loan documentation, and adherence to lending policies and procedures. Monitor portfolio quality and implement strategies to minimize delinquency and loan losses. Oversee recovery and collections activities to ensure timely repayment of loans. Conduct regular branch performance reviews and provide coaching, mentorship, and training to staff. Prepare and submit accurate operational, financial, and portfolio performance reports. Ensure compliance with company policies, internal controls, risk management guidelines, and regulatory requirements. Manage customer relationships and resolve escalated customer concerns professionally and efficiently. Coordinate branch marketing campaigns, community engagement activities, and business development initiatives. Monitor competitor activities and market trends and recommend strategies to enhance market presence. Ensure proper safeguarding of branch assets, records, and confidential information. Foster a positive work environment that promotes teamwork, accountability, and professional development. Maintain an open-door culture where employees feel supported and encouraged to discuss work-related or personal challenges affecting performance. Perform any other duties assigned by Management. Key Performance Areas (KPAs) The Branch Supervisor’s performance shall be measured against, but not limited to, the following: Achievement of branch loan disbursement and growth targets. Growth in active customer base. Branch portfolio quality and Portfolio at Risk (PAR). Collections efficiency and recovery performance. Branch profitability and operational efficiency. Staff productivity and performance management. Compliance with company policies and regulatory requirements. Customer satisfaction and retention. Accuracy and timeliness of branch reporting. Employee engagement, development, and retention. Minimum Qualifications Diploma or Bachelor’s Degree in Banking and Finance, Business Administration, Economics, Accounting, Marketing, or a related field. Minimum of 3 years’ experience in microfinance, banking, lending, or financial services, with at least 1 year in a supervisory or leadership role. Strong understanding of credit analysis, loan portfolio management, and collections. Proven ability to lead, motivate, and develop teams. Strong business development and relationship management skills. Excellent communication, negotiation, and problem-solving abilities. Ability to work under pressure and consistently achieve performance targets. Computer proficiency, including Microsoft Office applications. Knowledge of microfinance regulations and industry best practices will be an added advantage.
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