Branch Leader-Readvertisement at Tugende

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 building digital track records of responsibility, we are creating a long-term ecosystem for MSMEs that will 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 70,000+ clients and has hundreds of employees serving clients across 15 branches in Uganda and 8 in Kenya.


About the role


The branch leader is responsible for providing leadership to the entire branch team for business growth while ensuring optimal resource allocation. The branch leader is also the representative of the company in the branch's area of operation, hence the key contact between Tugende and the business community.
The successful candidate will exemplify and embrace Tugende's Core Values of: Integrity, Empathy, Solutions Oriented, Work as a Team and Always Growing.


Key Duties and Responsibilities

Branch and Field Operations


Direct oversight of all branch operational activities including sales, customer relations, and administration.
Driving profitability and portfolio expansion through strategic planning and execution while ensuring prudent management of company resources and inventory through meticulous record-keeping and routine audits.


Revenue Generation

Lead the team from the front in ensuring that there is sufficient and sustainable revenue generation from the branch through the following;


Driving Marketing initiatives for promoting Tugende products
Allocation of tasks and resources aimed at generating leads, lead conversion and actively ensuring execution
Timely escalation of issues that impede revenue generation and requests for support
Close supervision of the customer service and efficiency in the sales process.


Credit and Risk Management


Management of the entire credit lifecycle from origination and assessment to disbursement and recovery.
Implementing strategies to maintain portfolio quality and minimize non-performing loans, while conducting market surveys to identify emerging risks and growth opportunities for the target market.


Customer Service Excellence


Upholding high service standards by resolving escalated complaints and building rapport with the community.
Strengthening customer engagement through routine stage visits and service initiatives aimed at driving satisfaction, retention, and long-term brand loyalty.
Train other team members, especially the field team to provide good customer service to clients and timely resolution of customer queries.
Understand the customer journey 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).
Monitor client's lifecycle from onboarding, payment schedules to final closure of issuance of logbooks.


Budgets and Forecasting


Oversight of branch budgeting and financial forecasts, including active management of the Branch P&L.
Monitoring track and report on resource utilization versus approved budgets while developing forecast models for demand and sales to guide operational planning.


Team Performance Management


Setting clear performance expectations and providing constructive coaching to drive high team productivity.
Managing staff development plans, ensure optimal resource allocation and address performance gaps in accordance with company best practices.


Compliance and Reporting


Enforcing strict adherence to Tugende policies, SOPs, and regulatory standards including KYC/AML and data protection.
Preparing comprehensive daily and monthly performance reports for management that highlight emerging trends and asset status.


Technological Uptake and Controls


Supporting the implementation of company IT guidelines and promoting the adoption of digital tools across the branch.
Ensuring all client agreements are accurately documented and archived while maintaining operational discipline through robust internal controls.
Ensuring proper and timely assets lease management i.e. acquiring necessary documentation and ensuring assets are disbursed on time.


Key Qualification, Experience, Working Condition and Abilities


Bachelor's degree in Business, Finance, Microfinance, Economics, or related field.
At least 5 years' experience in the financial services sector, including 2 - 3 years in a supervisory or branch leadership role.
Office and field-based role with frequent client interactions.
Demonstrated experience in credit management, asset financing, portfolio growth, and sales.
High integrity, strong compliance orientation, and risk management awareness.
Excellent communication, interpersonal, and report-writing skills.
Ability to work under pressure, meet targets, and manage competing priorities.
Analytical and problem-solving abilities.
Proficiency in Google suites and CRM.
Motorbike Riding Competence Class A2 , is a MUST requirement for this position.