Branch Manager

Job SummaryThe Branch Manager will be responsible for managing the overall operations and business performance of the microfinance branch. The role involves achieving business targets, managing the branch team, ensuring quality loan portfolio, maintaining high collection efficiency, acquiring customers, and ensuring compliance with company policies and regulatory requirements.

• Key Responsibilities1. Business DevelopmentAchieve branch-level disbursement, portfolio, customer acquisition, and revenue targets.
• Identify opportunities to expand the branch's customer base and market presence.
• Develop and maintain strong relationships with customers and local communities.
• Monitor competitor activities and market trends.
• 2. Loan & Portfolio ManagementOversee the complete loan cycle, including customer sourcing, credit appraisal, approval, disbursement, and repayment.
• Ensure portfolio quality and maintain low delinquency/NPA levels.
• Monitor overdue accounts and take timely corrective action.
• Review daily and monthly portfolio performance and collection reports.
• Ensure responsible lending practices and proper customer assessment.
• 3. Collections & RecoveryEnsure achievement of daily, weekly, and monthly collection targets.
• Monitor overdue and delinquent accounts closely.
• Guide the field team in effective collection and recovery practices.
• Handle critical customer cases and escalated recovery matters professionally.
• 4. Team ManagementLead, motivate, and supervise Branch Officers, Credit Officers, Collection Officers, and other branch staff.
• Allocate targets and responsibilities to team members.
• Conduct regular performance reviews and team meetings.
• Coach employees on customer handling, credit processes, collections, and compliance.
• Support recruitment and training of branch employees.
• 5. Branch Operations & ComplianceEnsure smooth day-to-day functioning of the branch.
• Ensure adherence to internal policies, SOPs, KYC/AML requirements, and applicable regulatory guidelines.
• Maintain accurate branch records and documentation.
• Ensure timely completion of audits and closure of audit observations.
• Prevent fraud, operational risk, and unauthorized transactions.
• Maintain proper cash and security controls.
• 6. Customer ServiceEnsure high-quality customer service and timely resolution of complaints.
• Promote transparency regarding loan terms, interest, charges, repayment schedules, and customer rights.
• Ensure respectful and ethical treatment of borrowers.
• 7. ReportingPrepare and submit daily, weekly, and monthly branch performance reports.
• Track key performance indicators such as disbursement, collection efficiency, portfolio outstanding, PAR/NPA, customer growth, and productivity.
• Communicate branch issues and performance updates to senior management.

Key Performance Indicators (KPIs)Branch disbursement and portfolio growth

• Collection efficiency
• PAR / NPA control
• Customer acquisition and retention
• Branch profitability
• Productivity of field staff
• Operating cost control
• Audit and compliance performance
• Customer complaint resolution
• Employee retention and performance