BRANCHES, SERVICE POINTS, AGENTS & MICROFINANCE OPERATIONS – BAIDOA

TERMS OF REFERENCE (TOR)

1. Position Title

Branch Service Point Agent & Microfinance Operations Officer Baidoa

2. Background

Effective branch service point agent and microfinance operations are essential for providing quality financial services supporting customers and achieving operational and business targets.

The position will manage and monitor branch service point agent field customer service lending and collection activities in Baidoa and surrounding markets and communities.

3. Purpose of the Position

The purpose of this position is to ensure effective management of branch and field operations customer relationships agents and microfinance activities in Baidoa.

4. Key Objectives

The position will:

• Ensure effective branch and operational management.
• Manage service points and agents.
• Support microfinance lending savings and collections.
• Strengthen customer and community relationships.
• Supervise staff and field teams.
• Monitor operational performance.
• Support achievement of operational targets.

5. Key Responsibilities

• Manage branch service point and agent operations.
• Supervise staff and field teams.
• Monitor microfinance lending activities.
• Monitor collections and savings.
• Support customer onboarding.
• Maintain strong client relationships.
• Engage with local communities and markets.
• Monitor service point and agent performance.
• Identify and address operational challenges.
• Support achievement of operational targets.
• Prepare operational and performance reports.
• Monitor performance and recommend improvements.

6. Required Qualifications

Mandatory

• Bachelors degree in Business Administration Finance Economics Accounting Management or a related field with at least 5 years of relevant professional experience; OR
• Masters degree in a relevant field with at least 3 years of relevant professional experience.

7. Required Experience

The candidate must have:

• Experience in microfinance banking branch operations agent banking or financial services.
• Experience managing branches service points and agents.
• Experience managing field operations.
• Experience in customer relationship management.
• Experience in lending and collections.
• Experience supervising staff.
• Experience monitoring operational performance.

8. Required Skills and Competencies

• Strong operational and field-management skills.
• Knowledge of microfinance lending.
• Knowledge of collections savings and customer service.
• Strong leadership and team-management skills.
• Strong communication and interpersonal skills.
• Good client relationship and community engagement skills.
• Good knowledge of Baidoa and surrounding markets and communities.
• Strong problem-solving skills.
• Strong decision-making skills.
• Strong reporting skills.

9. Deliverables / Expected Outputs

• Branch and service point operations effectively managed.
• Agent and field operations effectively monitored.
• Microfinance lending savings and collection activities monitored.
• Customer onboarding and service effectively managed.
• Staff and field teams effectively supervised.
• Client and community relationships maintained.
• Operational performance regularly monitored.
• Operational challenges identified and addressed.
• Accurate operational and performance reports prepared.
• Operational targets actively managed.

10. Application / Submission Requirements

Applicants should submit:

1. Updated CV.
2. Cover Letter.
3. Copies of relevant academic qualifications.
4. Professional certifications where applicable.
5. Relevant professional references.