BRANCHES, SERVICE POINTS, AGENTS & MICROFINANCE OPERATIONS – JOWHAR

TERMS OF REFERENCE (TOR)

1. Position Title

Branch Service Point Agent & Microfinance Operations Officer Jowhar

2. Background

Effective management of branch service point agent and microfinance operations is essential for delivering financial services supporting customers and achieving operational targets.

The position will oversee field operations customer services agents lending collections and related activities in Jowhar and surrounding markets and communities.

3. Purpose of the Position

The purpose of this position is to manage branch and field operations supervise teams support microfinance services and maintain strong customer and community relationships.

4. Key Objectives

The position will:

• Ensure effective branch and field operations.
• Manage service points and agents.
• Support microfinance products and services.
• Monitor lending and collection activities.
• Strengthen customer relationships.
• Supervise staff and field teams.
• Monitor operational performance.

5. Key Responsibilities

• Manage branch service point and field operations.
• Supervise staff and field teams.
• Monitor agent performance.
• Support microfinance lending and collection activities.
• Monitor customer service activities.
• Support customer onboarding.
• Build and maintain customer relationships.
• Engage with local communities and businesses.
• Monitor operational performance against targets.
• Identify operational challenges and implement solutions.
• Prepare operational and performance reports.
• Support achievement of operational objectives.

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 service points and agents.
• Experience managing field operations.
• Experience in customer service.
• Experience in lending and collections.
• Experience supervising teams.
• Experience monitoring operational performance.

8. Required Skills and Competencies

• Strong branch and field operations management skills.
• Knowledge of microfinance products and services.
• Strong leadership and staff-management skills.
• Strong customer service skills.
• Strong relationship-management skills.
• Good community engagement and networking skills.
• Good knowledge of Jowhar and surrounding markets and communities.
• Strong analytical skills.
• Strong communication skills.
• Strong problem-solving skills.

9. Deliverables / Expected Outputs

• Branch and field operations effectively managed.
• Service points and agents effectively monitored.
• Microfinance activities effectively managed.
• Lending and collection activities monitored.
• Customer onboarding and service activities completed effectively.
• Staff and teams effectively supervised.
• Customer and community relationships maintained.
• Operational performance monitored and reported.
• Operational challenges identified and addressed.

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.