Branch Leader
AI job insight
Tugende is hiring a senior Branch Leader in Nairobi to oversee branch operations, drive revenue, manage credit and risk, and uphold customer service standards. The role suits an experienced leader (5+ years) who can grow the branch portfolio while embodying Tugende's core values.
- Senior leadership role with 5+ years of experience required, based in Nairobi
- Direct oversight of sales, customer relations, credit lifecycle and branch administration
- Drive revenue growth through marketing initiatives, lead conversion and team supervision
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Tugende is hiring a senior Branch Leader in Nairobi to oversee branch operations, drive revenue, manage credit and risk, and uphold customer service standards. The role suits an experienced leader (5+ years) who can grow the branch portfolio while embodying Tugende's core values.
- Senior leadership role with 5+ years of experience required, based in Nairobi
- Direct oversight of sales, customer relations, credit lifecycle and branch administration
- Drive revenue growth through marketing initiatives, lead conversion and team supervision
- Manage portfolio quality and minimise non-performing loans via market and risk analysis
- Champion customer service excellence through stage visits, complaint resolution and community engagement
- Application deadline 31-10-2026 (published 16-10-2026) via JobInKenya
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required5+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in sales, call_center, internshipThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NairobiThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Branch Leader evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Tugende and the role in Nairobi.
- Add concrete examples related to sales, call_center, internship, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Job in Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Plan to submit before the listed deadline: 2026-10-31.
Source and safety check
- Job in Kenya
- Original source link available
- Application method is clear
- Deadline is available: 2026-10-31
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Branch Leader role in sales, call_center?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nairobi under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Tugende before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Use AI to apply better
After confirming the original source, use Career Assistant to check role fit, tailor your CV and prepare a cover letter or employer message.
Original source description
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
Method of application
- If you are interested and qualified, kindly submit your application via the link provided below,
- https://docs.google.com/forms/d/e/1FAIpQLSc31tW9ARhfrCeIUYDvIZfgoyQi5m1A0LH9brDk7DCATuAaoQ/viewform?usp=header&utm_source=Jobinkenya