The document outlines the responsibilities of a branch manager which include managing branch staff, delivering excellent customer service, strategizing to improve customer acquisition, retention and loyalty, monitoring portfolio growth and product performance, ensuring security of branch premises and assets, preparing budgets and reports, training staff, and maintaining financial responsibility. The branch manager is also responsible for recruitment and staffing, employee engagement, and achieving goals through collaboration.

1. 1. Manage the branch staff.
2. Responsible for delivering a superior customer experience across all FINCA service
delivery channels.
3. Ensures that the process of customer acquisition and service delivery across the
branch and other service points is anchored on delivering a consistently superior
customer experience.
4. Strategize and plan to deliver operational service excellence and ensure that the
operational workforce is capable, enabled and inspired to deliver on FINCA’s brand
promise, for customer improved customer acquisition, retention and loyalty.
5. Plan and monitor portfolio growth and outreach.
6. Develop and monitor growth of the savings portfolio.
7. Review performance of all products and formulating strategies to improve performance.
8. Solicit business and attend to key company customers in order to grow the business.
9. To Identify, assess, monitor and respond to customer concerns through use of the
Standard customer care survey tools.
10. To plan, monitor and implement the disbursement processes as per set disbursement
standards mainly focusing on quick service delivery and efficiency.
11. Ensure the security of the Branch premises and equipment.
12. Keep branch premises and assets by carrying out timely repairs and
maintenance of equipment and buildings.
13. Maintain an Asset register.
14. Identify fixed asset needs and make requisition to the senior.
15. Prepare branch budget.
16. Approve branch expenses and review branch expense reports to control operating
and non- operating expenses.
17. Monitor budget performance and explain variances to the Finance and Administrative
Manager.
18. Prepare annual work plans, reviewed semi-annually, with the Operations Manager.
19. Plan and monitor daily cash requirements of the branch.
20. To maintain branch cash insurance limits.
21. Review the branch transactions on a daily basis to validate them and ensure
compliance with operating guidelines.
22. Train staff in policies and procedures.
23. Ensure that staff adheres to all FINCA policies.
24. Review the company policies and procedures and advise management on the need
to amend the policies and procedures for the efficient performance.
25. Liaise with the internal audit department to facilitate regular audits of the regional office,
respond to audit reports, and implement audit recommendations.
26. Represent the company in key public events to raise the profile within the community.
a. Maintain relations with other Financial Institutions.
27. Review and submission of Daily, weekly and monthly reports

2. SUPERVISORY RESPONSIBILITY
28. Employee Engagement
Maintains a fulfilling work environment
Engages people based on their strengths
Mentors others to develop their skills
Sets clear and measurable goals
Provides feedback on performance regularly
29. Achievement Focus
Overcomes obstacles creatively
Consistently achieves business objectives
Recognizes and pursues opportunities
Takes calculated risks to achieve goals
30. Collaboration
Convinces others collaboration is a win-win
Holds people accountable to work together
Fosters mutual accountability to achieve results
Develops rapport throughout the Company
31. Responsible for Results
Takes responsibility for own actions
Manages others to focus on key priorities
Helps others overcome challenges
Balances urgency with attention to detail
32. Recruitment & Staffing
Makes quality hiring decisions
Forecasts staffing needs accurately
Follows Company hiring process
Demonstrates effective interviewing process
33. Financial Responsibility
Conserves organizational resources
Works within budget guidelines
Assesses ROIon expenditures
Adjusts allocations to take advantage of unplanned opportunities