Department: Operation
Location: [HO, A.A.]
Reports to: COO

Job Summary:

The Retail Manager will oversee and manage the daily operations of Digaf microfinance services within a specific Products. The role focuses on driving the growth and success of retail services, including customer acquisition, loan disbursement, collections, and overall financial inclusion initiatives. The Retail Manager will be responsible for leading and motivating the team, ensuring the effective delivery of financial services to underserved communities, and meeting financial and operational targets.

Key Responsibilities:

1. Operations:
   • Oversee the day-to-day operations, ensuring the smooth delivery of services such as micro-loans, savings products, and other financial services.
   • Manage the operations to meet business goals, ensuring customer service excellence and operational efficiency.
   • Ensure compliance with the company’s policies, regulatory requirements, and financial laws.
2. Team Management & Leadership:
   • Lead, manage, and develop staffs, ensuring they are motivated, productive, and trained in all areas of the operation, including loan products, customer service, and financial compliance.
   • Conduct performance appraisals, set individual goals, and provide coaching and mentoring.
   • Coordinate recruitment, scheduling, and training of new team members.
3. Customer Relationship Management:
   • Build and maintain strong relationships with customers, particularly within underserved communities.
   • Address customer inquiries, complaints, and feedback promptly and effectively, ensuring high customer satisfaction.
   • Ensure the branch provides personalized, accessible, and transparent financial services.
4. Loan Disbursement & Collections:
   • Oversee loan disbursement processes and ensure that all loans are approved, disbursed, and repaid in line with company guidelines.
   • Monitor loan portfolios, ensuring timely collections and low default rates.
   • Develop strategies to manage and reduce loan delinquency, implementing collection practices where necessary.
5. Sales & Business Development:
   • Drive customer acquisition and revenue growth through targeted marketing and outreach programs.
   • Identify opportunities for new financial products or services tailored to the community’s needs.
   • Monitor competitors and market trends to ensure the remains competitive.
6. Financial Performance & Reporting:
   • Monitor branch financial performance, including loan book size, profitability, and operational costs.
   • Prepare and review regular financial and performance reports, providing insights to senior management.
   • Ensure budgetary targets are met and branch expenses are controlled.
7. Risk & Compliance Management:
   • Ensure all operations comply with legal, regulatory, and internal policies.
   • Assess and manage risks related to lending, including evaluating borrower creditworthiness and market conditions.
   • Maintain accurate records and ensure proper documentation for audits and compliance purposes.
8. Community Outreach & Financial Literacy:
   • Promote financial literacy programs and workshops to enhance the community’s understanding of financial services.
   • Represent the microfinance institution at local events, conferences, and community meetings to build brand awareness and trust.