JOB DESCRIPTION: GENERAL MANAGER – BRANCH NETWORK & OPERATIONS

Department: Operations

Reports To: Chief Executive Officer (CEO)

Direct Reports: Branch Managers, Regional/Area Managers, Operations Support Team

Location: Head Office (with regular travel to branches nationwide)

Job Grade: Senior Management

Job Purpose

The company is on a deliberate growth trajectory toward becoming a fully licensed commercial bank. The General Manager – Branch Network & Operations is responsible for the overall leadership, performance, and institutional readiness of the branch network, ensuring it operates today with the discipline, governance, and risk management standards expected of a bank.

The role holder drives achievement of commitment, disbursement, and collection targets across all branches; strengthens operational and credit risk controls; builds a high-performing, bank-ready workforce; and positions the branch network for the scale, systems, and regulatory rigor required for the institution's transition to full banking status.

Key Responsibilities

1. Branch Network Performance & Growth

Drive achievement of monthly, quarterly, and annual commitment, disbursement, and collection targets across all branches.
Oversee branch expansion, market penetration, and new business development initiatives that build the scale required for a future banking license.
Review branch and individual staff performance regularly, identifying under performing branches and implementing corrective action plans.
Champion repeat business and customer retention strategies that build long-term, bankable customer relationships.

2. Operational Management

Ensure all branches operate within approved policies, procedures, and service standards aligned with banking-grade best practice.
Oversee efficient day-to-day branch operations, including cash management, documentation, and turnaround times.
Drive process improvement, automation, and operational efficiency initiatives that prepare the network for higher transaction volumes and bank-level controls.
Ensure adequate staffing, systems, and resources are in place to support branch operations and future core-banking platform rollout.

3. Credit Risk & Portfolio Quality

Monitor portfolio quality across branches, including Portfolio at Risk (PAR) and recovery rates, ensuring targets are met.
Enforce credit appraisal, approval, and collection procedures to minimize default and arrears, in line with prudential lending standards.
Work with the Credit and Risk teams to design and implement remedial strategies for non-performing accounts and strengthen provisioning discipline.

4. People Leadership & Talent Management

Provide strong leadership, mentorship, and performance management to Branch Managers and branch staff.
Work with HR to recruit, train, and develop branch teams, building the leadership bench strength required of a bank-scale institution.
Drive a high-performance culture through clear goal-setting, coaching, recognition, and accountability.
Support HR in implementing performance improvement plans, disciplinary processes, and recognition programs based on staff productivity ratings.

5. Customer Experience & Compliance

Ensure consistently high standards of customer service across all branches, befitting a future full-service bank.
Ensure full compliance with regulatory requirements, internal policies, and audit recommendations.
Promptly resolve escalated customer complaints and operational issues.

6. Strategic Transformation & Banking Readiness

Champion the branch network's readiness for transition to full commercial bank status, including alignment to central bank prudential and governance requirements.
Support the institutionalization of bank-grade risk, control, and corporate governance frameworks across the branch network.
Partner with Finance, Risk, and IT/MIS to ensure branch operations and systems can scale to support core banking infrastructure.
Contribute to capital and balance sheet growth strategies, ensuring branch performance supports the deposit base, capital adequacy, and asset quality required for licensing.

7. Reporting & Strategic Input

Provide regular performance reports and insights to the CEO and Board on branch network performance and transformation progress.
Contribute to strategic planning, budgeting, and target-setting for the branch network.
Track and report on KPIs including disbursement achievement, collection rates, productivity scores, branch rankings, and banking-readiness indicators.

Qualifications & Experience

Bachelor's degree in Business Administration, Finance, Economics, or a related field; an MBA is an added advantage.
Minimum 8–10 years' experience in microfinance, banking, or credit-focused financial services, with at least 4 years in a senior branch/regional operations leadership role.
Proven track record of managing multi-branch networks and delivering on growth and portfolio quality targets.
Strong understanding of credit risk management, collections, and regulatory requirements in the financial services sector.
Exposure to institutional transformation, scale-up, or microfinance-to-bank transition processes is a strong advantage.

Key Skills & Competencies

Strategic & Commercial Thinking: Strong results orientation and an ownership mindset for building an institution, not just running a branch network.
People Leadership: Proven ability to manage and motivate large, geographically dispersed teams.
Analytical Skills: Data-driven mindset with the ability to interpret performance data and act decisively.
Risk & Governance: Strong risk management, governance, and regulatory engagement capability, including familiarity with banking regulator expectations.
Communication & Change Leadership: Excellent negotiation and stakeholder management skills with the change-leadership capabilities required to guide teams through an operational transition.
Integrity: Ability to enforce high accountability and compliance at bank-grade standards.

Key Relationships

Internal: CEO, Board, Branch Managers, Credit/Risk, Finance, HR, IT/MIS teams.
External: Central Bank/Banking Regulators, auditors, clients, partner institutions, and vendors.