Reports to: CEO

About Tugende
Tugende uses asset finance, technology, and a customer-centric model to help informal sector entrepreneurs dramatically increase their economic trajectory. Tugende’s core asset finance packages include medical insurance, training, safety equipment, and digital credit profiles in addition to affordable asset financing for SMEs. By helping clients grow economically and building digital track records of responsibility, we are creating a long-term ecosystem for MSMEs to grow and thrive.

Tugende is tackling the credit gap for small businesses in Africa by enabling informal entrepreneurs to 1) own income‑generating assets, 2) build a verifiable digital credit profile, and 3) earn future growth opportunities through the Tugende digital platform. This platform includes discounts, smartphones, e‑commerce opportunities, and on‑demand credit lines. Tugende has financed 100,000+ clients and has hundreds of employees serving clients across 17 branches in Uganda and 8 in Kenya.

About the role
The General Manager is responsible for providing strategic and operational leadership to drive sustainable business growth, profitability, portfolio quality, and customer satisfaction. The role oversees all business functions, ensuring operational excellence, strong governance, and the execution of the company's strategic objectives while fostering a high-performance culture.

The successful candidate will exemplify and embrace Tugende’s Core Values of: Integrity, Empathy, Solutions Oriented, Work as a Team and Always Growing

Key Responsibilities

• Strategic & Operational Leadership
  • Drive business growth, profitability, and portfolio quality across all branches.
  • Execute strategic and operational plans to achieve company objectives.
  • Monitor branch performance against KPIs, budgets, and business targets.
  • Identify opportunities for geographic expansion and business growth.
  • Drive process improvements, cost optimization, and operational efficiency.
  • Ensure compliance with company policies, regulatory requirements, and governance standards.
  • Oversee branch audits and implementation of corrective actions.
  • Prepare and present operational performance reports to senior leadership
• Financial & Asset Management
  • Lead annual budgeting, resource planning, and cost management initiatives.
  • Monitor branch revenue, operational costs, and profitability.
  • Drive strategies to improve financial performance and operational sustainability.
  • Oversee procurement, utilization, and management of company assets.
  • Ensure effective asset lifecycle management, including payment plans and asset documentation.
• Team Leadership & Performance Management
  • Lead and develop the operations team to achieve business objectives.
  • Provide direction, coaching, and performance management support to Branch Executives.
  • Ensure adequate staffing and capability to deliver operational goals.
  • Lead performance reviews, training, employee engagement, and talent development initiatives.
  • Conduct regular performance meetings to drive accountability and continuous improvement.
• Customer Experience Management
  • Drive customer experience initiatives to improve satisfaction and retention.
  • Ensure timely resolution of customer concerns and complaints.
  • Monitor the customer journey from onboarding, asset financing, repayment, and closure.
  • Support product awareness and customer engagement initiatives.
  • Ensure timely asset delivery, documentation, and customer completion processes that include logbooks.
• Partnerships & Stakeholder Management
  • Build and manage strategic relationships with partners, suppliers, and key stakeholders in the boda-boda industry
  • Identify new business opportunities and partnerships to support growth.
  • Represent the company in external engagements and other business related forums.
  • Present innovative growth opportunities and recommendations to senior management.

Key Requirements- Qualifications, Experience, Skills, Attributes and Abilities ;

Minimum Qualifications

• Bachelor's degree in Business Administration, Finance, Economics, Commerce, Accounting, Management, or a related field.
• Master's degree in Business Administration (MBA), Finance, Strategic Management, or a related discipline is encouraged.

Work Experience and Knowledge

• Minimum of 10 years' progressive leadership experience, with at least 5 years in a senior executive role.
• Demonstrated success managing multi-branch operations.
• Experience leading cross-functional executive teams.
• Proven track record of driving business growth while maintaining sustainable unit economics.
• Experience managing annual budgets, profitability, and operational plans
• Sound understanding of corporate governance, regulatory compliance, and enterprise risk management
• Sound experience in developing and implementing performance management frameworks and monitoring key performance indicators (KPIs).
• Leadership experience in Asset Financing ,Microfinance or Leasing is helpful.

Personal Attributes, Skills and Abilities

• High level of integrity, accountability, and professional judgment.
• Strong strategic planning and business execution skills.
• Strong negotiation, influencing, and conflict resolution skills.
• Strong project and operational management skills, with the ability to manage multiple priorities effectively.
• Exceptional communication, presentation, and interpersonal skills.
• Demonstrated financial management skills, including budgeting, forecasting, and profit and loss (P&L) management.
• Excellent commercial acumen with the ability to identify and capitalize on growth opportunities.
• Ability to analyze complex business and financial data and make sound, data-driven decisions.
• Ability to lead organizational change and drive continuous improvement initiatives.
• Strong problem-solving and decision-making abilities, particularly in fast-paced and dynamic environments.
• High degree of resilience, adaptability, and emotional intelligence in managing change and organizational growth

What will you gain?

• Strategic Leadership Opportunity: Play a pivotal role leading business strategy, driving organizational growth, and influencing key decisions that impact thousands of customers and employees.
• Continuous Learning: Gain exposure to a dynamic, data-driven business environment where you will strengthen your expertise in commercial strategy, operational excellence, digital transformation, portfolio management, and organizational leadership.
• Meaningful Impact: Lead a business that empowers entrepreneurs with access to productive assets, creating sustainable livelihoods and driving financial inclusion. Your leadership will directly contribute to improving the lives of thousands of customers and their communities.
• Collaborative Executive Team: Join a passionate, high-performing leadership team committed to innovation, accountability, and continuous improvement. Work alongside talented professionals who value collaboration, integrity, and delivering exceptional results.
• Competitive Rewards: This is a full-time executive leadership role offering a competitive remuneration package, performance-based incentives, and the opportunity to lead strategic initiatives that shape the future of Tugende.

• Drive business growth, profitability, and portfolio quality across all branches.
• Execute strategic and operational plans to achieve company objectives.
• Monitor branch performance against KPIs, budgets, and business targets.
• Identify opportunities for geographic expansion and business growth.
• Drive process improvements, cost optimization, and operational efficiency.
• Ensure compliance with company policies, regulatory requirements, and governance standards.
• Oversee branch audits and implementation of corrective actions.
• Prepare and present operational performance reports to senior leadership
• Lead annual budgeting, resource planning, and cost management initiatives.
• Monitor branch revenue, operational costs, and profitability.
• Drive strategies to improve financial performance and operational sustainability.
• Oversee procurement, utilization, and management of company assets.
• Ensure effective asset lifecycle management, including payment plans and asset documentation.
• Lead and develop the operations team to achieve business objectives.
• Provide direction, coaching, and performance management support to Branch Executives.
• Ensure adequate staffing and capability to deliver operational goals.
• Lead performance reviews, training, employee engagement, and talent development initiatives.
• Conduct regular performance meetings to drive accountability and continuous improvement.
• Drive customer experience initiatives to improve satisfaction and retention.
• Ensure timely resolution of customer concerns and complaints.
• Monitor the customer journey from onboarding, asset financing, repayment, and closure.
• Support product awareness and customer engagement initiatives.
• Ensure timely asset delivery, documentation, and customer completion processes that include logbooks.
• Build and manage strategic relationships with partners, suppliers, and key stakeholders in the boda-boda industry
• Identify new business opportunities and partnerships to support growth.
• Represent the company in external engagements and other business related forums.
• Present innovative growth opportunities and recommendations to senior management.

• High level of integrity, accountability, and professional judgment.
• Strong strategic planning and business execution skills.
• Strong negotiation, influencing, and conflict resolution skills.
• Strong project and operational management skills, with the ability to manage multiple priorities effectively.
• Exceptional communication, presentation, and interpersonal skills.
• Demonstrated financial management skills, including budgeting, forecasting, and profit and loss (P&L) management.
• Excellent commercial acumen with the ability to identify and capitalize on growth opportunities.
• Ability to analyze complex business and financial data and make sound, data-driven decisions.
• Ability to lead organizational change and drive continuous improvement initiatives.
• Strong problem-solving and decision-making abilities, particularly in fast-paced and dynamic environments.
• High degree of resilience, adaptability, and emotional intelligence in managing change and organizational growth

• Bachelor's degree in Business Administration, Finance, Economics, Commerce, Accounting, Management, or a related field.
• Master's degree in Business Administration (MBA), Finance, Strategic Management, or a related discipline is encouraged.
• Minimum of 10 years' progressive leadership experience, with at least 5 years in a senior executive role.
• Demonstrated success managing multi-branch operations.
• Experience leading cross-functional executive teams.
• Proven track record of driving business growth while maintaining sustainable unit economics.
• Experience managing annual budgets, profitability, and operational plans
• Sound understanding of corporate governance, regulatory compliance, and enterprise risk management
• Sound experience in developing and implementing performance management frameworks and monitoring key performance indicators (KPIs).
• Leadership experience in Asset Financing ,Microfinance or Leasing is helpful.