Department: Sales & Business Development
Reporting To: Regional Manager

Job Purpose
The Branch Sales & Relationship Officer is responsible for driving branch sales growth, managing agents, maintaining strong stakeholder relationships, ensuring operational efficiency, and supporting collections activities. The role focuses on achieving disbursement targets, expanding market penetration, maintaining portfolio quality, and ensuring compliance with company policies and operational standards.

Key Responsibilities

1. Sales Growth & Business Development (40%)

• Achieve at least 100% of monthly loan disbursement targets and maintain a minimum of 90% year-to-date cumulative target achievement.
• Drive the required product mix of 80% core civil servant loans and 20% other products in line with branch sales objectives.
• Secure a minimum of one (1) new vote sign-up per branch every quarter and maintain average regional vote penetration of at least 80%.
• Ensure at least 60% of loans are disbursed within a turnaround time (TAT) of 24–48 hours.
• Develop and execute monthly marketing plans and conduct a minimum of two (2) documented marketing activations per month.
• Ensure 100% acquisition of Letters of Undertaking (LOUs) and timely code uploads within agreed timelines.
• Achieve budgeted sales targets from alternative sales channels including USSD and Call Centre platforms.

2. Agent Growth & Management (20%)

• Maintain a minimum of fifteen (15) active agents per branch, with at least ten (10) productive agents disbursing monthly.
• Conduct monthly refresher training sessions for agents on company systems, products, and processes, ensuring full attendance is documented.
• Ensure zero commission clawbacks by promoting compliance and preventing cross-selling to competing institutions.
• Monitor agent performance and provide continuous support to improve productivity and compliance.

3. Relationship Management (20%)

• Build and maintain strong working relationships with Vote Management stakeholders within the assigned territory.
• Maintain and regularly update a comprehensive database of Vote Managers’ contact details and share updated records monthly with the Regional Manager.
• Ensure all assigned Votes are visited at least once every month, with evidence recorded in the visit log/register.
• Support the Collections Team with arrears follow-up activities, including customer engagement and delivery of demand letters within agreed timelines.
• Promote business growth and portfolio quality through effective stakeholder engagement and customer relationship management.

4. Operations & Compliance (10%)

Reporting

• Submit weekly petty cash utilisation reports accurately and in compliance with SOP requirements.
• Prepare and submit monthly IAT reports by the first working day of the following month.
• Maintain up-to-date competitor analysis reports and promptly communicate market developments, competitor products, pricing, and process changes.

Fleet Management

• Submit weekly fleet management reports in accordance with SOP requirements.
• Monitor and control vehicle maintenance, fuel usage, and operational expenses within approved budgets.
• Ensure company vehicles are used strictly for official business, and all usage is properly documented.

Petty Cash Management

• Ensure petty cash reconciliations are accurately completed, supported with relevant documentation, and submitted within required timelines.

Housekeeping & Compliance

• Maintain a clean, organised, and professional branch environment.
• Ensure all operational registers are updated and maintained at all times.
• Safeguard branch assets and ensure they are functional, maintained, and periodically verified.
• Ensure all required trading and regulatory licences are valid, displayed, and renewed on time.
• Monitor and ensure timely settlement of rental obligations in line with company policy.

Deal Resolution

• Ensure pending deals do not exceed ten (10) days and actively follow up on bottlenecks to achieve timely resolution.
• Manage deal exception processes and ensure HR approvals are obtained within stipulated timelines.
• Ensure completeness and accuracy of all loan applications and supporting documentation before submission.
• Maintain strong portfolio quality by minimising avoidable declines, resubmissions, and fraud risks.

5. Collections Support (10%)

• Support the Collections Team in arrears management by delivering demand letters and conducting follow-up activities with defaulting customers.
• Conduct regular follow-ups on arrears at Vote level and ensure payroll reports are obtained for reconciliation.
• Coordinate monthly collection and submission of payroll reports to support portfolio monitoring and collections management.

Key Performance Indicators (KPIs)

• Monthly and YTD disbursement target achievement
• Vote penetration and new vote sign-ups
• Loan turnaround time (TAT)
• Agent productivity and retention
• Portfolio quality and arrears management
• Compliance with operational SOPs
• Timeliness and accuracy of reports
• Customer and stakeholder engagement effectiveness

Qualifications & Experience

• Bachelor’s degree in Business Administration, Sales & Marketing, Finance, or a related field.
• Experience in sales, microfinance, banking, or financial services operations is an added advantage.
• Strong relationship management and negotiation skills.
• Good analytical, reporting, and problem-solving abilities.
• Ability to work under pressure and achieve targets.
• Proficiency in Microsoft Office applications and digital sales tools.

Competencies & Skills

• Sales and business development
• Relationship management
• Leadership and team coordination
• Communication and interpersonal skills
• Time management and organisation
• Attention to detail and compliance orientation
• Customer service excellence
• Data analysis and reporting skills

• Achieve at least 100% of monthly loan disbursement targets and maintain a minimum of 90% year-to-date cumulative target achievement.
• Drive the required product mix of 80% core civil servant loans and 20% other products in line with branch sales objectives.
• Secure a minimum of one (1) new vote sign-up per branch every quarter and maintain average regional vote penetration of at least 80%.
• Ensure at least 60% of loans are disbursed within a turnaround time (TAT) of 24–48 hours.
• Develop and execute monthly marketing plans and conduct a minimum of two (2) documented marketing activations per month.
• Ensure 100% acquisition of Letters of Undertaking (LOUs) and timely code uploads within agreed timelines.
• Achieve budgeted sales targets from alternative sales channels including USSD and Call Centre platforms.
• Maintain a minimum of fifteen (15) active agents per branch, with at least ten (10) productive agents disbursing monthly.
• Conduct monthly refresher training sessions for agents on company systems, products, and processes, ensuring full attendance is documented.
• Ensure zero commission clawbacks by promoting compliance and preventing cross-selling to competing institutions.
• Monitor agent performance and provide continuous support to improve productivity and compliance.
• Build and maintain strong working relationships with Vote Management stakeholders within the assigned territory.
• Maintain and regularly update a comprehensive database of Vote Managers’ contact details and share updated records monthly with the Regional Manager.
• Ensure all assigned Votes are visited at least once every month, with evidence recorded in the visit log/register.
• Support the Collections Team with arrears follow-up activities, including customer engagement and delivery of demand letters within agreed timelines.
• Promote business growth and portfolio quality through effective stakeholder engagement and customer relationship management.
• Submit weekly petty cash utilisation reports accurately and in compliance with SOP requirements.
• Prepare and submit monthly IAT reports by the first working day of the following month.
• Maintain up-to-date competitor analysis reports and promptly communicate market developments, competitor products, pricing, and process changes.
• Submit weekly fleet management reports in accordance with SOP requirements.
• Monitor and control vehicle maintenance, fuel usage, and operational expenses within approved budgets.
• Ensure company vehicles are used strictly for official business, and all usage is properly documented.
• Ensure petty cash reconciliations are accurately completed, supported with relevant documentation, and submitted within required timelines.
• Maintain a clean, organised, and professional branch environment.
• Ensure all operational registers are updated and maintained at all times.
• Safeguard branch assets and ensure they are functional, maintained, and periodically verified.
• Ensure all required trading and regulatory licences are valid, displayed, and renewed on time.
• Monitor and ensure timely settlement of rental obligations in line with company policy.
• Ensure pending deals do not exceed ten (10) days and actively follow up on bottlenecks to achieve timely resolution.
• Manage deal exception processes and ensure HR approvals are obtained within stipulated timelines.
• Ensure completeness and accuracy of all loan applications and supporting documentation before submission.
• Maintain strong portfolio quality by minimising avoidable declines, resubmissions, and fraud risks.
• Support the Collections Team in arrears management by delivering demand letters and conducting follow-up activities with defaulting customers.
• Conduct regular follow-ups on arrears at Vote level and ensure payroll reports are obtained for reconciliation.
• Coordinate monthly collection and submission of payroll reports to support portfolio monitoring and collections management.

• Sales and business development
• Relationship management
• Leadership and team coordination
• Communication and interpersonal skills
• Time management and organisation
• Attention to detail and compliance orientation
• Customer service excellence
• Data analysis and reporting skills
• Proficiency in Microsoft Office applications and digital sales tools

• Bachelor’s degree in Business Administration, Sales & Marketing, Finance, or a related field.
• Experience in sales, microfinance, banking, or financial services operations is an added advantage.
• Strong relationship management and negotiation skills.
• Good analytical, reporting, and problem-solving abilities.
• Ability to work under pressure and achieve targets.