Branch Leader KE

Branch Leader

Title: Branch Leader

Country: Kenya

Reports to: Operations Lead

Location: Mombasa

Application Opening: 5th September 2025

Application Deadline:  30th September 2025

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 and life 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 that will 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 80,000+ clients and has hundreds of employees serving clients across its branches in Uganda and Kenya.

About the role

The branch leader is responsible for providing leadership to the entire branch team for business growth while ensuring optimal resource allocation. The branch leader is also the representative of the company in the branch’s area of operation, hence the key contact between Tugende and the business community.

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

Key Duties and Responsibilities

Branch and Field Operations

• Oversight and coordination of all branch activities; directing and supervising all branch operational activities, including Sales, Customer service, Human Resources, and administration in accordance with Tugende’s Objectives and procedures

• Prudent management of all branch resources, including human resources, assets, tools, and equipment. He/she should ensure that proper records are kept at all times.

• Ensure profitability, scale up operational radius, portfolio growth, and portfolio quality by implementing strategies to improve productivity and operational performance in efforts to achieve the financial targets of the branch.

• Maintain a forecast model that analyzes client optimal utilization to guide stock demands, manage the backlog through prioritizing, and a disbursement forecast that predicts periodic sales (weekly, monthly, quarterly, and annually).

• Providing direction to branch teams by ensuring strict adherence to standard Operating procedures and guidelines in place, and compliance with all Tugende Policies and employee manuals.

• Branch inventory management, including supervision of received stock, recording stock levels when delivered, and as they are shipped out of the branch. Supervise the update of the detailed record of each asset at the branch.

• Perform branch routine checks, actively run spot-on audits to assess risk and identify processes that are not working, then engage management by advising on changes to be made to improve.

• Portfolio Diversity – propose and recommend other assets for investment to limit exposure to few assets.

• Market survey and analysis to identify new opportunities for Tugende’s target market and potential clients while assessing the existing portfolio challenges.

• Oversee loan origination, credit assessments, and approval processes in line with company credit policy.

•  Monitoring competitor activity and market trends to inform branch strategies.

• Implement strategies for recovering overdue accounts and managing non-performing loans.

• Ensure timely and effective loan disbursement to approved customers.

• Support technological uptake for everyone at the branch by supporting the implementation of the company’s IT Guidelines and best practices.

• Ensure that all client agreements company copies are sent to the country office for archiving.

• Oversee and promote staff welfare within the branch by ensuring a safe,  secure, healthy, and supportive work environment, addressing employee concerns promptly, and facilitating initiatives that enhance morale, well-being, and work–life balance.

Customer Service Excellence

• Resolve all escalated branch customer complaints promptly and professionally.

• Building Rapport with the customers and the community, and ensuring they have a high quality of service aimed at driving Customer satisfaction and retention

• Upskill the team to focus on timely and quick service delivery for the customers before, during, and after purchases to satisfy customer needs

• Build a relationship with customers through routine stage visits and educate them on the different product types, services, and payment plans available.

Budgets and Forecasting

• Budget and financial forecast for the Branch resources to ensure smooth operation of the branch by managing Utilities, Office supplies, Stationery, etc

• Overall budget management through Monitoring track and report on branch utilization versus the approved budget. 

• Understand and Timely approval of and accurate checking of branch requisitions, and planning of the operational and financial forecast of their branches. (Branch P&L)

Performance Management 

• Set clear expectations, monitor team performance, and provide constructive feedback and coaching to support high performance by ensuring that poor performance is actively managed in accordance with Tugende’s best practices and processes.

• Identify and assess areas for personal and professional development and develop, implement, and manage performance and development plans to enhance performance.

• Review and approve the team’s work plan (branch shifts), ensuring that the resources and capabilities required to undertake work are in place at all times to service the branch.

Compliance and Reporting 

• Enforce adherence to company policies, legal requirements, and regulatory guidelines at the branch for all business processes.

• Ensure compliance with asset financing laws, KYC/AML requirements, and data protection standards.

• Prepare and submit daily, weekly, and monthly branch performance reports to management, including emerging trends

• Review monthly asset reports (all assets at the branch).

• Track and report on sales initiatives at the branch

Key Qualification, Experience, Working Condition  and Abilities

• Bachelor’s degree in Business, Finance, Microfinance, Economics, or related field.

• At least 5 years’ experience in financial services, with 2–3 years in a supervisory/branch leadership role.

• Office and field-based role with frequent client interactions.

• Demonstrated experience in credit management, asset financing, portfolio growth, and sales.

• High integrity, strong compliance orientation, and risk management awareness.

• Excellent communication, interpersonal, and report-writing skills.

• Ability to work under pressure, meet targets, and manage competing priorities.

• Analytical and problem-solving abilities.

• Proficiency in google suites  and CRM

Application procedure: Interested candidates who meet the above requirements should follow this  Link and apply.

Account Management Agent

Open job Title: Account Manager  Agent

Reports To: Branch Executive

Application Opens: 09th September, 2025

Application Closes: Open

Duty Location: Fortportal

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 and life 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 that will 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 70,000+ clients and has hundreds of employees serving clients across its branches in Uganda and Kenya.

About the role

As the Account Management Agent, you will be responsible for managing outstanding payments, ensuring clients pay on time, and maintaining positive client relationships. It involves handling all aspects of debt collection, contacting clients and maintaining accurate records. You’ll play a key part in maintaining financial health and keeping client accounts in good standing.

Key Responsibilities:

Loan management 

• Follow up on clients through phone calls, physicial visits ,document the conversations  on the staff App and CRM, and ensure that customers make their full payment as per their loan schedules.

• Contact clients and notify them of their overdue payments.

• Escalate defaulting loans to the recovery team with clear documentation of efforts invested in collections and client engagements as per the credit policy 

• Ensure that the clients loan agreement and other documentation is on file and easily accessible

• Timely customer complaint resolution or escalation

Incident Management 

• Coordinate, escalate and collaborate with the clients during any incident 

• Impounding assets attached to defaulting loans 

• Reporting and recording of all incidents that might hinder normal payment behaviour e.g. accidents, sickness etc.

• Submission of support documentation from clients during processing of insurance claims. 

• Supporting clients during retrieval of  any assets impounded by authorities or in cases of theft.

• Ensure compliance to all the loan terms and conditions.

 After sales

• Communicate new opportunities to potential clients

• Retention of existing clients – understanding their additional interests and customer feedback

Use of data, systems, and transparency

•  Record all customer interactions in the Customer Relationship Management (CRM) system

• Document and archive in the right channels all agreements made with the clients to keep a record for future reference. 

• No paper agreements will  be signed without the consent and signature of the branch executive

• Strict adherence to the Tugende Credit Policy. 

Qualifications and Skills:

• Diploma/Bachelor’s degree in Accounting, Admin, or a related field.

• 1-2 years of field based experience

• At least 1  year of experience in loan management and collections

• Excellent communication and interpersonal skills.

• Familiarity with lending products, financial services and CRM software.

Personal Attributes and Abilities:

• Outstanding communication and interpersonal skills to enable engagement with different stakeholders

• Strong negotiation and problem-solving skills

• Ability to manage multiple accounts and meet targets

• Professional, courteous, and empathetic approach to clients

• Self-motivated, goal-oriented, and detail-driven

• Unquestionable integrity and commitment to ethical standards 

• Proficient with CRM system 

Benefits 

Competitive package with an attractive result-based commission structure.

Application procedure: Interested candidates who meet the above requirements should follow this link  and Apply.

Sales Agents

Open job Title: Sales Agent

Reports To: Branch Executive

Application Opens: 05th January, 2026

Application Closes:  Open

Duty Location: Fortportal,Masaka, and
Soroti

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 and life insurance, training, safety equipment, and digital credit profiles in addition to affordable asset financing for SMEs. By helping clients grow economically and build 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 70,000+ clients and has hundreds of employees serving clients across its branches in Uganda and Kenya.

About the role

As a Sales Agent, you will play a vital role in driving revenue and building strong relationships with clients. Your primary responsibility will be to promote and sell our products/services to both new and existing customers, identify sales opportunities, and meet targets to help us achieve business growth.

●        
Customer Engagement:

○        
Establish and maintain relationships with both
new and existing clients through effective communication and quickly resolving
client’s issues

○        
Build and maintain strong relationships with
clients and community leadership to understand their financial needs and
suggest tailored solutions.

●        
Product Knowledge and services:
Demonstrate in-depth knowledge of the company products  offered and the sales/ credit processes for
acquiring the leases to potential customers.

●        
Sales drive and Strategy:

○        
Develop and implement sales strategies to meet
or exceed assigned sales targets consistently

○        
Coordinate with the branch executive, account
managers and other branch staff to implement activities aimed at increasing
demand for Tugende’s products and services

●        
Lead Generation: Identify and pursue new business
opportunities through networking, community engagements,  calling potential clients, attending industry
events and conducting outreach activities 
to educate both the community and prospects about Tugende’s offerings

●        
Sales Presentations: Prepare
and deliver compelling sales presentations and product demonstrations to
potential clients and ensuring timely follow-up

●        
Market Research:

○        
Stay informed about market trends, competitor
activities, and customer preferences in the assigned area and adjust sales
strategies accordingly.

○        
Together with the Marketing team, drive (or
participate in) market research to carry out benchmarks and observations that
position Tugende for better sales performance.

●        
Reporting:

○        
Maintain accurate records of sales activities,
customer interactions, and forecasts using CRM software.

○        
Prepare and deliver regular sales reports and
forecasts to the  branch executives and
senior management as and when required.

●        
Collaboration:

○        
Coordinate with the branch executive, account
managers and other branch staff to implement activities aimed at increasing
demand for Tugende’s products and service

●        
Collaborate with the marketing team to develop
targeted strategies that resonate with potential clients in the community.

●        
Engage the branch executive with specific
needs which if addressed will boost sales.

Qualifications and Skills:

●       
Diploma/Bachelor’s
degree in business administration or related field

●       
Previous
experience in sales, customer service, or a related field

●       
Strong
communication, negotiation, and presentation skills

●       
Goal-driven
with a proven track record of meeting or exceeding sales targets

●       
Self-motivated
with a positive, can-do attitude

●       
Ability
to build rapport and establish trust with customers

●       
Comfortable
using CRM systems or sales software

●       
Excellent
communication and interpersonal skills.

Benefits

Competitive
package with an attractive result-based commission structure.

Application
procedure: Interested candidates who meet the above requirements should
follow this link and apply.

Recovery Agent

Open job Title: Recovery Agent

Reports To: Branch Executive

Application Opens: 09th September, 2025

Application Closes:  30th September,2025

Duty Location: Soroti

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 and life 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 that will 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 80,000+ clients and has hundreds of employees serving clients across its branches in Uganda and Kenya.

About the role

As a Recovery Agent, you will be responsible for managing a diverse range of debt recovery cases, ensuring that outstanding debts are collected in a timely and efficient manner. You will work closely with clients to negotiate payment plans and resolve any disputes while adhering to industry regulations and company policies and liaising with the head office recovery team. Your role is critical in maintaining positive customer relationships while achieving Tugende’s financial goals.

Key Responsibilities:

• Manage a portfolio of assigned cases, ensuring that outstanding debts are recovered in a timely and professional manner.

•  Issue demand notices to clients whose outstanding payments are overdue.

•  Impound all assets assigned and report on progress in real-time.

• Provide regular reports and updates on the status of recovery cases.

• Timely liaison with both internal and external teams, such as legal or headquarters recovery teams, to facilitate debt recovery procedures and escalations

• Maintain accurate and timely records of communications, engagements in the CRM for all clients including any negotiation plans made

• Handle customer complaints or disputes effectively and professionally.

• Monitor payment plans to ensure adherence and take appropriate action in cases of non-payment in line with policy.

• Assess the client payment history and make recommendations for termination of unproductive leases in line with the Tugende policy guidelines for termination. 

• Ensure compliance with set asset recovery procedures that include booking impounded asset in the branch inventory and incident recording

• Support with court cases when required by attending hearings to provide clerical support as requested by your supervisor or appointed legal counsel. 

Qualifications and Skills:

• 2- years Experience in debt recovery, credit control, or a similar role is preferred

• Excellent communication and negotiation skills

• Knowledge of relevant debt recovery legislation and best practices.

• Strong communication skills, both written and verbal, with the ability to negotiate effectively.

• Excellent organisational skills and attention to detail.

• Ability to handle sensitive situations with tact and professionalism.

• Proficient in using MS Office or similar software.

• Ability to work under pressure and meet targets.

Benefits 

Competitive package with an attractive result-based commission structure.

Application procedure: Interested candidates who meet the above requirements should follow this link  and apply

Collections Associate – Kenya

Open Job Title: Collection Associate

Reports To: Senior Collections Co-ordinator

Application Opens: 6th Oct 2025

Application Closes: Open

Duty Location:  All Branches (On-demand deployment)

Country: Kenya

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 and life 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 that will 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 70,000+ clients and has hundreds of employees serving clients across its branches in Uganda and Kenya.

About the role

The Collection Associate is responsible for managing client accounts and ensuring timely collections across assigned branches. The role focuses on achieving specific collection targets, maintaining client relationships, and contributing to overall branch performance.

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

Key Duties and Responsibilities

• Manage and monitor assigned client accounts to ensure timely repayment.

• Support branch staff in following up on overdue accounts and resolving client queries.

• Maintain accurate account records in the CRM system and provide regular performance reports.

• Collaborate with branch teams to implement collection strategies and improve repayment rates.

• Assist in identifying high-risk accounts and escalating issues to the Senior Collection Coordinator.

• Contribute to overall branch KPIs and revenue objectives.

Knowledge, experience, skills, and qualification

• Diploma or Bachelor’s degree in Finance, Business Administration, or related field.

• Atleast 1-2 years experience in collections, account management, or client-facing roles preferred.

• Strong interpersonal, communication, and problem-solving skills.

• Ability to achieve specific collection targets and contribute to branch performance.

• Proficiency in CRM systems and Microsoft Office Suite.

• Organized, proactive, highly flexible  and results-driven.

• Unquestionable degree in integrity and transparency.

• Riding Competence, preferably Class A2 and B, is a requirement for this position.

Interested and qualified candidates should follow this link and apply

Collection Associate – Kenya

Open Job Title: Collection Associate

Reports To: Senior Collections Co-ordinator

Application Opens: 6th Oct 2025

Application Closes: Open

Duty Location:  All Branches (On-demand deployment)

Country: Kenya

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 and life 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 that will 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 70,000+ clients and has hundreds of employees serving clients across its branches in Uganda and Kenya.

About the role

The candidate in this position will be responsible for the end-to-end management of clients’ life cycles with the business, from client acquisition to completion or termination. The Account Manager will also be responsible for monitoring the performance of the portfolio. They will ensure that all responsibilities below are executed in alignment with related Policies.

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

Key Duties and Responsibilities

• Manage and monitor assigned client accounts to ensure timely repayment.

• Support branch staff in following up on overdue accounts and resolving client queries.

• Maintain accurate account records in the CRM system and provide regular performance reports.

• Collaborate with branch teams to implement collection strategies and improve repayment rates.

• Assist in identifying high-risk accounts and escalating issues to the Senior Collection Coordinator.

• Contribute to overall branch KPIs and revenue objectives.

Knowledge, experience, skills, and qualification

• Diploma or Bachelor’s degree in Finance, Business Administration, or related field.

• Atleast 1-2 years experience in collections, account management, or client-facing roles preferred.

• Strong interpersonal, communication, and problem-solving skills.

• Ability to achieve specific collection targets and contribute to branch performance.

• Proficiency in CRM systems and Microsoft Office Suite.

• Organized, proactive, highly flexible  and results-driven.

• Unquestionable degree in integrity and transparency.

• Riding Competence, preferably Class A2 and B, is a requirement for this position.