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Job Title:    Assistant Manager Relationship  

Organisation: Opportunity Bank (OBUL)

Duty Station: Kampala, Uganda

Reports to: Branch Manager

About US:

Opportunity Bank Uganda Ltd (OBUL) is a member of Opportunity International, a global microfinance institution that provides access to financial services in 27 Countries globally serving over 2 Million customers with Savings, Credit and other transformational services aimed at transforming the lives of low income earners.

Job Summary: The Assistant Manager Relationship will provide general oversight of the entire credit activities within the branch. The Assistant manager relationship shall therefore oversee the credit processes and procedures in the branch, including marketing, growth, deposit mobilization, credit origination and creditworthiness of credit applications at the branch whilst monitoring the repayment progress and recovery initiatives for delinquent accounts. All administrative aspects of credit such as documentation, collateral management, credit reference bureau, people management matters under the micro, SME and trade finance shall be the full responsibility of the Assistant Manager relationship

Key Duties and Responsibilities:

Branch Management supervisory roles:

• Supervises the branch staff to ensure achievement of financial sustainability, market coverage, customer outreach, savings portfolio growth, transformation, service quality with a focus on consumer protection and, efficient targets for the branch
• Monitors branch office expenses to ensure compliance with budget
• Ensure that client’s complaints and feedback are appropriately and effectively handled, the complaints handling channels are in place and effectively being used
• Train, mentor, advice, guide and support branch staff to ensure staff are motivated and organized to exceed performance targets
• Ensure that both new and existing clients receive quality training in financial literacy, business management skills, loan terms and conditions etc
• Communicate clearly to branch staff all policies, guidelines and procedures, where training is needed it should be provided
• Ensure that both operational and relationship branch functions and activities are in compliance with banking legislation, client protection guidelines and internal control policies and procedures.
• Ensure branch staff behavior is in line with the code of conduct, core values and mission
• Ensure that staffs communicate clearly and effectively to clients in a language that they understand, explaining all terms and conditions before sale and during sale.
• Ensure that clients receive signed copies of Key facts documents, loan contracts, and their guarantors also receiving copies of the guarantee contracts
• Ensure staff are well trained in loan assessment and evaluation to prevent client over indebtedness
• Operational and credit risk management, internal control and regulatory policies, procedures and systems compliance

Credit Financial Performance Management for Assigned Area

• Evaluates, monitors, and controls all Relationship Officers’ performance against agreed performance standards and targets and takes corrective action. (Daily early morning meetings with each individual officer to assess performance of asset quality and asset growth before they go to the field.)
• Prepares the company credit operations report on a daily, weekly and monthly basis, and analyze reports vis-à-vis performance targets (Daily monitoring of PTRS and GSA)
• Validates information received from Relationship Officers regarding default payments, business activity, and other issues that may arise during the Centre meeting.
• Reviews collection report per Relationship Officer taking note of delinquent payments and ensuring that corrective action is taken daily.
• Oversees the function of credit reference Bureau (CRB)in accordance with the Bank approved policies on CRB enrolment and enquiries. Ensures that relationship officers are trained and quality of CRB is maintained at all levels.
• Oversees the branch credit cycle in accordance with the approved credit policies and procedures not limited to origination, underwriting, documentation, monitoring and collections of delinquent and written off loans.
• Shall oversee the collateral and file management of the branch ensuring that all loans are adequately secured and all client files accounted for at all times. This shall include, retrieval, storage, custody and stock taking of collaterals.

Group and Individual portfolio Development oversight

• Facilitates Information Meeting with potential clients and effectively communicates company products and services and credit policies and procedures.
• Drive group creation to achieve branch targets of growth
• Reviews pre-qualification assessment report prepared by Relationship Officers.
• Conducts spot checks to group meetings to ensure that requirements such as physical setup and attendance are followed. (Makes visits on 2 days per week. Visits are half a day long)
• Coordinate client loan orientation seminars, weekly, four times a month

Oversight on Loan Approval, Disbursement and Collections

• Recommends approval of loans and ensures that appropriate amount is recommended (check files for required paperwork, record them in the system, then stamp them.)
• Ensures that approved loans are processed and disbursed in accordance with the bank’s service charter.
• Reviews and approves summary of loan disbursements.
• Interviews clients prior to loan release to ensure that the clients are fully aware of their rights and responsibilities.
• Conducts interviews with exiting clients to ascertain reasons for exit and come up with remedial strategies to retain the good clients.
• Permanent member of the Branch credit committee (BCC).
• Ensure that all loan applications are correctly captured on the CRB and approve/decline them on the portal while in the credit committee.
• Check and approve General transaction vouchers

Risk Management and Compliance:

• Identify risk factors and establish frameworks to mitigate risk in the branch making sure there is a faster mechanism in place to enable quick and early detection and escalation of issues when they arise.
• Ensure compliance with all policies and procedures, BOU regulations, budget parameters, and procedures of the bank
• Responsible for closure of audit, risk and BOU findings /reports, and helping resolve issues raised as well as ensuring no repeat findings.
• Branch based marketing, sales and client service strategy and approach
• We shall behave in a C.H.R.I.S.T-like manner towards our clients
• Ensure profitability of the branch through cost controls and deposit mobilization.
• Ensure staff act fairly and reasonably in all their dealings with a client or group of clients, not discriminate against any customer on the grounds of sex, race, colour, ethnic origin, tribe, birth, creed or religion, social standing, political opinion or disability;
• Ensure staff do not exert undue influence or duress on a consumer to enter into a transaction
• Solicits new clients.
• Actively educate and promote company products and services to clients, local government leaders, and community leaders.
• Ensures that clients receive quality products and services.
• Maintains and builds client relationships through regular client interface.
• Conducts area survey together with the Branch Manager to identify expansion areas.
• Develops knowledge of market condition and competition.
• Attend to client inquires and resolve basic client complaints daily.
• Establish linkages with like-minded organizations that can provide services that OBUL cannot provide to promote holistic transformation e.g Health services
• Train staff on best customer service and award good customer service

Branch human resource management

• Reinforces the application of superior customer service through his or own example with appropriate follow through with involved client and employees.
• Reinforces sales-oriented culture that satisfies the needs of clients and recognizes the importance of long-term customer relationships.
• Monitors staff in cross-selling and product presentation to clients.
• Trains Relationship Officers on the credit policies and procedures, group formation and development, credit and arrears management, conflict resolution and values formation.
• Carries out annual performance review of direct reports ensuring that they are appraised based on SMART objectives.
• Ensures effective management of poor performance and disciplinary actions, when necessary.
• Acts as an exemplar to the organizational values and sets a personal example to Relationship Officers.
• Coaches, encourage, and mentors direct reporting staff.
• Encourages teamwork and the sharing of best practice amongst all Relationship Officers.
• Holds regular reporting and planning meeting with Relationship
• Ensure staff adhere to the code of conduct and those who deviate face disciplinary actions
• Promote staff spiritual development activities like devotions, prayer retreats, trainings, team work building activities etc.
• Ensure that both staff and clients have access to HIV/AIDS preventive and positive living information and those who are infected are affected are not discriminated.
• Conduct staff exit survey’s and inform management

Transformation and SPM objectives and activities

• Ensure that transformation and Social performance management are embedded in the branch’s activity plan, staff targets, staff activity plans, budget and daily branch operations
• Ensure that outreach and transformation data is, collected, validated and data is entered into T24
• After the data has been analyzed, ensure that results are used to improve branch performance and also inform management
• Ensure that branch staff performance targets and work plan are aligned to the transformation and SPM OBUL’s strategic plan
• Ensure branch staff are trained on the vision, mission, transformation impact, and OBUL code of conduct
• Encourage the discussion, understanding and promotion of transformation activities by all branch staff and clients
• Promote staff and client transformational development especially personal financial literacy and ensure that it is regularly monitored
• Support and promote the OI Network gender policy and the network’s initiatives for gender sensitivity and gender equity

Qualifications, Skills and Experience:

• The applicant must hold a Bachelor’s degree from a reputable university or college is an added advantage.
• Banking Compliance Regulations and Legal Legislation
• Planning and Performance Management
• Business Development, Marketing and Client Relationship Management.
• Reporting and Communication Skills
• Interpersonal and People Management Skills
• Adult learning training skills
• Knowledge and expertise Essential
• Credit management skills
• Working with low income people
• Desired: Financial management coupled with sales management.

NB: Opportunity Bank is an equal opportunity employer.

How to Apply:

All candidates should send their updated CVs and application letters via Email to recruitment@opportunitybank.co.ug

Deadline: 27^th October, 2023

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