Relationship Manager NGO Job World Vision, Kakamega, Kenya

The Branch manager shall take the leadership role at the Branch and mentor the Branch staff towards the achievement of VFK’s Mission, Vision, and Strategic Objectives. Ensure the Branch attains high standards of Customer Service and customer Retention and excellent compliance with internal and local regulations. Develop and maintain critical relationships at the Branch to enhance business Development. Be a marketing champion for the products and services of VisionFund Kenya MFI within the area coverage.

Responsibilities

Key responsibilities and weighting (tasks & outputs)

Credit Risk & Operational Compliance  

• Implements policies, procedures, and internal controls at the branch
• Oversee accurate client assessments, credit appraisals, and loan approvals.
• Conduct regular credit committee meetings and loan quality reviews.
• Monitor field activities, delinquency trends, and enforce early recovery strategies.
• Ensure adherence to regulatory and institutional policies including Know Your Customer   (KYC), Anti-Money Laundering (AML), and data privacy.
• Prepare for internal and external audits; close 85% of issues within 90 days           

Branch staff Supervision &Development 

• Planning the Branch staffing and Evaluating existing staff in accordance with management decisions/directions;
• Ensures that the branch staff maintains very high morale, and identifies capacity building/training needs.
• Undertakes periodic performance appraisals and staff development plans.
• Conduct regular coaching, performance reviews, and productivity assessments for staff.
• Identify and mentor at least one high-potential team member per year.
• Implement action plans from “Our Voice” staff engagement surveys.
• Support staff wellness, disciplinary procedures, and HR compliance.
• Achieve staff retention rate of 90% or higher.

Financial Performance & Growth  

• Achieve branch disbursement, client acquisition, collection, and profitability targets.
• Maintain Portfolio at Risk (PAR > 1 day) below 5% and ensure write-offs are minimized.
• Lead local business development initiatives, including marketing and community outreach.
• Promote financial inclusion by growing new clients and retaining at least 90% of existing ones.
• Ensure timely turnaround for loan applications and approvals to maintain efficiency.       

Digital Tools Utilization

• Ensure full usage of the core banking system, digital field applications, and MIS platforms.
• Monitor loan origination, disbursement, and collections through system dashboards.
• Train staff and clients on using digital channels to enhance efficiency and access.          
• Branch efficiency and awareness of digital platforms

Planning 

• Develop the branch business plan and annual work plans and submit the plan for further deliberations at the wider Operations team
• Proposes adjustments to the branch business plan and initiates proactive approaches for branch growth.
• Maintain strong relationships with clients, local leaders, faith institutions, and strategic partners.
• Support implementation of partnerships and ensure compliance with MOU deliverables.
• Represent the branch in community events and institutional forums as required.

Sales & Marketing

• Submit timely and accurate weekly, monthly, and quarterly branch reports.
• Monitor market trends and provide intelligence on customer behavior, competition, and product relevance
• “Champions” the branch expansion in new markets within the branch’s area of coverage;
• Implements a customer-driven branch approach
• Proposing and facilitating market research and survey activities
• Sales Empowerment to branch staff.      
• Customer Experience & Responsible Lending, Reporting and communication
• Uphold client protection principles and Safeguarding Protocols in all client interactions.
• Organize and oversee client trainings in financial literacy and responsible borrowing.
• Implement Empowered Worldview (EWV) and group engagement sessions to build loyalty and impact
• Works with other management members of VisionFund Kenya MFI; 
• Requests and submits readily performance and financial reports
• Attends monthly Relationship Managers meetings, engages in team problem-solving, and works together on overlapping tasks.
• Provides backup support to the other branches and head office as needed
• Communicate with staff on organizational changes   

And any other duties that the Regional Manager may assign from time to time  

Qualifications & Competencies

• Diploma or degree in Finance, Business Administration, Economics, or related field.
• Minimum 3 years’ experience in microfinance or retail banking operations.
• Strong leadership, coaching, and team-building experience.
• Excellent communication, organizational and reporting skills.
• Sound knowledge of credit operations, compliance, and financial services.
• Experience in managing fraud prevention, audit compliance, and internal controls.
• Ability to manage change, drive innovation, and navigate challenges with resilience.
• Tech-savvy and open to digital transformation initiatives.
• Demonstrated commitment to ethical leadership, integrity, and inclusion.

Other Competencies/Attributes:

• Must be a committed Christian, able to stand above denominational diversities.
• Attend and participate in the leadership of daily devotions.
• Perform other duties as required by the board or the owners.

How to Apply

Click here to apply