Relationship Manager

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.
  

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