TERMS OF REFERENCE (TOR)

1. Position Title

Branch, Service Point, Agent & Microfinance Operations Officer – Balcad

2. Background

Effective field and microfinance operations are important for expanding access to financial services, maintaining strong customer relationships, and ensuring effective service delivery.

The position will manage and monitor service points, agents, field teams, customer relationships, and microfinance activities in Balcad and surrounding markets and communities.

3. Purpose of the Position

The purpose of this position is to manage field operations, service points, agents, customer relationships, and microfinance activities while ensuring effective operational performance.

4. Key Objectives

The position will:

• Manage service point and field operations effectively.
• Monitor agents and field teams.
• Support lending, savings, and collections.
• Strengthen client and community relationships.
• Ensure effective customer onboarding.
• Monitor operational performance.

5. Key Responsibilities

• Manage service point and agent operations.
• Supervise field staff and teams.
• Monitor microfinance lending activities.
• Monitor collections and savings activities.
• Support customer onboarding.
• Maintain strong client relationships.
• Engage with local communities and businesses.
• Monitor agent and service point performance.
• Identify and resolve operational challenges.
• Support achievement of operational targets.
• Prepare operational reports.
• Monitor field performance and provide recommendations for improvement.

6. Required Qualifications

Mandatory

• Bachelor’s degree in Business Administration, Finance, Economics, Accounting, Management, or a related field with at least 5 years of relevant professional experience; OR
• Master’s degree in a relevant field with at least 3 years of relevant professional experience.

7. Required Experience

The candidate must have:

• Experience in microfinance, banking, branch operations, agent banking, or financial services.
• Experience managing service points and agents.
• Experience managing field teams.
• Experience in customer relationship management.
• Experience in microfinance activities.
• Experience in staff supervision.
• Experience in collections, customer onboarding, and operational monitoring.

8. Required Skills and Competencies

• Strong operational and field-management skills.
• Knowledge of microfinance lending.
• Knowledge of collections and savings.
• Knowledge of customer service.
• Strong leadership and team-supervision skills.
• Good communication and interpersonal skills.
• Strong client relationship skills.
• Strong community engagement skills.
• Good knowledge of Balcad and surrounding markets and communities.
• Strong problem-solving and decision-making skills.

9. Deliverables / Expected Outputs

• Service point operations effectively managed.
• Agent activities monitored.
• Field teams effectively supervised.
• Lending and collection activities monitored.
• Customers effectively onboarded and supported.
• Client and community relationships maintained.
• Operational performance monitored.
• Operational challenges identified and addressed.
• Regular operational reports prepared.

10. Application / Submission Requirements

Applicants should submit:

1. Updated CV.
2. Cover Letter.
3. Copies of relevant academic qualifications.
4. Professional certifications, where applicable.
5. Relevant professional references.