TERMS OF REFERENCE (TOR)

1. Position Title

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

2. Background

Effective management of branches, service points, agents, and microfinance operations is essential for delivering reliable financial services, maintaining customer relationships, and achieving operational performance targets.

The position will oversee and coordinate branch, service point, agent, customer service, field team, and microfinance activities in Mogadishu.

3. Purpose of the Position

The purpose of this position is to ensure effective management of branch and field operations, customer services, agents, and microfinance activities in Mogadishu.

4. Key Objectives

The position will:

• Ensure effective branch and operational management.
• Manage and monitor service points and agents.
• Support microfinance lending, savings, and collections.
• Strengthen customer service and relationships.
• Supervise staff and field teams.
• Monitor operational and financial performance.

5. Key Responsibilities

• Manage branch and service point operations.
• Supervise agents and field teams.
• Monitor operational and financial performance.
• Support microfinance lending and collection activities.
• Monitor savings and customer service activities.
• Support effective customer onboarding.
• Maintain strong client relationships.
• Monitor agent and service point performance.
• Identify operational challenges and recommend solutions.
• Support achievement of operational targets.
• Prepare operational and performance reports.
• Ensure effective implementation of operational procedures.

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 branch operations, microfinance, banking, agent banking, financial services, or related operations.
• Experience managing branches, service points, and agents.
• Experience managing field teams and customer services.
• Experience in microfinance operations.
• Experience supervising staff.
• Experience monitoring operational and financial performance.

8. Required Skills and Competencies

• Strong branch and operational management skills.
• Knowledge of microfinance products.
• Knowledge of lending, savings, collections, and customer onboarding.
• Strong leadership and team-management skills.
• Strong customer service and relationship-management skills.
• Good knowledge of the Mogadishu market and business environment.
• Strong problem-solving skills.
• Strong decision-making skills.
• Ability to manage operational targets and performance.

9. Deliverables / Expected Outputs

• Branch and service point operations effectively managed.
• Agent network effectively monitored.
• Microfinance lending and collection activities monitored.
• Customer onboarding effectively managed.
• Staff and field teams supervised.
• Operational and financial performance monitored.
• Customer service standards maintained.
• Operational reports prepared.
• Operational targets actively managed.

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.