VISIONFUND UGANDA JOB DESCRIPTION Today’s Date 20th May 2021 Job Title (HR Role) Manager, Micro & Small Enterprises (MMSEs) Supervisor’s Title Chief Operations Officer Supervises Chief Executive Officer PURPOSE OF POSITION To effectively manage and champion the implementation of growth and retention strategies in the segment of Micro and Small Enterprises (MSE) within the Operations department of VisionFund Uganda. MAJOR RESPONSIBILITIES % Time (30%) MSEs Strategy development (30%) Sales Management Major Activities Develop an MSE Strategy for all the Regions Support Regional staff to develop business plan and annual work plans that are executable. Provide input and guidance into the development of annual regional sales plans that are executable including running back to back sales campaigns Drive profitability in all the Regions Responsible for the overall performance and championing of growth and retention within the MSE segment by building strategic partnerships, sighting new growth opportunities, driving sales initiatives in line with the Credit development strategy as well as acquiring and building relationships with profitable MSE customers for VisionFund Uganda. Drive, allocate and monitor the regional sales budget and strategies under the MSE market segment Daily/weekly/monthly measurement and analysis of key sales indicators: leads, referrals, applications, decline rates, take up rates, utilization, active accounts and in active accounts and account closures as well as some related financial key indicators: assets and liabilities, margins. Reviews the performance of the MSE business on a daily, weekly and monthly basis and develops shortterm strategy shifts to ensure that overall performance targets within the MSE segment can be met in compliance with credit policies and procedures of the institution. Drive sales activities and campaigns working hand in hand with the Regional team, Branches, and Business Development team. Translate sales plans into meaningful sales scorecard at a Branch and individual level (e.g. Manager Branch Credit Officers and Credit Supervisors) Visit Branches and customers to drive productivity of credit staff. Continuously monitor and recommend appropriate responses and action to competitor activity Drive channel optimization within the various regions. 1 End Results Expected Increase market coverage, inch Productivity Profitability Portfolio growth. Profitability Brand Affinity Improvement in impact numbers (15%) Customer Service Management Guide the regional and branch teams on sales performance inclusive of specific tactics for improvement and optimization Pro-actively drive and be involved with projects that aim to improve sales measurement, performance tracking and MIS Create customized reports to the COO, Regional and Branch teams and other stakeholders based on agreed report process and timelines Align productivity of credit staff to regional financials Measures: Productivity per Credit staff Balance sheet growth against target Works with the branch teams to develop customer approaches for individual MSE relationships, setting size of wallet and cross-sell targets, and providing regular coaching and feedback to them on their progress towards achieving objectives. Establish service standards for all staff and drive the service culture among staff as a means of retaining customers. Perform a high level problem solving role by analysing root causes, effectively addressing them to minimize future reoccurrences Drive customer retention strategy within the Branches Address delays impacting turnaround times on key processes (such as rejected applications, delays in disbursement due to differing phone numbers, loans processing.)Within the branches and escalate unresolved issues to relevant departments as required. Analyse service trends and provide solutions to the identified gaps/lapses i.e. service lapses, peak times or system break down Hold customer forums to gather customer feedback on the general service provided by staff at VFU. Promote the VFU brand through sales and service. Manage adherence to the Financial Consumer Protection guidelines at the region Visit customers to strengthen relationships and build retention. Partner with Regions to implement service initiatives that will drive business growth. Profitability Mission orientation Client Retention Measures: Satisfactory customer survey feedback Customer retention trends Percent growth of self-service channel utilization Turnaround time for key processes within agreed standard (15%) People Management Provide sales coaching to branch staff as required Identify knowledge and skill gaps then work with the Branch Manager and HR Manager to recommend appropriate interventions 2 Retention of staff Productivity. Employee capability built. Have an input in the performance contracts of credit staff and participate in monitoring, reviewing and appraising credit staff in order to maintain performance at required levels Conduct meetings with credit staff to communicate relevant information and obtain feedback on sales issues within the branches Manage the handover process in accordance with laid down procedure Measures: Strategically aligned performance contracts for all credit staff Completed orientation and probation review documentation 100% training for all credit team (10%) Risk and Control Management Responsible for the management of the Credit Risk for all MSE Loans through analyses, development and implementation of a comprehensive Asset and liability strategy that optimizes the MSE balance sheet for VisionFund Uganda. Identify and manage business risks from both a customer and VFU perspective by adhering to the appropriate control mechanisms to minimize risk exposure Drive KYC compliance for existing and new business in VisionFund Uganda to mitigate any risks. Take action on non-KYC complaint clients/ accounts. Accountable for non-performing loans in the different regions. Address and resolve all service audit and risk findings within the region as and when they arise Measures: Satisfactory audit results Compliance adherence. Business continuity. Risk free environment. Zero losses. Quality Loans KNOWLEDGE, SKILLS AND ABILITIES List education, knowledge & skills, licenses preferred, and all experiences required to perform this position in a fully competent manner. Minimum education, training and experience requirements to qualify for the position: List academic, technical skills or other knowledge required as a minimum qualification for this position. Bachelor Degree in Business Administration or Accounting Master in marketing, Business Administration/Accounting added advantage Very good knowledge of oral & written English Very good analytical & reporting skills 5 years experience in credit management and savings & deposit operations List additional work experience required as a minimum qualification for this position. Good knowledge of VFU, WV &VFI Partnership Proficient in Microsoft office application 3 Excellent trainer, facilitator, mentor and coach Capacity & willingness to take responsibility and develop sense of rectitude Familiar with Core business Model and demonstrate effective Christian leadership and able to lead daily devotions. 4