Manager, Resource Mobilization and Customer Service Division

Position: Manager, Resource Mobilization and Customer Service Division

Place of Work: Head Offices, Addis Ababa

Opening Date: August 21, 2025

About the Organization:

Kebronhill Microfinance Institution S.C. (KHMFI) pioneers accessible financial services, merging vision with action. Licensed by the National Bank of Ethiopia (MFI/071/2024) under Proclamation No. 626/2009, we champion community upliftment by blending profitability with social impact. Committed to regulatory integrity, we welcome Ethiopians, foreign nationals of Ethiopian origin, and organization to join our journey. With a focus on innovation and inclusivity, KHMFI leads microfinance excellence, empowering individuals for a brighter future. Join our transformative vision and help shape a better tomorrow with us.

SPECIFIC DUTIES AND RESPONSIBILITIES

• Planning, organizing, coordinating, and supervising all operational activities of the Resource Mobilization & Customer Service Division.
• Lead, guide, and support department staff; ensure motivation, continuous training, and result-oriented performance management, including planning, monitoring, and annual appraisals.
• Maintain sound employee administration within the division to enhance productivity.
• Ensure all department activities are carried out according to annual plans and performance agreements.
• Prepare departmental plans, budgets, and periodic progress reports; provide performance feedback to Branch Offices as required.
• Develop and implement savings mobilization strategies, techniques, and promotional mechanisms to enhance the institution’s liquidity.
• Identify potential high-value depositors and encourage participation from all types of savers.
• Lead financial literacy programs to educate current and potential clients on the benefits of saving and the institution’s value propositions.
• Provide technical and professional support to branches regarding resource mobilization and branch operations.
• Develop and enforce service delivery standards and customer service charters for all branches and Head Office units.
• Investigate customer feedback on loan processing, savings account processing, and overall service delivery; introduce improvements as needed.
• Develop customer feedback collection and client exit survey tools to assess satisfaction and identify areas for service enhancement.
• Address and follow up on customer complaints and inquiries, coordinating with relevant branches or units.
• Identify skill and knowledge gaps in branch operations; recommend and coordinate relevant staff training and client orientation programs.
• Develop and implement branch performance evaluation standards to foster competition and reward top performers.
• Monitor and evaluate weekly and monthly branch performance in savings mobilization, compiling and submitting analytical reports with recommendations for improvement.
• Undertake regular field visits to verify compliance with savings mobilization policies, procedures, and NBE directives; gather client feedback on service delivery.
• Initiate proposals for new products and services to enhance competitiveness.
• Develop operational guidelines for agent bank selection and modalities of operation.
• Ensure compliance with institutional policies, procedures, and regulatory directives related to resource mobilization and customer service.
• Maintain effective risk management and internal control systems to safeguard client deposits.
• Establish and maintain effective communication with government bodies, community partners, donors, and other stakeholders.
• Stay informed on micro and small-scale business developments, both locally and internationally, and incorporate best practices.
• Participate in documenting and sharing lessons learned for organizational improvement.
• Authorize opening of deposit accounts for government agencies, public enterprises, cooperatives, and private entities, ensuring legal compliance and maintaining mandate records.
• Perform additional responsibilities as assigned by the supervisor.

EDUCATION & EXPERIENCE

• MBA/MA/BA Degree in Banking & Finance, Economics, Management, Accounting or related field.
• A minimum of 8/10 years work experience, preferably in banking or Microfinance business and 4 years shall be in a managerial position.

TECHNICAL AND OTHER SKILLS

• Strong organizational skills with the ability to coach staff in prioritizing workload while maintaining high standards of work.
• Proven technical and managerial ability, sound judgment, and capacity to work effectively and collaboratively with individuals at all levels.
• Demonstrated leadership and communication skills, promoting teamwork and staff commitment to achieving the Company’s Strategic Plan.
• Strong belief in teamwork, gender equality, and ethical conduct, with a high sense of integrity and responsibility.
• Proficiency in Microsoft Office applications.
• Excellent written, oral communication and Reporting skills.

Terms of Employment: Permanent

Salary: As per the Institution salary scale

Closing Date: August 29, 2025