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JOB AT Urwego Bank Plc : Service Center Manager : ( Deadline : 02 May 2019 )

JOB AT Urwego Bank Plc : Service Center Manager  : ( Deadline : 02 May 2019 )


JOB AT Urwego Bank Plc : Service Center Manager : ( Deadline : 02 May 2019 )







To provide a ladder of opportunity to underserved communities in Rwanda, as we proclaim and live the Gospel of Jesus Christ.




We share the hope of Christ as we provide financial services and biblically based training that restore dignity and break the cycle of poverty.




The love of Jesus Christ motivates us to identify with those living in poverty and be His hands and feet as we strive to glorify God


Service Center Manager


Urwego Bank Plc is dedicated to providing financial services to the people of Rwanda. Motivated by Jesus Christ’s call to serve those in need. Its mission is to achieve economic spiritual transformation in the lives of underserved, using financial services and tested trainings as we share Jesus Christ’s love.


Urwego Bank wishes to recruit 2 Internal qualified, competent and proactive Service Center Managers in Nyabugogo and Kigali Main Branch who will Promote and fulfill the mission of Urwego Bank.


Job Title: Service Center Manager


Department: Business


Reporting to: Division Leader


Directly Supervises: Operations Manager and Sales Team Leader


Location: Kigali, Rwanda





The Service Center Manager role oversees all branch operations, account opening, cash transaction as well as loan transaction and must ensure clients are given high-level service in a secured and welcoming environment. Ensuring branch expenses are managed reasonably and profitability is attained. The Branch Manager manages all the relationship with the branch and represent Urwego Bank at the Branch Level.







Promote and fulfill Urwego Bank’s 3Ms as listed above while working within a Christ-centered environment that is mission-driven, community-oriented and results-driven.


Spiritual Integration and Christian Witness


Ensure a personal, healthy spiritual balance within a family, work, and church life through the adoption of biblical personal and spiritual disciplines; and
Conduct daily work, make decisions and help Urwego Bank make decisions in a way that witnesses to the presence, power, and love of Jesus and the reality of his Kingdom on earth.
Strategic Alignment


Work with the Division Leader and Director of Service Delivery to implement Bank-wide strategy and Branch Level strategic initiatives by ensuring achieving the Christ-centered, quality and growth targets established.
Help ensure services focus on the high priority target markets that Urwego serves, remaining true to its mission.
Ensure that Bank-wide strategic focus is clearly casketed down to each staff and they all clearly understand their role in the implementation and achievement of the strategic focus.


Responsible for people management of the branch


Responsible, together with Division Leader and Human Resources Department, for overall people management in the branch including recruitment, induction, development and training, performance appraisals, career progression, disciplinary action, and staff morale and motivation.
Performance Management – Provide ongoing feedback to each employee in the branch on their performance. Effectively manage poor performance and disciplinary management.
Training and Development – Assist in training and development of branch staff in current and new products. Relay training needs of staff to the Division Leader and HR department and follow up to ensure there is a plan for the said training


Manage day-to-day Performance of the branch


Oversee the overall performance of the Branch -Ensure a sales-oriented culture that incorporates high levels of efficiency and accuracy with excellent customer service and a portrayal of Urwego Bank core values.
Monitor the performance of branch loan portfolio and client relationships to minimize the rate of delinquent loans and write-offs.
Deposits – Manage savings and deposit mobilization businesses, ensuring that deposit volumes continue to grow on target.
Cash Management – Monitor cash levels in the vault, tills, and ATM and ensuring that the cash insured limits are observed and complied with.
Marketing – Develop and explore new markets for growth within the bank’s growth strategies and business plans, work with the Division Leader and Head of Marketing to come up with high-level strategic marketing plans (including promotions, advertisements, etc.)
Help create a general awareness of Urwego Bank in the community through monthly sensitization meetings.
Visit and nurture relationships with clients. – at least 1 visit to potential and actual clients per month.
Compliance – Ensure all branch operations are in compliance with local financial institution regulations, policies and procedures.
Take a lead to ensure that all internal audit and compliance findings are well addressed in due time
Manage and promote delivery channels usage including managing mHose agents’ network within your area of operation.

Ensure security of branch banking hall and office premises


Ensure a secure and controlled banking hall and back office premises to protect Urwego Bank staff and client assets particularly in transit and in vaults, the security of the branch infrastructure, and adhoc spot checks on alarm systems and cash, custody of vault keys, CCTV, segregation of duties, etc.
Monitor budget and targets for branch

Participate in setting the annual budget and targets for the branch and ensuring those targets are casketed down to individual member target.
Manage the profit and loss statement for Branch, in a way to maximize the contribution to the bank as well as the benefit for the Branch members.

Credit Quality


Work with the sales team to generate and ensure that only quality loans are put forward for approval.
Collaborate with the product managers to ensure product design is practical for the service delivery team to implement and appropriately risk mitigated.
Supervise credit administration department to ensure that accurate loan data is captured to assist the sales team to receive reports of their portfolio quality.
Act as a member of the Branch Credit Committee and ensure that thorough credit analysis is completed and loan approval is done on a timely manner in order to improve the turnaround time for loans.




Achievement Orientation – Has a passion for excellence. Set and meet aggressive commitments for self and others. Believe in stretch goals and motivate others to achieve results beyond their own expectations. Overcomes obstacles, accepts responsibility, creates a results-oriented environment and follows through on actions.
The driver of Innovation/Change – Generate new ideas and improve existing systems through new ways that challenge the status quo. Seeks ways to ensure banking at UOB is easy and empowering for UOB’s target market and creates a sense of belonging for our customer.
Customer Orientation – Embodies a strong customer orientation and seeks new and better ways to serve both the end clients and internal clients. Possesses a solid understanding of the microfinance market and target customers.
Critical Judgement and Decision-Making – Define issues and focus on achieving workable solutions to obstacles. Make sensible decisions on the basis of analysis and experience.
Inspire Commitment – Champion and live out Urwego Bank’s corporate values and Christian motivation. Actions and behaviors are consistent with words. Committed to promoting and supporting gender equity and diversity in the workplace and in our programs.
Excellent Communicator – Communicates well, both verbally and in writing. Effectively conveys and shares information with others. Listens carefully and understands various viewpoints. Presents ideas clearly and concisely and understands relevant detail in presented information.
Leadership and Interpersonal Skills – Creates a culture of continuous development where employees feel ownership in what they do and continually improve themselves and the business. Recognizes and rewards individual and team achievements.




Personal confession of Christian faith and commitment to the mission of Urwego Bank.
Bachelor’s degree in business, economics or related field;
5 or more years of experience in microfinance, banking or financial services sector;
3 years of management/leadership experience;
Experience leading front office and sales staff of a retail bank;
Strong organizational skills, including effective time management and prioritization of competing demands/multiple deadlines;
Demonstrated analytical and strategic thinking skills;
Advanced Microsoft Office suite skills;
Experience in credit management preferred;


How to apply


Interested and eligible applicants should submit the following documents to Urwego Bank Plc Head Office at Remera, Umuyenzi Plaza not later than 2nd May 2019 at 5 pm.
Motivation letter explaining your suitability for the position,
Curriculum vitae with 2 referee names,
Degree Certificate copy of ID and additional certificates if any.
Recommendation from your Church.
Statement of Faith.
Only Shortlisted candidates will be contacted.

Thank you.

Urwego Bank PLC






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