Position: Manager, Resource Mobilization and Customer Service Division

Place of Work: Head Offices, Addis Ababa 

Opening Date: August 21, 2025 

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.

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.

Job Requirements

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 

How to Apply 

Candidates who fulfil the above requirements can submit the application letter, updated curriculum vitae with names and addresses of up to 3 references and non-returnable copies of credentials apply online HR@kebronmfi.com