• Supervise, guide, and coach call center agents and branch customer service staff.
• Monitor individual and team performance to ensure achievement of daily, weekly, and monthly targets.
• Foster a positive and high-performance customer service culture.

• Ensure all customer inquiries, complaints, and requests are handled promptly and professionally.
• Drive first-contact resolution to enhance customer satisfaction and operational efficiency.
• Maintain high standards of customer engagement and service delivery.

• Monitor call quality, service levels, customer feedback, and satisfaction metrics.
• Conduct regular performance reviews and implement improvement initiatives.
• Ensure adherence to customer service standards and operational procedures.

• Handle escalated customer complaints and complex service issues.
• Ensure timely resolution of cases within agreed Service Level Agreements (SLAs).
• Work proactively to identify root causes of recurring customer concerns.

• Collaborate with Operations, Collections, MIS, Marketing, and other departments to resolve customer issues effectively.
• Support initiatives aimed at improving customer experience and service processes.

• Prepare daily, weekly, and monthly reports on customer service performance.
• Analyze customer complaints, trends, and service data to recommend improvements.
• Track key performance indicators (KPIs) and provide actionable insights.

• Ensure compliance with company policies, customer service protocols, and data protection requirements.
• Maintain accurate customer records and confidentiality standards.

• Identify skills gaps and training needs within the customer care team.
• Coordinate coaching sessions, refresher training, and continuous development programs.
• Support employee growth and succession planning initiatives.

• Bachelor’s Degree in Business Administration, Communications, Customer Service, Marketing, or a related field from a recognized institution.
• Minimum of three (3) years’ experience in a call center or customer service environment.
• At least one (1) year of supervisory or team leadership experience.
• Experience using CRM systems and customer service technologies.
• Proficiency in Microsoft Office applications.

• Strong leadership and team management skills.
• Excellent verbal and written communication abilities.
• Customer-focused mindset with a commitment to service excellence.
• High emotional intelligence and conflict-resolution skills.
• Strong analytical and reporting capabilities.
• Effective problem-solving and decision-making skills.
• Ability to work in a fast-paced and target-driven environment.
• Knowledge of call center operations and customer relationship management systems.
• Coaching, mentoring, and staff development skills.
• Adaptability, resilience, and attention to detail.

• Customer satisfaction scores (CSAT).
• First Contact Resolution (FCR) rates.
• Call quality and service level compliance.
• Complaint resolution turnaround times.
• Team productivity and performance metrics.
• Customer retention and service quality outcomes.
• Staff training and development effectiveness.

Company: Premier Credit Uganda
Location: Uganda
Reports To: Head of Sales / Commercial Manager
Job Summary
The SME Sales Manager will be responsible for developing, executing, and managing strategies to drive growth and optimize the Small and Medium Enterprise (SME) lending portfolio. The role focuses on acquiring high-value SME clients, expanding market share, strengthening strategic partnerships, driving product innovation, and maintaining portfolio quality through effective credit risk management practices. The ideal candidate will possess strong commercial acumen, sales leadership expertise, and a deep understanding of SME financing and portfolio management.
Key Duties and Responsibilities
Business Development and Customer Acquisition

• Drive acquisition of SME loan clients from private companies, entrepreneurs, public service institutions, and retail business segments.
• Identify and pursue new business development opportunities to expand the SME customer base.
• Develop and execute customer acquisition strategies to achieve growth targets.
• Build long-term relationships with key clients and stakeholders.

Strategic Partnerships and Relationship Management

• Establish and maintain strategic partnerships with employers, car dealers, motor vehicle associations, business groups, and industry networks.
• Strengthen relationships with institutional clients to increase business opportunities.
• Represent the organization at networking events, exhibitions, and industry forums.

Product Development and Innovation

• Design, review, and enhance SME loan products to meet market demands and customer needs.
• Ensure products remain competitive through appropriate pricing, features, and turnaround times.
• Identify opportunities for new product development and service enhancements.
• Collaborate with product development teams to improve customer value propositions.

Sales and Marketing Management

• Develop and implement marketing campaigns and sales activation plans to increase product uptake.
• Drive sales initiatives aimed at achieving portfolio growth and revenue targets.
• Monitor campaign effectiveness and recommend improvements.
• Support brand visibility and market penetration initiatives.

Credit Risk and Portfolio Management

• Implement strong credit assessment standards and risk control measures.
• Develop early warning systems to identify and mitigate potential portfolio risks.
• Monitor portfolio performance and maintain high asset quality.
• Collaborate with Risk and Collections teams to proactively manage delinquency and recoveries.

Team Leadership and Performance Management

• Lead, coach, mentor, and motivate loan officers and relationship managers.
• Set performance targets and monitor progress against sales and portfolio objectives.
• Introduce performance-based incentive programs to enhance productivity.
• Conduct regular performance reviews and provide continuous development opportunities.

Market Intelligence and Competitive Analysis

• Monitor industry trends, competitor activities, and customer preferences.
• Conduct market research to identify emerging opportunities and threats.
• Use market insights to guide product positioning and business growth strategies.
• Recommend strategic actions based on market findings.

Operational Excellence

• Ensure efficient, customer-friendly, and compliant loan origination processes.
• Improve turnaround times and enhance the customer experience throughout the lending lifecycle.
• Maintain compliance with internal policies, regulatory requirements, and lending guidelines.
• Support process improvement initiatives to increase operational efficiency.

Qualifications and Experience

• Bachelor’s Degree in Business Administration, Sales, Marketing, Finance, Economics, or a related field from a recognized institution.
• Minimum of five (5) years’ experience in retail lending, preferably within SME lending.
• Proven track record in business development, product growth, sales leadership, and portfolio management.
• Experience managing sales teams and delivering against aggressive growth targets.
• Strong understanding of SME lending products, credit assessment, and risk management principles.

Required Skills and Competencies

• Strong sales leadership and business development skills.
• Excellent negotiation and relationship management abilities.
• Advanced portfolio management and credit risk assessment skills.
• Strong analytical and problem-solving capabilities.
• Entrepreneurial mindset with a commercial growth orientation.
• Ability to operate effectively in a high-performance, target-driven environment.
• Excellent communication, presentation, and stakeholder management skills.
• Leadership, coaching, and team development expertise.
• Strategic thinking and decision-making abilities.
• Strong organizational and project management skills.
• Knowledge of lending regulations, compliance requirements, and financial services best practices.

Key Performance Indicators (KPIs)

• SME customer acquisition growth.
• Loan portfolio growth and market share expansion.
• Loan disbursement volumes and revenue generation.
• Portfolio quality and non-performing loan ratios.
• Customer retention and satisfaction levels.
• Strategic partnership development outcomes.
• Sales team productivity and performance.
• Product uptake and market penetration rates.
• Delinquency management and recovery performance.
• Compliance and operational efficiency metrics.

 COLLECTIONS SUPERVISOR

Job Summary
The Collections Supervisor is responsible for overseeing branch-level and field collections activities, monitoring arrears performance, coaching collection officers, and implementing effective recovery strategies. The role focuses on maintaining portfolio quality, reducing credit losses, ensuring policy compliance, and achieving recovery targets through effective leadership and portfolio management.
Key Duties and Responsibilities
Collections Management and Recovery

• Supervise and coach Collection Officers to achieve targeted recoveries on Non-Performing Accounts (NPAs) and Written-Off (WO) Accounts.
• Drive achievement of portfolio quality and recovery targets.
• Implement effective debt recovery strategies and repayment plans.
• Monitor collections performance and ensure adherence to recovery procedures.

Portfolio Quality Management

• Monitor arrears performance and portfolio trends.
• Conduct portfolio reviews and recommend corrective action plans.
• Ensure achievement of acceptable portfolio quality standards.
• Minimize credit losses through proactive collections management.

Compliance and Risk Management

• Ensure compliance with the Delinquency Escalation Policy (DEP).
• Foreclose securities where necessary in accordance with company policies and legal requirements.
• Ensure all recovery actions comply with regulatory and internal requirements.

Stakeholder Collaboration

• Work closely with Product Heads, Zonal Managers, Regional Managers, and Branch Managers.
• Liaise with Legal, Compliance, and Credit Administration teams on complex recovery cases.
• Align collection strategies with regional and product performance objectives.

Leadership and Team Development

• Lead, mentor, and motivate collections teams.
• Promote accountability, discipline, and results-oriented performance.
• Conduct staff performance reviews and coaching sessions.

Qualifications and Experience

• Bachelor’s Degree in Business, Finance, Economics, Accounting, or related field.
• Minimum 3 years’ experience in Collections or Credit Management.
• At least 1 year in a supervisory role.
• Experience in Microfinance, SACCOs, or Retail Banking is an added advantage.

Required Skills and Competencies

• Strong knowledge of collections and recovery practices.
• Excellent leadership and coaching abilities.
• Strong analytical, reporting, and problem-solving skills.
• Effective negotiation and conflict resolution skills.
• High integrity and resilience.

 REGIONAL SALES MANAGER

Job Summary
The Regional Sales Manager is responsible for driving business growth, portfolio expansion, and sales performance across multiple branches within an assigned region. The role involves leading regional sales teams, executing strategic growth initiatives, managing stakeholder relationships, and ensuring compliance with organizational policies and regulatory standards.
Key Duties and Responsibilities
Business Growth and Strategy

• Develop and execute strategic plans to achieve regional business objectives.
• Drive portfolio growth and market expansion.
• Identify new business opportunities and expansion initiatives.
• Monitor regional performance and implement improvement strategies.

Sales and Marketing Management

• Lead regional marketing activations and sales campaigns.
• Support customer acquisition and retention initiatives.
• Drive achievement of regional sales and portfolio targets.
• Monitor competitor activities and market trends.

Leadership and Team Management

• Recruit, train, mentor, and motivate Team Leaders and Sales Representatives.
• Foster a high-performance and results-driven culture.
• Conduct performance evaluations and staff development programs.

Stakeholder Relationship Management

• Build and maintain relationships with key stakeholders and strategic partners.
• Strengthen customer loyalty and market presence.
• Represent the organization in regional engagements.

Technology and Operational Excellence

• Implement technology initiatives to improve business efficiency.
• Support digital transformation and process improvement projects.
• Ensure compliance with operational standards and reporting requirements.

Qualifications and Experience

• Bachelor’s Degree in Business, Finance, Sales & Marketing, or related field.
• Minimum 4 years of managerial experience in Sales and Marketing.
• Experience in the payroll lending sector is an added advantage.
• Proven record of achieving sales targets and driving growth.
• Willingness to travel extensively within the region.

Required Skills and Competencies

• Strong leadership and team-building abilities.
• Excellent communication and presentation skills.
• Strong stakeholder management and relationship-building skills.
• Strategic planning and decision-making abilities.
• Excellent conflict resolution and people management skills.

CALL CENTER TEAM LEADER

Job Summary
The Call Center Team Leader is responsible for supervising and supporting a team of Call Center Agents to achieve business growth, customer acquisition, and loan disbursement targets. The role involves coaching staff, monitoring performance, ensuring service excellence, and maintaining portfolio growth while delivering outstanding customer experiences.
Key Duties and Responsibilities
Team Leadership and Supervision

• Lead a high-performing team of at least six Call Center Agents.
• Foster a positive, motivated, and productive work environment.
• Recruit, train, mentor, and supervise team members.
• Conduct regular performance reviews and coaching sessions.

Sales Performance Management

• Ensure achievement of daily, weekly, and monthly sales targets.
• Drive monthly net disbursement targets for End-to-End and Branch Support operations.
• Communicate incentive and commission structures clearly to team members.
• Monitor sales conversion rates and projections.

Customer Acquisition and Portfolio Growth

• Maintain portfolio growth and customer retention through effective follow-ups and marketing initiatives.
• Generate new business opportunities and expand market reach.
• Deliver exceptional customer service to enhance client loyalty.

Credit Assessment and Customer Support

• Evaluate credit risk according to company policies and procedures.
• Resolve customer concerns promptly and escalate unresolved issues.
• Ensure compliance with lending guidelines and operational standards.

Qualifications and Experience

• Bachelor’s Degree in Sales & Marketing, Business Studies, Business Administration, or related field.
• Minimum 2 years of supervisory experience in Sales and Marketing.
• Experience in the payroll lending sector is an added advantage.
• Knowledge of credit operations and financial services.

Required Skills and Competencies

• Strong leadership and team management skills.
• Excellent communication and presentation abilities.
• Strong analytical and organizational skills.
• Customer service and relationship management expertise.
• Ability to work under pressure and achieve aggressive sales targets.
• Computer literacy and knowledge of financial products.