Job Opportunity: Manager, Resource Mobilization and Customer Service Division position available at KebronHill Micro finance Institute S.C in Addis Ababa. Accounting and Finance, Management, Economics jobs in Ethiopia are in high demand. Apply now through GeezJobs - Ethiopia's leading job portal.

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 

How To Apply

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