The Business Performance Manager is responsible for managing and optimizing the performance of branches and loan officers across multiple product lines (MF, CF, SME, vehicles, Savings, Card, Dayra). This role involves designing and implementing performance frameworks, incentive schemes, recognition and rewards programs, and gamification strategies to enhance productivity and engagement.
Key Responsibilties: 1. Performance Management:
- Oversee the performance of branches and loan officers across multiple products.
- Develop and maintain performance dashboards for real-time insights.
- Set clear targets for branches and loan officers, aligned with business goals.
- Design and implement a branch and loan officer performance evaluation system.
- Provide data-driven recommendations for improving branch and loan officer performance.
Monitor key KPIs such as issuance, collection, cross-selling, wallet share, and risk metrics.
2.Incentive Scheme Design & Management:
- Develop incentive schemes tailored to loan officers, team leaders, and branch managers, incentivizing productivity, loan issuance, and collection.
Customize incentives by product (MF, CF, SME, vehicles, etc.) and customer segments.
Collaborate with HR and Finance to ensure incentive programs align with company policies.
Monitor the effectiveness of incentive schemes, adjusting as necessary to optimize motivation and performance.
3. Recognition & Rewards:
- Design and implement recognition programs that acknowledge top-performing employees.
- Establish a balanced rewards structure that encourages consistent performance.
- Ensure that reward mechanisms are transparent and contribute to a positive workplace culture.
4. Loan Officer Development:
- Identify areas for improvement in loan officers’ skills and performance.
- Work with HR to develop training programs that address performance gaps.
- Implement a mentoring and coaching system for underperforming branches or officers.
Track career progression and provide feedback to help officers develop and grow.
5. Gamification and Engagement:
- Implement gamification strategies to foster a competitive and engaging environment.
- Design leaderboards, badges, and other game elements to encourage healthy competition among branches and loan officers.
Use gamification insights to enhance team morale and performance.
6. Cross-functional Collaboration:
- Collaborate with Product, HR, and Data teams to gather relevant performance data.
- Work with IT to ensure data visibility across all platforms (branch, loan officer apps, etc.).
Ensure alignment with credit and HR policies for seamless integration into daily operations.
Qualifications & Skills:
5+ years of experience in business performance management, preferably in financial services or microfinance.
- Experience working with customer relationship management
(CRM) systems, preferably within financial services or microfinance, for tracking loan officers’ interactions and performance metrics.
Reporting Tools: Ability to generate detailed reports from data analysis tools and present actionable insights to stakeholders.
Experience with tools or platforms that support gamification features for employee engagement.
Understanding of enterprise resource planning systems (ERP)
Proven track record in managing branch performance, designing incentive schemes, and using performance metrics.