The Branch Launch Manager (BLM) is responsible for the successful planning, execution and operational readiness of the Baltimore, MD, branch office. Must be familiar with cities/counties near Baltimore, MD. The BLM will conduct market surveys, identify key operational areas, and build a strong local team. This role requires a hands-on approach to outreach, recruitment, and onboarding of new program members. The BLM will oversee daily branch operations, manage the loan portfolio, and ensure field staff perform their responsibilities effectively. The Branch Launch Manager will oversee that the target is being met for clients who qualify for our services and ensure a culture of service excellence in the branch.
On- Site Work Requirements:
It is mandatory to be physically present in the branch with a minimum of three days up to five days, depending on the branch's requirements. This may also include and is not limited to being in-community on the ground as well. Requirements to be present in the branch are subject to change at any time at the discretion of the organization. Based on GAI business priorities and staffing need we reserve the right to reassign you to another branch (within a 30 40-mile radius) if GAI determines such reassignment is needed.
Leadership:
- Direct, manages, coordinates, and executes all day-to-day operations, meetings and activities in the Branch.
- Experience hiring talented candidates and managing, motivating, and leading teams.
- Provide guidance and leadership to team members, sets team objectives, develops, and trains, mentors, and coaches, conducts team performance reviews and delivers on-going team feedback and communication.
- Ensure expectations for compliance, quality performance, and professionalism.
- Set goals and targets for the branch and is responsible for their achievement.
- Oversee that attendance and payments and microloan related activities across all centers are within the guidelines.
- Perform other related duties as assigned. We're a collaborative team, and sometimes that means stepping outside your usual scope to help with projects or priorities that advance our mission. These "other duties as assigned" are part of how we adapt, innovate, and support one another. As such, additional duties, responsibilities, and activities may change or be assigned as needed to meet team and organizational goals.
Relationship Management:
The Branch Launch Manager will be responsible for building key relationships in the community to recruit and onboard new members into the program. The BLM will be responsible for ensuring the Branch provides strong customer service and good member experience to grow and retain our membership over the long term.
- Champion the launch and set-up of field operations in Baltimore, MD. This includes identifying our target population, conducting outreach and marketing activities, and recruiting new groups of members into the program.
- Builds and improves relationships with current and potential new clients.
- Aims to preserve clients and renew clients' loans on timely manner.
- Helps promote and maintain a positive company image.
- Demonstrates ability to recognize conflict and implement positive, respectful resolutions.
- Understands customer needs and develops plans to address them.
- Resolves customer complaints quickly and effectively.
- Manages both in-person activities in the community and virtual activities with members.
- Perform other related duties as assigned. We're a collaborative team, and sometimes that means stepping outside your usual scope to help with projects or priorities that advance our mission. These "other duties as assigned" are part of how we adapt, innovate, and support one another. As such, additional duties, responsibilities, and activities may change or be assigned as needed to meet team and organizational goals.
Financial Management:
- Manage the branch's loan portfolio growth and quality targets.
- Strategizing or identifying what needs to happen financially for the company to achieve its short- and long-term goals.
- Oversee employees to ensure quality and accuracy of loan amount and related activities, including compliance of loan criteria, disbursements, collections of repayment and reconciliation of daily payments are met.
- Develop employees to effectively decide the best way to execute plans to achieve their loan portfolio, client intake, retention and renewals.
Qualifications:
- Fluency in Spanish and English.
- Bachelor's degree or a minimum of 5 years of relevant experience required.
- Two (2) plus years of managing a team.
- Customer-oriented mindset, problem-solving attitude.
- Excellent communication skills.
- Teamwork and leadership skills.
- Self-starter and ability to work independently.
- Attentive to detail and organized.
- Must be self-motivated, flexible, and able to manage several tasks at one time.
- Valid Driver's license is required.
- Familiar with cities/counties near Baltimore, MD.