Tupande Quality Assurance Specialist (Fixed-term) at One Acre Fund

Are you passionate about smartphone sales, customer relationships and business growth? Tugende Kenya is looking for a driven Account Manager - Smartphones to lead the growth and performance of our smartphone portfolio. Reports To: General Manager Application Opens: 01/10/2026 Application Closes: Once a suitable candidate is identified. Interviews will be conducted on a rolling basis. About the role The Account Manager - Smartphones will be responsible for the end-to-end management and growth of the smartphone portfolio, from agent recruitment and customer acquisition through disbursement, portfolio management, repayments, and customer retention. The role will also drive smartphone sales targets, develop and manage the phone-agent network, monitor portfolio performance, and ensure compliance with Tugende's policies and procedures. The successful candidate will exemplify and embrace Tugende's Core Values of: Integrity, Empathy, Solutions Oriented, Work as a Team and Always Growing. Key Duties and Responsibilities Smartphone Sales & Business Growth Drive achievement of monthly and annual smartphone sales and revenue targets. Develop strategies to grow sales across different smartphone brands and models. Identify opportunities to increase customer acquisition, cross-selling, and retention. Monitor sales performance and take corrective action to improve results. Agent Recruitment & Management Recruit, train, onboard, and manage smartphone sales agents in collaboration with merchants. Build and maintain an active and productive agent network. Set and monitor agent productivity targets and support agents to achieve them. Conduct regular agent visits and meetings to strengthen engagement and performance. Ensure agents are appropriately branded and have the required sales materials and support. Customer Acquisition & Vetting Market Tugende's smartphone products and services to prospective customers. Conduct customer vetting in accordance with the Credit Policy. Ensure accurate documentation and timely capturing of customer information in the CRM. Ensure all approved customers meet the required documentation and eligibility standards. Disbursement & Customer Onboarding Ensure customers understand the loan agreement, payment terms, and their responsibilities. Reinforce Tugende's No-Cash Policy and approved payment channels. Ensure customers receive and sign the required documentation. Complete all required customer training and system updates before disbursement. Portfolio & Loan Management Monitor portfolio performance and proactively follow up on overdue accounts. Conduct customer follow-ups through calls and field visits and maintain accurate records. Drive achievement of smartphone quality-of-sale and repayment targets. Initiate appropriate recovery actions for accounts in default in line with company policy. Ensure customer agreements and supporting documentation are properly maintained. After-Sales & Customer Experience Coordinate resolution of customer complaints and incidents. Support customers with warranty and technical issues and follow up on stolen or damaged devices. Maintain strong customer relationships and identify opportunities for repeat business and additional products. Trade & Channel Activations Work with the Marketing team to plan and execute local smartphone sales and brand activations. Support agents in conducting localized sales activities. Develop initiatives, campaigns, and incentives that strengthen agent engagement and channel growth. Ensure appropriate stock levels are maintained in line with established guidelines. Data, Systems & Compliance Maintain accurate and timely customer, agent, and sales records. Document all customer and agent interactions in the relevant systems. Ensure compliance with Tugende's policies, procedures, and loan terms. Qualifications & Experience Diploma or equivalent qualification in Business or a related field. At least 1 year of experience in sales, microfinance, consumer finance, or a related field, preferably with experience in smartphone or device financing. Demonstrated ability to drive sales and manage a sales or agent network. Strong interpersonal, communication, and relationship-management skills. High level of integrity, accountability, and transparency. Motorcycle riding will be an added advantage Strong commitment, dependability, and ability to work independently and as part of a team.

Job Profile and Purpose This position is directly accountable for providing visionary leadership, setting strategy and direction, modelling the institution's culture and values, leading business development and expansion initiatives, and guiding the overall operations of the SACCO, including its subsidiaries, to ensure sustained growth and success. Key Responsibilities Provide strategic leadership and translate the SACCO's vision, mission and strategic objectives into measurable business and operational plans. Advise the Board of Directors on strategy, financial performance, emerging risks, market developments and opportunities for sustainable growth. Implement Board resolutions, policies, approved budgets, strategic initiatives and annual business plans. Drive sustainable growth in membership, deposits, the loan portfolio, revenue, institutional capital and uptake of the SACCO's products and services. Ensure prudent management and optimal utilisation of the SACCO's financial, human, technological and physical resources. Participate in Board meetings as an ex-officio member, implement Board decisions appropriately, support the Board in articulating its mandate and those of its committees and individual members, and facilitate regular evaluation of Board performance. Oversee budgeting, liquidity management, capital adequacy, investment management, cost management and financial reporting. Maintain a high-quality credit portfolio and ensure effective management of credit, liquidity, operational, financial, cybersecurity, compliance, strategic and reputational risks. Ensure consistent compliance with all statutory, legal and regulatory requirements of the SACCO, including the Cooperative Societies Act, Sacco Societies Act, applicable rules and regulations, and SASRA Act, and advise the Board accordingly. Promote a conducive corporate culture that supports strong ethical practices, good governance and employee productivity. Provide leadership in human resource management, including staffing, performance management, training and development, reward management and retention. Establish and maintain effective internal controls, risk management frameworks, disaster recovery arrangements and business continuity plans. Lead the SACCO's digital transformation agenda, process improvement, cybersecurity and effective use of technology to enhance operational efficiency and member experience. Promote innovation and oversee the development of relevant, competitive and member-centred financial products and services. Build and maintain productive relationships with members, delegates, regulators, government agencies, financial institutions, development partners and other stakeholders. Develop, motivate and retain a competent, ethical, innovative and performance-driven workforce. Promote a culture of integrity, accountability, teamwork, professionalism, innovation and excellent member service. Ensure timely preparation and submission of accurate management, financial, risk, audit and regulatory reports to the Board and relevant authorities. Support the Board in maintaining high standards of corporate governance and implementing recommendations arising from internal audits, external audits and regulatory reviews. Serve as the principal spokesperson of IG Sacco and safeguard its brand, reputation and institutional interests. Perform any other lawful duties assigned by the Board of Directors. Minimum Qualifications and Experience The ideal candidate should possess: A bachelor's degree in Finance, Accounting, Economics, Business Administration, Co-operative Management, Commerce or another relevant field from a recognised university. A master's degree in Business Administration, Finance, Strategic Management, Co-operative Management or a related discipline will be an added advantage. Registration with the Institute of Certified Public Accountants of Kenya (ICPAK) and any other professional body, with membership in good standing. At least seven (7) years of relevant professional experience, with a minimum of ten (10) years in a senior management or executive leadership position. Demonstrated experience in a SACCO, co-operative institution, bank, microfinance institution or another regulated financial services organisation. Demonstrable experience in strategy execution, business growth, financial management, credit administration, risk management, corporate governance and organisational transformation. Strong knowledge of the SACCO business model and Kenya's co-operative and financial services regulatory environment. Membership in a relevant professional body, where applicable, and good standing with that body. Proficiency in relevant business, financial management and digital applications. Key Competencies and Personal Attributes The successful candidate should demonstrate: Visionary and strategic leadership. Strong commercial and financial acumen. High personal integrity and sound ethical judgement. Results orientation, resilience and accountability. Excellent analytical, decision-making and problem-solving skills. Effective communication, negotiation and stakeholder management skills. A sound understanding of corporate governance and Board - management relations. Capacity to lead organisational transformation and manage change. Strong appreciation of digital financial services, cybersecurity, data protection and emerging technologies. Ability to develop, motivate and lead high-performing teams. Commitment to excellent member service and the principles of the co-operative movement. Chapter Six Requirements The successful applicant will be required to meet the requirements of Chapter Six of the Constitution of Kenya by submitting the following documents: Police clearance certificate (Certificate of Good Conduct). Tax compliance certificate from the Kenya Revenue Authority (KRA). Cle