Branch Launch Manager

Grameen America•Baltimore, MD

1d•Hybrid

About The Position

The Branch Launch Manager is responsible for planning, launching, and ensuring the operational readiness of Grameen America’s Baltimore, Maryland branch. The role conducts market surveys, identifies operational needs, builds a local team, and leads outreach, recruitment, and onboarding of program members. The manager oversees daily branch operations, loan portfolio performance, field staff, and service quality, while ensuring branch targets are met for clients who qualify for the program. The position requires physical presence in the branch at least three days and up to five days per week, depending on branch needs, and may also involve work in the community. On-site requirements may change at the organization’s discretion. The organization may reassign the employee to another branch within a 30–40-mile radius based on business priorities and staffing needs. The manager leads day-to-day branch activities and staff, including hiring, setting goals, training, coaching, performance reviews, and maintaining standards for compliance, quality, attendance, payments, and professionalism. The role also builds community relationships, recruits and retains members, supports customer service and member experience, manages in-person and virtual member activities, and oversees loan portfolio growth, quality, disbursements, collections, and payment reconciliation.

Requirements

Fluency in Spanish and English.
Bachelor’s degree or at least 5 years of relevant experience.
At least 2 years of experience managing a team.
Valid driver’s license.
Familiarity with cities and counties near Baltimore, Maryland.
Customer-oriented mindset and problem-solving attitude.
Excellent communication skills.
Teamwork and leadership skills.
Ability to work independently and take initiative.
Attention to detail and strong organizational skills.
Self-motivation, flexibility, and ability to manage multiple tasks.

Responsibilities

Plan, launch, and ensure operational readiness of the Baltimore branch, including conducting market surveys and identifying operational areas.
Direct, manage, coordinate, and execute day-to-day branch operations, meetings, and activities.
Hire, motivate, lead, train, mentor, coach, and provide feedback to branch team members; conduct performance reviews.
Set branch goals and targets and ensure they are achieved.
Ensure staff meet expectations for compliance, quality, performance, professionalism, attendance, payments, and microloan-related activities.
Build community relationships and conduct outreach and marketing to identify the target population and recruit and onboard new members.
Provide strong customer service and member experience to support membership growth and retention.
Build and improve relationships with current and prospective clients, preserve clients, and support timely loan renewals.
Promote a positive company image and resolve conflicts and customer complaints respectfully and effectively.
Manage in-person community activities and virtual activities with members.
Manage branch loan portfolio growth and quality targets.
Oversee the accuracy and quality of loan amounts and related activities, including loan criteria compliance, disbursements, repayment collections, and reconciliation of daily payments.
Develop employees’ ability to execute plans for portfolio goals, client intake, retention, and renewals.
Perform other related duties and take on additional responsibilities as assigned to meet team and organizational goals.