Branch Launch Manager

Grameen America, Inc.; Baltimore (MD); On-site; USD 65,000 - 70,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid Holidays, vacation and sick time

401K retirement savings plans

Flexible Spending Account (FSA)

Training and development opportunities

Wellness platform with two free coach-

Job summary

Grameen America, Inc. in Baltimore seeks a Branch Launch Manager to lead the opening and ongoing operation of the local branch. You will manage field outreach, recruit and onboard new program members, and ensure strong customer service in the community.

This role requires hands-on leadership, with responsibilities for building a local team, meeting client targets, and maintaining compliance while delivering financial services to low-income women entrepreneurs.

Qualifications

• Fluency in both Spanish and English.
• Bachelor’s degree or a minimum of 5 years of relevant experience.
• Two or more years of team management experience.
• Customer-oriented mindset with problem-solving ability.
• Excellent communication skills.
• Strong teamwork and leadership capabilities.
• Self-starter who can work independently.
• Detail-oriented and organized.
• Able to manage several tasks simultaneously.
• Valid driver’s license required.
• Familiar with cities/counties near Baltimore, MD.

Responsibilities

• Direct, manages, coordinates, and executes day-to-day branch operations.
• Hire and lead a high-performing local team.
• Provide guidance, train, coach, and conduct performance reviews.
• Ensure compliance, quality, and professional standards.
• Set branch goals and drive achievement.
• Oversee attendance, payments, and microloan activities across centers.
• Build relationships in the community to recruit and onboard members.
• Grow and maintain a strong member experience to retain clients.
• Manage the branch’s loan portfolio growth and quality targets.
• Ensure loan criteria compliance, disbursements, collections and reconciliation.

Skills

Bilingual English/Spanish

Leadership

Communication

Teamwork

Customer service

Self-motivation

Detail-oriented

Time management

Driver's license

Education

Bachelor's degree or 5+ years of relevant experience

Job description

Title: Branch Launch Manager

Salary Range: $65,000/yr-$70,000/yr

Work Location: Baltimore, MD

About Grameen America, Inc.

Grameen America is a nonprofit microfinance organization dedicated to helping low-income women entrepreneurs build businesses to enable upward financial mobility. We envision an inclusive society in which all entrepreneurs, regardless of gender, race or income, have access to fair and affordable financial services. We provide affordable capital, credit- and asset-building, education and peer support to enable our members to boost their business income, create jobs and transform communities.

Founded by Nobel Peace Prize laureate Muhammad Yunus in 2008, Grameen America is now the fastest growing nonprofit microfinance organization in the U.S., having achieved tremendous milestones in its first 16 years of operations, investing in 220,000 low-income women entrepreneurs while demonstrating measurable impact. Our members have repaid their loans at a rate of over 99% and have become economic drivers in their communities. For more information, please visit grameenamerica.org

Role Overview:

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. 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.

What We Offer You:

• Medical, dental, and vision insurance plans
• Paid Holidays, vacation and sick time
• 401K retirement savings plans
• Flexible Spending Account (FSA)
• Training and development opportunities
• Wellness platform with two free coaching sessions per month
• And more!

Grameen America is an Equal Opportunity Employer (EEO) committed to diversity and inclusion in its workplace. Grameen America employment decisions are based on job requirements and individual skills and qualifications without regard to the applicant’s race, ethnicity, color, religion, sex, gender, gender identity, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law.

Grameen America, Inc participates in the E-Verify program.

Visa sponsorship is not provided.

Must be able to legally work in the U.S.