Associate Field Manager, Follow-Up (Flup AFM) NGO Jobs – GiveDirectly

Job Title:        Associate Field Manager, Follow-Up (Flup AFM)           
Organisation: GiveDirectly
Duty Station: Kyegegwa,
Reports to: Associate Field
Languages: English,
Kiswahili and Rutoro
About US:
GiveDirectly is an international non-profit organization that currently
operating in Kenya and Uganda that aims to help people living in extreme
poverty by making unconditional cash transfers to them via mobile phone. GiveDirectly
is driving a re-evaluation of the norms underlying international philanthropy
with a provocative model: we deliver donations directly to the extreme poor and
let them decide what to do with them. This approach builds on two converging trends:
the rapid spread of electronic last-mile payments solutions in emerging
markets, and the large body of experimental evidence showing that direct
transfers are as or more cost-effective at reducing poverty than traditional,
top-down approaches.  GiveDirectly’s
field operations utilize state-of-the-art technologies and business processes
to deliver transfers securely, efficiently, and transparently.  Our unorthodox approach – allowing the poor,
and not the donor, to choose where they invest – has prompted debate in the
popular press and among policy makers.
Job Summary: The Associate
Field Manager, Follow-Up (Flup AFM) will play a central role in ensuring that
GiveDirectly delivers a gold-standard product to donors and recipients. The
Flup AFM will manage Follow up, Field Officers (FOs) on one of our teams. The
follow-up team is responsible for (i) speaking to all of our recipients before
they receive transfers (mostly by phone but sometimes in the field); (ii)
picking up, tracking, and resolving adverse events such as fraud or conflict;
(iii) picking up, tracking, and resolving mobile money registration problems;
and (iv) receiving inbounds calls on a hotline. The individual in the Follow-Up
AFM position will own day-to-day management of his team, including: daily work
planning and team management, tracking team and individual performance;
achieving targets; coaching field officers; and identifying opportunities for
risk mitigation and process improvement. The Associate Field Manager will serve
as the key eyes and ears resource on the ground for the Field Manager (FM) and
Field Director (FD) and will be responsible for regularly synthesizing updates
on team performance as well as field successes and challenges. The role will
reward exceptional personnel management, organizational skills, high-quality
judgment on operational challenges, and a strong commitment towards driving
both team and individual productivity and quality.  
Key Duties and
Call center and field management (20%)
Meet with Field Manager at least monthly to
align on any adjustments to work plan.
Meet with field teams as necessary to align on
daily plans and problem-solve challenges. Coordinate team approach for surveys
to maximize efficiency and efficacy (e.g. allocating call center roles by
transfer type, hotline, adverse events, and registration problems).
Track FO productivity & quality of service,
including reviewing operational reports each week; discuss team and individual
performance weekly with FOs and FM; own course correction if metrics are
Keep senior management informed of key risks to
work plan (e.g. adverse event / registration problem counts, monthly recipient
transfer-readiness, rumours about GiveDirectly, mobile money agent fraud,
Weekly meeting with other members of field
management (FM, AFMs) in order to discuss challenges and propose solutions.
Manage periodic team trips to the field to
follow-up with vulnerable recipients, hard to reach recipients, and adverse
event / registration problem cases.
Data collection and process improvement (20%)
Collect surveys ~ 1-2 days a week in order to
help teams achieve targets and to help identify areas for improvement.
Vet new versions of surveys, including impact on
field staff productivity and follow-up data quality, and recommend survey
improvements as necessary (e.g. potential process, risk mitigation, or data
management gaps).
Raise ideas for continuous improvement to the
enrolment process /recipient experience; execute process improvements and ideas
raised by the FM / FD.
Administration (20%)
Carve out time each week in order to complete
administrative tasks and meetings.
Ensure all allowance requests and spent
allowance requests are submitted correctly and promptly. Process leave requests
so as not to conflict with work planning and operations.
Resolve miscellaneous equipment requests.
Participate in a weekly field management forum
to problem solve and collaborate on work planning.
Quality control (15%)
Monitor and ensure quality control while the
field staff conduct surveys. 
Periodically check and review FO data
collection. Coach staff to correct any issues observed.
Spend 1-2 day resolving difficult cases in the
field that require special attention (hard-to-find recipients, cases of
potential fraud)
Field Officer management and development (15%)
Coach FOs on challenges. Provide additional
case-specific input as requested by FO (e.g. ambiguity around adverse event).
Exercise judgment and escalate recurring issues or questions to FM to align on
Coach FOs who are underperforming and provide
disciplinary measures if necessary.
Encourage teamwork and improve morale through
mentorship, affirmations, and various management initiatives.
Spend 1-2 days shadowing staff in order to
identify areas for improvement and professional development, particularly
during staff training.
Conduct monthly performance check-ins with
direct reports and semi-annual performance reviews.
Other (10%)
Arrange interview logistics and conduct
interviews for new FOs (after initial screen from HR Manager). Recommend
potential hires to FM for final approval. 
Provide initial training to newly hired FOs and
on-going professional development to staff. Participate in meetings with
district, county, and sub-country officials as necessary. Represent
GiveDirectly in the field and manage daily communication with local village and
parish leaders.
Assist Field Director and Field Manager with
communicating and executing new projects/pilots/technologies (e.g. software
changes and upgrades, recipient targeting projects, content collection for
website and mobile app, etc.).
Assist with response to crisis events (e.g.
refusal spikes, government shut-down, coordinated fraud, etc.)
Promote effective team culture by encouraging
recognition of positive achievements, planning team events periodically, and
other team-building initiatives.

Qualifications, Skills and
Exceptional leadership ability with demonstrated
success in motivating and developing junior staff
Exceptional ability to problem-solve complex
operational challenges over the phone and in the field
Alignment with GiveDirectly core values and
commitment to advancing GD’s mission
Positive attitude, strong work ethic, and
team-player mentality 
Strong interest in being the engine of the
day-to-day field work
Demonstrated ability to work in a highly
independent and self-directed manner, while effectively communicating upwardly
about gaps and risks
Fluency in Kiswahili and or Rutoro
Strong communication and relationship building
skills and the ability to represent the organization effectively to external
Analytical and technical skills, including
proficiency with Microsoft Excel
How to Apply:
All suitably qualified and interested candidates are encouraged to
apply online at the web link below.
NB: Applicants are
encouraged to apply early, as applications will be reviewed on a ROLLING BASIS.
GiveDirectly does not request for any form of payment from an applicant.
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