Retail Associate Field Manager (Follow-Up) Non-profit Careers – GiveDirectly

Organisation: GiveDirectly
Duty Station: Kampala, Uganda
Reports to: Call Center
Manager (CCM)
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 the Uganda Retail
campaign. 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 the
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 and will be responsible for regularly synthesizing updates on team
performance as well as 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
Responsibilities:   
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
slipping.
·        
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,
etc.).
·        
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%)
·        
Vet new versions of surveys, including impact on
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.
·        
Collect surveys ~ 1-2 days a week in order to
help teams achieve targets and to help identify areas for improvement.
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.
·        
Actively 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
staff conduct surveys. 
·        
Periodically check and review FO data. 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 CCM/CD to align
on approach.
·        
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 CCM 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.
·        
Assist 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
Experience:
·        
The ideal candidate for the GiveDirectly Associate
Field Manager (Follow-Up) job opportunity must hold a Diploma or Degree
·        
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 call center team and work
·        
Proven ability to work in a highly independent
and self-directed manner, while effectively communicating upwardly about gaps
and risks
·        
Strong communication and relationship building
skills and the ability to represent the organization effectively to external
parties
·        
Analytical and call center/follow up skills,
including proficiency with Microsoft Excel
·        
Fluency in English an Ateso
 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.
For more of the latest jobs, please visit http://www.theugandanjobline.com or
find us on our facebook page https://www.facebook.com/UgandanJobline

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