The Ugandan Jobline

Job Title:        Associate Field Manager
(Follow-Up)           

Organisation: GiveDirectly

Duty Station: Kampala,
Uganda

About US:

GiveDirectly (GD)
aims to reshape international giving – and millions of lives – by providing
cash grants directly to the world’s poorest. The Brookings Institution
estimates that $70B of cash transfers would be required to eliminate the
poverty gap; the aid sector currently spends $135B each year, much of it on
evidence-free interventions. GiveDirectly wants to change that, establishing
cash transfers as a benchmark for foreign aid – as the index fund is a
benchmark for the financial industry – and in the process accelerating the end
of extreme poverty.

GD has raised over
$200m since launching in 2011, delivered cash to more than 125,000 families,
and launched offices in 7 countries. We’ve also supported large-scale,
experimental research that indicates strong recipient impact of our programs.
As a result, GD has been celebrated as one of the most innovative non-profit
companies by Fast Company, while the growing cash transfer movement and GD’s
leading role within it have been featured in the New York Times Magazine, This
American Life, Foreign Affairs, and The Economist.

We’re looking for
exceptional talent to grow our field team. Our culture is blunt, analytical,
non-hierarchical, and fast-paced. We recruit candidates from top organizations
across all industries – our team has hailed from consultancies, investment
banks, start-ups, non-profits, and government to name a few. We value ability
and willingness to learn over years of experience. We offer competitive salary
and benefits and performance-based bonuses.

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). The follow-up team is responsible for (i) speaking to
all of our recipients after 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 the 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.

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 FM/SM 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 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.
• Assist with communicating and executing new
  projects/pilots/technologies (e.g. software changes and upgrades,
  recipient targeting projects, content collection for the website and
  mobile app, etc.).
• Assist with the 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.

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.

Qualifications, Skills and Experience: 

• The ideal candidate for the Associate Field Manager (Follow-Up) job
  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
• Demonstrated ability to work in a highly independent and
  self-directed manner, while effectively communicating upwardly about gaps
  and risks
• Must possess work/language proficiency in English and Luganda
• 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

GD Values

• Recipients
  first: We prioritize
  recipient preferences over those of donors or ourselves.
• Team
  next: We do what’s
  best for organizational – not individual – success.
• Be
  proactively candid: We
  say what we believe, and are honest in sharing information.
• Create
  positive energy: We
  strive to be a source – not drain – of energy for our colleagues.
• Think
  rigorously; act quickly: We are intellectually rigorous with a drive towards action – not
  debate.
• Accept
  reality. Propose solutions. We do not dwell on problems. We work actively to create solutions.
• Be
  productively ambitious. We take the risks to pursue industry-changing success, not
  incremental progress.
• Know
  yourself and grow. We
  recognize and accept our imperfections with a focus on growth.

How to Apply:

All suitably
qualified and interested candidates are encouraged to apply online at the web
link below.

Click
Here

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