The Ugandan Jobline

Job
Title:   Field Manager, Monitoring
and Follow Up

Organization: GiveDirectly (GD)

Duty
Station: 
Uganda

Reports
to: Country Director

About
GiveDirectly:

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 Field Manager
– Monitoring and Follow-up will play a central role in ensuring that
GiveDirectly delivers a gold-standard product to donors and a positive
experience to recipients. The Field Manager will oversee staff on multiple
projects that are responsible for monitoring our recipients after they have
received transfers – to ensure safe receipt, collect stories on recipient
chosen use of the cash and resolve and resultant challenges. This follow-up and
monitoring will be done in person and through our call centre. The Field
Manager – Monitoring and Follow-up  will
be responsible for the efficient and effective implementation of the follow-up
process, including tracking performance of the follow-up team; monitoring
recipient call data; streamlining workflow processes and call scripts; building
a culture of mentorship and professional development; and identifying
opportunities for risk mitigation and process improvement. The role will reward
exceptional personnel management, effective communication skills, attention to
detail, organizational skills, and a strong commitment towards building a
scalable and better-leveraged field organization.

Key Duties and Responsibilities: 

Design
and monitor call-center workflow

·      
Create and track work-plans for call center team

·      
Oversee and ensure resolution of adverse events /
mobile money registration problems; provide guidance on unique or challenging
cases

·      
Review weekly reports to track productivity and
quality of service; design and own process of correcting slipping metrics

·      
Monitor recipient call data to ensure data integrity

·      
Coach field officers to identify any red flags and
pick up on any un-flagged issues

Team
management

·      
Coordinate and manage professional development and
training of call-center field officers (e.g. trainings on all new protocols for
existing team as well as all training for new field officers)

·      
Strengthen coordination systems between enrolment
and follow-up

·      
Identify opportunities for “specialization
trainings” on different follow-up functions (e.g. adverse events management,
registration problems) and assess the necessity of re-organizing the team

·      
Ensure positive team dynamics and identify
opportunities for morale-building (e.g. retreats, team events, incentives
schemes, etc.)

Systems
improvement/documentation

·      
Oversee implementation of technologies aimed at
streamlining data collection and workflow management

·      
Maintain updated documentation of all collected data
and case-management protocols, including those aimed at ensuring data security
and standardization

·      
Identify gaps and provide solutions to address
GiveDirectly’s current adverse-events / case management process

·      
Identify and formulate solutions to address fraud
vulnerability in all stages of the follow-up process (e.g. SIM-card changes)

·      
Responsible for ongoing maintenance of call center
infrastructure, in collaboration with IT vendors” and “taking on
occasional strategic projects to improve call center operations and
performance.

Other

·      
Coordinate special fundraising, operational, or
research projects with non-traditional follow-up data collection

Qualifications, Skills and Experience:

·      
The ideal candidate must hold a University Degree

·      
Strong analytical and technical skills

·      
Exceptional leadership ability with demonstrated
success in motivating and developing front line managers

·      
Strong interest in improving GD’s follow Up
processes and systems

·      
Hands on, metrics and reporting

·      
Demonstrated work ownership and initiative, while
effectively communicating gaps and risks

·      
Experience managing a call center (will be
considered but not required)

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 candidates are encouraged to apply online at the link below

Click
Here

Applications will be accepted on a rolling basis.

For
more of the latest jobs, please visit https://www.theugandanjobline.com or
find us on our facebook page https://www.facebook.com/UgandanJobline

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