The Ugandan Jobline

Job Title:        Retail Associate Field Manager Follow-Up           

Organisation: GiveDirectly

Duty Station: Kiryandongo,
Uganda

Reports to: Call
Centre Manager

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) 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 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%)

·        
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 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. 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 Experience:  

·        
The
ideal candidate must either hold a Diploma / 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 field work. 

·        
Demonstrated
ability to work in a highly independent and self-directed manner, while
effectively communicating upwardly about gaps and risks. 

·        
Fluency
in English and at least two of these languages: Juba Arabic, Dinka, Nuer,
Acholi, Bari, Tuko, Swahili, Balanda, Zande, Runyoro, Lumasaba. 

·        
Strong
communication and relationship building skills and the ability to represent the
organization effectively to external parties. 

·        
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.

Click
Here

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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