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Special Projects Associate Field Manager (Follow-Up) Non-profit Jobs – GiveDirectly
Business Administration Jobs in Uganda, Finance Jobs in Uganda, Management Jobs in Uganda, NGO - Non-Government Organisations Jobs in Uganda, Social Sciences Jobs in Uganda, Uncategorized
Organisation: GiveDirectly
Duty Station: Kampala,
Uganda
Uganda
Reports to: Associate
Field Manager
Field Manager
Languages: English
and Lusoga
and Lusoga
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.
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.
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 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).
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.
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.).
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.
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.
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.
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).
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.
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.
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.
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.
Resolve
miscellaneous equipment requests.
·
Participate
in a weekly field management forum to problem solve and collaborate on work
planning.
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.
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.
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)
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 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.
Coach
FOs who are underperforming and provide disciplinary measures if necessary.
·
Encourage
teamwork and improve morale through mentorship, affirmations, and various
management initiatives.
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.
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.
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.
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.
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
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.)
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.
Promote
effective team culture by encouraging recognition of positive achievements,
planning team events periodically, and other team-building initiatives.
Qualifications, Skills and Experience:
·
The
applicant must hold a Diploma or relevant Bachelor’s Degree
The
applicant must hold a Diploma or relevant Bachelor’s Degree
·
Exceptional
leadership ability with demonstrated success in motivating and developing
junior staff
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
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
Alignment
with GiveDirectly core values and commitment to advancing GD’s mission
·
Positive
attitude, strong work ethic, and team-player mentality
Positive
attitude, strong work ethic, and team-player mentality
·
Strong
interest in being the engine of the day-to-day field work
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
Demonstrated
ability to work in a highly independent and self-directed manner, while
effectively communicating upwardly about gaps and risks
·
Fluency
in English and Lusoga
Fluency
in English and Lusoga
·
Strong
communication and relationship building skills and the ability to represent the
organization effectively to external parties
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
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.
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.
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 https://www.theugandanjobline.com or
find us on our facebook page https://www.facebook.com/UgandanJobline
latest jobs, please visit https://www.theugandanjobline.com or
find us on our facebook page https://www.facebook.com/UgandanJobline
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