Start Date: As soon as possible
Location: Kisumu, Kenya
Manager: Country Director
Background: GiveDirectly is driving a re-evaluation of the assumptions 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 the emerging markets, and the large body of experimental evidence showing that direct transfers are as or more cost-effective at reducing poverty than more traditional, top-down approaches. GiveDirectly’s field operations utilize state-of-the-art technology 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. GiveDirectly has been featured on NPR’s This American Life, and in Foreign Affairs, The Economist, and The New York Times. It was named one of the Top 10 Most Innovative Companies in Finance by FastCompany, one of the 25 Most Audacious Companies byInc., and one of GiveWell’s top-rated charities for 4 years running.
Overview:
GiveDirectly maintains call center operations through which we interact with recipients. We call this process “Follow Up.” Our Follow Up team is responsible for handling inbound questions, proactively reaching out to recipients to ensure that there are no issues, and handling adverse events should they arise.
The Follow-up Manager will play a central role in ensuring that GiveDirectly delivers a gold-standard product to donors and user experience to recipients. The individual in this position will own the overall follow-up process, including tracking performance of follow-up teams; 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, attention to detail, organizational skills, and a strong commitment towards building a scalable and better-leveraged field organization.
Responsibilities:
Workflow management/tracking
- Create and monitor work-plans for follow-up team
- Oversee and ensure team resolution of adverse events; provide guidance on unique or challenging cases as necessary
- Review weekly reports to track productivity & quality of service; own course correction if metrics are slipping
- Monitor recipient call data to ensure data integrity and pick up adverse events or other issues not flagged by FOs; coach FOs to flag recipient issues as necessary
Team management and org building
- Manage professional development and training for all follow-up FOs
- Coordinate all training of follow-up FOs (existing team on new protocols as well as new FOs rotating in)
- Build stronger systems for coordination between follow-up and enrollment verticals
- Identify “specialization” opportunities for different follow-up functions (*e.g.* adverse events management) and assess the case for re-organizing
Systems improvement/documentation
- Oversee deployment of technologies aimed at streamlining data collection and workflow management
- Create robust documentation of data collection and case management protocols, including those aimed at ensuring data security and standardization
- Identify gaps and solutions for addressing GiveDirectly’s current adverse events/case management process
- Identify and formulate solutions to address fraud vulnerability in all stages of follow-up process (*e.g.* SIM card changes)
Other
- Coordinate special fundraising projects which require non-traditional follow-up data collection
- Monitor team dynamics and own follow-up on barometer activities, including professional development resources
- Identify opportunities for morale-building (e.g. retreats, team events, incentives schemes etc.)
Qualifications
- Experiencing managing a call center or a team within the information systems space
- Exceptional leadership ability with demonstrated success in motivating and developing junior staff
- Strong interest in shaping the organization, including through revamping of current structures/processes
- Demonstrated 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
- Strong analytical and technical skills, including high level of proficiency with Microsoft Excel
- Excellent project management skills and attention to detail
- Fluency in English, Kiswahili, and Dholuo
HOW TO APPLY:
If you are Kenyan Citizen or eligible to work in Kenya and you meet the above qualification. Kindly apply through this link https://givedirectly.recruiterbox.com/jobs/fk06frz/
