Associate Field Manager Follow-Up Rwanda
Start Date: As soon as possible
Background: GiveDirectly (GD) aims to reshape international giving - and millions of lives - by allowing donors to provide capital 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 which is allocated to evidence-free interventions. GiveDirectly wants to change that, establishing a benchmark, and in the process accelerate the end of extreme poverty. GiveDirectly has raised over $700M in revenue (>$300M in 2020 alone), while being recognized as one of the most innovative non-profit companies by Fast Company. GiveDirectly’s role in the growing movement toward cash transfers has been featured in This American Life, Foreign Affairs, The Economist, and Business Insider.
Cash transfers are at an important inflection point: COVID-19 has amplified the challenges of bulkier in-kind aid models, and governments are deploying cash as their most common tool of assistance to vulnerable populations. GiveDirectly has an opportunity to leverage its strong track record (which includes operations across 9 countries, >$400M transferred to over 1M individuals, and 15 randomized control trials completed or ongoing), to both deliver immense impact and position itself as the premiere cash implementation vehicle in the world.
We’re looking for exceptional talent to grow our collaborative, global team. Joining GiveDirectly means the opportunity to work alongside individuals from 21 countries who speak 69 different languages. Across our global offices, our culture is candid, analytical, non-hierarchical, and fast-paced. We value ability, adaptability, and a willingness to learn. We’re actively working towards an equitable and inclusive environment for all team members, and seek candidates who will bring diverse perspectives and experiences to our organization. We recruit from organizations across all industries: our team has backgrounds in start-ups, government, consultancies, investment banks, nonprofits, and more.
Overview: 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.
Responsibilities: Call Center and Field Associate Management
- Meet with the 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 Follow up Field Officers’ productivity & quality of service, including reviewing operational reports each week; discuss team and individual performance weekly with Field Officers and Field Manager; own course correction if metrics are slipping.
- Keep senior management informed of key risks to the work plan (e.g. adverse event / registration problem counts, monthly recipient transfer-readiness, rumours about GiveDirectly, mobile money agent fraud, etc.).
- Conduct weekly meetings 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
- 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 and case management
- Monitor and ensure quality control while the staff conduct surveys.
- Periodically check and review Field Officers’ 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)
- Monitor and ensure that all incoming cases are cleared through inbound and outbound calls before within standard timelines.
Field Officer management and development
- Coach FOs on challenges. Provide additional case-specific input as requested by FO (e.g. ambiguity around adverse events). Exercise judgment and escalate recurring issues or questions to FM/FD 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.
- Organize and conduct interviews for new FOs (after initial screen from HR Manager). Recommend potential hires to Field Manager for final approval.
- Provide initial training to newly hired FOs and on-going professional development to staff.
- 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.
- 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.
- Diploma or Degree in relevant field
- 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
- 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
- Proficiency in English and Kinyarwanda
- 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
- Alignment with GiveDirectly core values and commitment to advancing GD’s mission
- 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.
**GD is committed to observing all local, national and international laws that protect children, vulnerable adults, and basic human rights of all. GD is committed to a policy of “zero tolerance for sexual exploitation, abuse, and harassment (SEAH)” and expects anyone who works for GD to uphold the protection and safeguarding of our recipients as a priority.**
The deadline for applications is 17th September 2021.