Job
Title:
Associate Field Manager
Title:
Associate Field Manager
Organisation:
GiveDirectly
GiveDirectly
Duty
Station: Lamwo, Uganda
Station: Lamwo, Uganda
Reports
to:
Field Manager
to:
Field Manager
About
US:
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.
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.
Job
Summary: The Associate Field Manager, Follow-Up
(Follow-Up AFM) will play a central role in ensuring that GiveDirectly delivers
a gold-standard product to donors and recipients. The Follow-Up AFM will manage
the Field Officers (FOs) on one of our office-based recipient follow-up teams.
The follow-up teams are responsible for (i) speaking to all of our recipients
before they receive transfers (primarily 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 their 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 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.
Summary: The Associate Field Manager, Follow-Up
(Follow-Up AFM) will play a central role in ensuring that GiveDirectly delivers
a gold-standard product to donors and recipients. The Follow-Up AFM will manage
the Field Officers (FOs) on one of our office-based recipient follow-up teams.
The follow-up teams are responsible for (i) speaking to all of our recipients
before they receive transfers (primarily 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 their 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 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.
Key
Duties and Responsibilities:
Duties and Responsibilities:
Field
Management (20%)
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.
·
The incumbent will 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.
The incumbent will 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.
·
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.).
·
Organize weekly meeting with other members of field management (FM, AFMs) in
order to discuss challenges and propose solutions.
Organize 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.
Administration
(20%)
(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.
·
Actively participate in a weekly field management forum to problem solve and
collaborate on work planning.
Actively participate in a weekly field management forum to problem solve and
collaborate on work planning.
Data
collection and process improvement (20%)
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 / CD.
Raise ideas for continuous improvement to the enrolment process /recipient experience;
execute process improvements and ideas raised by the FM / CD.
Quality
Control (15%)
Control (15%)
·
Regularly monitor and ensure quality control while the field staff conduct
surveys.
Regularly 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%)
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.
Other
(10%)
(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 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:
Skills and Experience:
·
The ideal candidate for the GiveDirectly Associate Field Manager job placement
must hold a Diploma preferably a Degree in a relevant field.
The ideal candidate for the GiveDirectly Associate Field Manager job placement
must hold a Diploma preferably a Degree in a 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
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
Alignment with GiveDirectly core values and commitment to advancing GD’s
mission
·
Possess a positive attitude, strong work ethic, and team-player mentality
Possess a 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
·
Excellent communication and relationship building skills and the ability to
represent the organization effectively to external parties
Excellent 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
·
Fluency in Acholi and English
Fluency in Acholi and English
How
to Apply:
to Apply:
All
suitably qualified and interested candidates are encouraged to apply online at
the web link below.
suitably 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.
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.
Deadline:
4th November, 2016
4th November, 2016