Job title: Retail Associate Field Manager (Follow-Up)
Location: Kampala, Uganda
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%)
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.
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.
Actively 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 staff conduct surveys.
Periodically check and review FO 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)
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 CCM/CD 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.
Arrange interview logistics and conduct interviews for new FOs (after initial screen from HR Manager). Recommend potential hires to CCM 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.
Assist 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.
The ideal candidate for the GiveDirectly Associate Field Manager (Follow-Up) job opportunity must hold a Diploma or 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 call center team and work
Proven 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
Analytical and call center/follow up skills, including proficiency with Microsoft Excel
Fluency in English an Ateso
How to Apply
All 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.