Latest Job Adverts
BUSINESS OPERATIONS ASSOCIATE |
One Acre Fund Farmers First |
Advert
Posted 2018-12-10 02:50:35
The Business Operations
department, or BizOps, is responsible for both client facing and non-client
facing back office aspects of our program. This includes a Client Data
Management team who ensure timely and accurate client repayment and order data,
a Customer Engagement team who ensure excellent customer service through a call
center and SMS services, and a Field Audit team who aim to prevent and catch
fraud by conducting investigations in the field. The BizOps Associate will lead
a combination of these teams within the BizOps department in order to implement
projects critical to the organization’s continued growth
The BizOps Associate will work
closely with our core field operations on a daily basis and will support the
growth of our client base by building, developing, and motivating a team with a
focus on efficient process design, considered structure, and ambitious
achievements. This role will require a high-level of responsibility and we need
someone who can effectively meet goals and deliver results through coordination
and communication, process design and implementation, team building and
leadership development. The BizOps Associate will manage a growing team
across a growing geographic area and support the roll out of products and
services at both mature and testing stages.
The BizOps Associate will also
play an important role in key operational changes. For example, we are planning
or implementing a transition in several of our country programs to direct
farmer mobile repayments. Implementing the systems behind a transition of
thousands of rural farmers from cash to mobile money will be a key project
requiring the BizOps Associate’s support.
The ultimate goal of this
position is to build remarkable teams, design and then implement thoughtful,
measurable, efficient processes that can run and scale with minimal attention
as the BizOps Associate grows to meet ever evolving, new, and exciting opportunities.
Recent BizOps Accomplishments:
This year, BizOps supported the
Rwanda program’s scale up away from cash repayment to a system based on mobile
money. 50% of our program, or about 150,000 clients, will be using this system
this year and we plan to scale to 100% in a year. This meant designing,
implementing, and managing new BizOps repayment assignment and reconciliation
processes at scale while continuing to support normal field-based operations.
In one season, the Rwanda Customer Engagement team has seen a 50% increase in
client calls to our hotline. We also implemented a new call management system
to better track client calls in order to give more timely and accurate
responses.
Last season, the Rwanda Client Data Management team entered 352,000 farmer
contract records in 5 weeks, including double-data entry to drive accuracy.
During delivery of products to clients throughout the season, our data was
proven to be 99.9% accurate.
Typical projects/tasks include
but are not limited to:
§
Staff Management &
Development: Manage and develop team of 6+ team members. Managing and
developing the structures and individual talent of the team will be your most
important role.
§
Client Data Management: Integrate
programmatic rules and trials such as prepayment deadlines, client penalties,
variable deadlines, new products, etc.
§
Customer Service: Help to develop
a world-class customer service team and processes to ensure that customer
inquiries are addressed in a timely manner.
§
Client Protection: Ensure our
program meets global client protection standards, through both proactive and
reactive processes. You will also collaborate closely across departments with
our
§
Field Operations, Logistics, and
Technology teams to promote client protection.
CAREER GROWTH AND DEVELOPMENT
We have a strong culture of
constant learning and we invest in developing our people. You’ll have weekly
check-ins with your manager, access to mentorship and training programs, and
regular feedback on your performance. We hold career reviews every six months,
and set aside time to discuss your aspirations and career goals. You’ll have
the opportunity to shape a growing organization and build a rewarding long-term
career.
QUALIFICATIONS
We are seeking an exceptional
professional with 2+ years of work experience and ideally a demonstrated
passion for our mission. Candidates who fit the following criteria are strongly
encouraged to apply:
§
Strong work experiences. Examples
include a demanding professional work experience, or successful entrepreneurial
experience
§
Leadership experience at work, or
outside of work, including management of direct reports
§
Advanced Excel and/or other data
analysis skills
§
Top-performing undergraduate
background, masters is a plus
§
Demonstrated leadership
experience at work, or outside of work, enthusiasm for learning, and openness
to feedback.
§
Ability to build teams and
collaborate with colleagues from diverse backgrounds.
PREFERRED START DATE
As soon as possible
COMPENSATION
Commensurate with experience.
BENEFITS
Health insurance, housing, annual
flights and other quality of life benefits.
SPONSOR INTERNATIONAL CANDIDATES
Yes. Zambians are strongly encouraged to apply.