GiveDirectly
Job Title: Follow-up Manager
Location: Liberia
Reports to: Country Director
Direct Reports: Associate Field Managers
Organizational Background:
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 by Inc., and one of
GiveWell’s top-rated charities for 7 years running.
Role Overview:
The Follow-up Manager will play a central role in ensuring that GiveDirectly delivers a goldstandard product to donors and a positive experience to recipients. The Manager will oversee staff
on multiple projects that are responsible for monitoring our recipients after they have received
transfers – to ensure safe receipt, collect stories on recipient’s chosen use of the cash, and resolve
resultant challenges. This follow-up and monitoring will be done in person and through our call
center. The Manager will be responsible for the efficient and effective implementation of the
follow-up process, including tracking performance of the follow-up team; 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, effective communication
skills, attention to detail, organizational skills, and a strong commitment towards building a
scalable and better-leveraged field organization.
Responsibilities
Design and monitor call-center workflow
● Improve call center workflow to match the quality of systems used in more established GD
offices.
● Supervise and track work-plans for call center team
● Oversee and ensure resolution of adverse events / mobile money registration problems;
provide guidance on unique or challenging cases
● Review weekly reports to track productivity and quality of service; design and own process
of correcting slipping metrics
● Monitor recipient call data to ensure data integrity
● Ensure appropriate recipient experience metrics are being collected monitored and
reviewed.
● Coach Associate Field Managers to identify any red flags and pick up on any un-flagged
issues
Team management
● Train and supervise Associate Field Managers within the follow up team
● Coordinate and manage professional development and training of Follow up team (e.g.
trainings on all new protocols for existing team as well as all training for new field officers)
● Strengthen coordination systems between enrolment and follow-up
● Identify opportunities for “specialization trainings” on different follow-up functions (e.g.
adverse events management, registration problems) and assess the necessity of reorganizing the team
● Ensure positive team dynamics and identify opportunities for morale-building (e.g.
retreats, team events, incentives schemes, etc.)
Systems improvement/documentation
● Oversee implementation of technologies aimed at streamlining data collection and
workflow management
● Maintain updated documentation of all collected data and case-management protocols,
including those aimed at ensuring data security and standardization
● Identify gaps and provide solutions to address GiveDirectly’s current adverse-events / case
management process
● Identify and formulate solutions to address fraud vulnerability in all stages of the followup process (e.g. SIM-card changes)
● Responsible for ongoing maintenance of call center infrastructure, in collaboration with IT
vendors” and “taking on occasional strategic projects to improve call center operations and
performance.
Other
● Coordinate special fundraising, operational, or research projects with non-traditional
follow-up data collection
GD Values
1. Recipients first.
We prioritize recipient preferences over those of donors or ourselves.
2. Team next.
We do what’s best for organizational – not individual – success.
3. Be proactively candid.
We say what we believe, and are honest in sharing information.
4. Create positive energy
We strive to be a source – not drain – of energy for our colleagues.
5. Think rigorously; act quickly.
We are intellectually rigorous with a drive towards action – not debate.
6. Accept reality. Propose solutions.
We do not dwell on problems. We work actively to create solutions.
7. Be productively ambitious.
We take the risks to pursue industry-changing success, not incremental progress.
8. Know yourself and grow.
We recognize and accept our imperfections with a focus on growth.
Desired abilities/experience:
● Bachelor’s degree in Social Sciences, Technology, Business Administration and any other
relevant discipline
● 2-5 years experience in field management or program management at an international
nonprofit organization or high performing organization
● Exceptional ability to logic through complex operational questions & run robust analyses
to inform management and programming decisions
● Exceptional leadership and people management abilities with demonstrated success in
motivating and developing front line managers
● Experience managing a call center is an added advantage
● Excellent written and verbal communication skills
● Exceptional organization skills and attention to detail
● Strong analytical and technical skills
● Strong interest in improving GD’s follow up processes and systems
● Hands on experience in metrics and reporting
● Demonstrated work ownership and initiative, while effectively communicating gaps and
risks
● Proficient in Excel and Digital Data Gathering and ability to adapt quickly to new
technologies and platforms
● GiveDirectly culture fit
Deadline for Application: March 31, 2020
Click here to Apply:
Applications will be reviewed on a rolling basis due to the urgency of the recruitment. GiveDirectly
reserves the right to select a candidate before the deadline. All applicants are encouraged to apply
early.