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Global Director of Business Operations

Recruiter: One Acre Fund
Salary: Competitive
Location: Kenya
Job sector: Charities & NGOs
Health & Social Care
Job type: Fixed term contract
Hours: Full-time
Date posted: 01/10/2018
Degree Level: Master


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Info for Applicants:

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Deadline for applications:
30/12/2018



Our Global Director of Business Operations will lead one of the core functional teams in the organization, and will be part of the organization-wide leadership group. S/he will be a key deputy of the Global Director of Operations, and will lead all client data management, field audit, and customer engagement (similar to customer service) functions in our 7,000+ person organization.

Business Operations (BizOps) at One Acre Fund is a major back office support function with on-the-ground teams located in each of our 7 core operating countries and functional representation in our 2 pilot programs. Within our core countries, BizOps functions are executed by teams ranging from 100+ full time staff in each of Kenya and Rwanda programs to teams as small as 4 in our young and rapidly growing Zambia program.

In many ways, Business Operations makes data work for our clients by creating and improving efficient business processes that ensure client orders and credit flow through to our Distribution, Sales, and Finance teams. It is also on the frontline in actively improving the customer experience through our on-the-ground Field Audit and Customer Engagement Teams

Together, our BizOps teams are responsible to ensure:
•Client data and orders for nearly 800,000 clients across 9 countries are digitized and actively managed for a total loan portfolio of over 50 million USD
•Millions of client repayments are captured and assigned correctly in our CRM via both cash and mobile money networks
•Client data is reviewed and confirmed in person in the Field
•Client concerns and issues are captured via our feedback channels and addressed to satisfaction
•Nearly 200,000 client calls are answered, ticketed, and closed within our service level agreements
•Clients are empowered with access to their own account information via millions of outgoing SMS and 2-way SMS services

Our long-term vision is to build the largest and most impactful rural distribution network in the world, delivering and financing affordable, life-changing products and services to the world’s most underserved farming communities. Scaling these core functions to reach 5-10x as many clients in the next decade will require tremendous leadership, vision, and a laser-focus on execution. Our Business Operations teams will continue to play a major role in our efforts to address rural hunger and poverty on a continent-wide scale.

The overarching goals for this role are to:
•Continue building best-in-class client data management and customer service functions
•Grow our business operations teams in an efficient and scalable manner to serve more clients across a larger geography
•Drive innovation across all business operations teams to adapt to the needs of a changing program model, as well as new business units

Specific responsibilities include:
•Setting Vision & Strategy: •Work with senior leaders to collaboratively set and execute on long-term vision for business operations functions
•Work with in-country department and Systems Division leaders on department design and change management, to help maintain a high-performing, motivated, and impactful team
•Build and maintain strong collaborative working relationships across several global departments, and amongst key leaders in all countries
•Identify and execute on key areas for strategic direction

•Building Team: Day-to-day management of multiple remote staff, with a team size of 10+ in-country leaders, 1 global projects lead, and a total business operations team of over 250 professionals. •The following teams fall under the management of the Global Director of Business Operations: •Client Data Management,
•Repayment Audit
•Customer Service,

•Global Director of Business Operations will be responsible for rapidly growing the careers of the leaders of these departments through weekly check-ins and workshops, ongoing development feedback, and bi-annual career reviews.

•Executing on Key Organizational Initiatives: Deliver results on key organizational initiatives related to all aspects of our business operations, including: •Client Data Systems •Drive excellence within our CRM tools and work with key stakeholder to drive innovation in operational data collection and management
•Improve data flows between key operational data systems to support analysis and decision making

•Customer Service and Protection •Scale the teams and systems required to receive inquires and feedback from hundreds of thousands of customers
•Monitor and enforce our client protection principles in partnership with our Field Operations Teams



Generally - help design and implement innovative and impactful business operations systems that can scale across several countries in E. Africa, Europe, North America, and Asia
•Note: Much of work will be done with and through our incredible team of in-country department leaders and global project lead but direct involvement in sketching, creating, and editing of key deliverables will be required.
•Drive Innovation in Business Operations: Drive innovation across business operations functions, by thinking creatively and outside the box. Example focus areas include: •Identify opportunities to digitize data flows to improve operational efficiency
•Explore new client communication channels, such as two-way SMS, interactive voice, and call centers

•Communication: •Serve as the global voice for business operations-related issues to in-country and global systems leadership.


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 exceptional candidates with experience as a general manager/ leader in a fast-growing organization, and a propensity for innovation. Prior operations experience preferred but not required, if the candidate has held a senior-level position at an innovative organization. Candidates who fit the following criteria are strongly encourage to apply:
•Passion for operations, building scalable and efficient systems, and solving problems in a difficult operating environment
•Proven ability to manage teams and develop leaders; experience in remote management a plus
•Strong data and analytical skills; advanced Excel a plus
•Excellent written and verbal communication skills
•Experience working in a multicultural workplace in a developing country a plus
•Creativity and strong problem solving skills
•Top-performing educational background; related Master’s Degree is an asset, but not strictly required
•We are looking for passionate professionals who combine strong leadership skills with good humor, patience, and a humble approach to service.
•A willingness to commit to living in East Africa for at least two years – this is a long-term, career-track role.
•Language: Fluent English required





Job description

Our Global Director of Business Operations will lead one of the core functional teams in the organization, and will be part of the organization-wide leadership group. S/he will be a key deputy of the Global Director of Operations, and will lead all client data management, field audit, and customer engagement (similar to customer service) functions in our 7,000+ person organization.

Business Operations (BizOps) at One Acre Fund is a major back office support function with on-the-ground teams located in each of our 7 core operating countries and functional representation in our 2 pilot programs. Within our core countries, BizOps functions are executed by teams ranging from 100+ full time staff in each of Kenya and Rwanda programs to teams as small as 4 in our young and rapidly growing Zambia program.

In many ways, Business Operations makes data work for our clients by creating and improving efficient business processes that ensure client orders and credit flow through to our Distribution, Sales, and Finance teams. It is also on the frontline in actively improving the customer experience through our on-the-ground Field Audit and Customer Engagement Teams

Together, our BizOps teams are responsible to ensure:
•Client data and orders for nearly 800,000 clients across 9 countries are digitized and actively managed for a total loan portfolio of over 50 million USD
•Millions of client repayments are captured and assigned correctly in our CRM via both cash and mobile money networks
•Client data is reviewed and confirmed in person in the Field
•Client concerns and issues are captured via our feedback channels and addressed to satisfaction
•Nearly 200,000 client calls are answered, ticketed, and closed within our service level agreements
•Clients are empowered with access to their own account information via millions of outgoing SMS and 2-way SMS services

Our long-term vision is to build the largest and most impactful rural distribution network in the world, delivering and financing affordable, life-changing products and services to the world’s most underserved farming communities. Scaling these core functions to reach 5-10x as many clients in the next decade will require tremendous leadership, vision, and a laser-focus on execution. Our Business Operations teams will continue to play a major role in our efforts to address rural hunger and poverty on a continent-wide scale.

The overarching goals for this role are to:
•Continue building best-in-class client data management and customer service functions
•Grow our business operations teams in an efficient and scalable manner to serve more clients across a larger geography
•Drive innovation across all business operations teams to adapt to the needs of a changing program model, as well as new business units

Specific responsibilities include:
•Setting Vision & Strategy: •Work with senior leaders to collaboratively set and execute on long-term vision for business operations functions
•Work with in-country department and Systems Division leaders on department design and change management, to help maintain a high-performing, motivated, and impactful team
•Build and maintain strong collaborative working relationships across several global departments, and amongst key leaders in all countries
•Identify and execute on key areas for strategic direction

•Building Team: Day-to-day management of multiple remote staff, with a team size of 10+ in-country leaders, 1 global projects lead, and a total business operations team of over 250 professionals. •The following teams fall under the management of the Global Director of Business Operations: •Client Data Management,
•Repayment Audit
•Customer Service,

•Global Director of Business Operations will be responsible for rapidly growing the careers of the leaders of these departments through weekly check-ins and workshops, ongoing development feedback, and bi-annual career reviews.

•Executing on Key Organizational Initiatives: Deliver results on key organizational initiatives related to all aspects of our business operations, including: •Client Data Systems •Drive excellence within our CRM tools and work with key stakeholder to drive innovation in operational data collection and management
•Improve data flows between key operational data systems to support analysis and decision making

•Customer Service and Protection •Scale the teams and systems required to receive inquires and feedback from hundreds of thousands of customers
•Monitor and enforce our client protection principles in partnership with our Field Operations Teams



Generally - help design and implement innovative and impactful business operations systems that can scale across several countries in E. Africa, Europe, North America, and Asia
•Note: Much of work will be done with and through our incredible team of in-country department leaders and global project lead but direct involvement in sketching, creating, and editing of key deliverables will be required.
•Drive Innovation in Business Operations: Drive innovation across business operations functions, by thinking creatively and outside the box. Example focus areas include: •Identify opportunities to digitize data flows to improve operational efficiency
•Explore new client communication channels, such as two-way SMS, interactive voice, and call centers

•Communication: •Serve as the global voice for business operations-related issues to in-country and global systems leadership.


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 exceptional candidates with experience as a general manager/ leader in a fast-growing organization, and a propensity for innovation. Prior operations experience preferred but not required, if the candidate has held a senior-level position at an innovative organization. Candidates who fit the following criteria are strongly encourage to apply:
•Passion for operations, building scalable and efficient systems, and solving problems in a difficult operating environment
•Proven ability to manage teams and develop leaders; experience in remote management a plus
•Strong data and analytical skills; advanced Excel a plus
•Excellent written and verbal communication skills
•Experience working in a multicultural workplace in a developing country a plus
•Creativity and strong problem solving skills
•Top-performing educational background; related Master’s Degree is an asset, but not strictly required
•We are looking for passionate professionals who combine strong leadership skills with good humor, patience, and a humble approach to service.
•A willingness to commit to living in East Africa for at least two years – this is a long-term, career-track role.
•Language: Fluent English required



https://oneacrefund.org/work-with-us/job-openings/g/?gh_jid=1295900

Vacancy type

Fixed term contract

Contact details

- -

Location

Kenya

Salary

Competitive


Deadline for applications

30/12/2018

Posted on

01/10/2018

Industry sectors

Info for applicants


How to apply



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