Description of the organization

One Acre Fund - TUBURA is an agricultural NGO working in different countries in East Africa to support farmers with small land areas. We offer each of our members a package of services such as local delivery of agricultural inputs on credit and training with the aim of increasing harvests and incomes. Established in Burundi in 2012, we are a fast growing organization, which now has over 1000 employees at the country level. 

With season 24B, we serve more than 291,000 farming households spread across 38 communes and 615 hills in the 8 provinces of our area of ​​action namely Gitega, Mwaro, Muramvya, Ngozi, Kayanza, Muyinga, Ruyigi and Karusi. With season 25A which starts in September 2024, we plan to serve more than 350,000 farmers in 800 hills including 100 hill cooperatives. And by 2030, we plan to serve 1,000,000 farmers in more than 1,900 hills. For more information visit our website: http://www.oneacrefund.org

Job Description

Case Investigation and Customer Experience (CI)  is responsible for the management and execution of high-quality investigations and customer experience (CX)

Responsibilities

• Driving the customer experience (CX): 
  • Develop and adjust the overall CX strategy, including vision and KPIs for impact measurement, in agreement with key stakeholders.
  • Ensure measurement of KPIs and impact of customer experience. Based on this, implement measures for continuous improvement of customer experience across the Burundi program. 
  • Set up potential CX actions (CX calendar) in collaboration with FOPS – using data/feedback from CE, CI and FOPS – and drive their execution.
  • Conduct at least 3 seasonal CX surveys per year to gain insights on CX and impact approaches such as trees, legumes, buyback, retail. Analyze results and present to stakeholders > take necessary actions.
  • Ensure that the customer engagement team/structure is fit for the future, taking into account long-term expansion plans (structure, staffing, equipment, specialization, skills).
  • Drive innovations and continued digitalization in customer engagement, including implementation of self-help (IVR) systems, advanced PBX systems to meet growing program needs, enhanced/automated reporting and workflow management systems, etc. 
  • Advance Customer Engagement (CE) KPI dashboards as a basis for monitoring and driving customer engagement effectiveness (e.g., increased CP survey goal achievement, adherence to service level agreements). 
  • Improve customer engagement (CE) performance through regular call monitoring and coaching. 
  • Evaluate cost-effective and time-efficient ways to assess customer engagement performance and customer satisfaction.
• Prevention/management of fraud and harassment (CI):
  • Monitoring general compliance and potential violations
  • Prepare an annual audit plan, including resources and budgets.
  • Adopt a risk-based audit approach using local and global tools for continuous improvement. Deepen early fraud detection and fraud prevention methods.
  • Promote digitalization and labor- and cost-efficient audit approaches. 
  • Ensure quality and timeliness of audits and accurate and timely reporting of audit results using workflow management systems (Kissflow).
  • Facilitate potential escalations on audit report recommendations and any other disciplinary actions following policy violations with HR and FieldOps. 
  • Review all audit and compliance policies at least annually and adapt as necessary, and train field staff and stakeholders.
  • Ensure that fraud and harassment training and investigations are always up to date and ensure operational execution by auditors through close weekly monitoring.
  • Define and monitor CI team key performance indicators and compliance with service level agreements on a monthly basis.
  • Annual review of local and global policies on harassment and fraud
  • Maintain close contact and liaise with the customer data management team, for example ensuring audit findings are recorded in the list.  
• Ensure compliance with customer protection regulations 
  • Design Burundi customer services and customer protection policies in collaboration with the FOps team based on the Global Customer Protection Policy guidelines on fraud, harassment and data protection.
  • Monitor compliance with risk frameworks that protect customers, for example the protection of customer data made available through different channels.
  • Ensure proper execution of recommendations from reports and data collected by teams, such as data collected through CX/customer protection surveys, field investigations and complaints.
  • Ensure the execution of the CP survey throughout the season by achieving the set objectives (5-8%).
  • You are responsible for information and communication management, organization and implementation of all company activities.
  • Prepare quarterly CP survey results and present to field staff and stakeholders. 
  • Ensure the implementation of regular training in environmental protection for staff and farmers.
  • Complete the overall CP Heatmap on a quarterly basis and ensure improvement actions are taken for the lowest scoring areas.
  • Provide advice on consumer protection discussions in new projects, initiatives, etc. 
• Direct management of the Customer Engagement (CE) and Investigations (CI) teams:  
  • Providing guidance, supervision and support for resource planning
  • Regular checks  
  • Preparation and conduct of performance development reviews (PDRs)
  • Preparation and monitoring of performance development plans and promotion plans, as well as other growth-related actions (e.g. deriving training needs for the team).

Career growth and development

One Acre Fund invests in the development of management and leadership skills. Your manager and a global support team will dedicate a lot of time to your professional development. We provide ongoing, concrete feedback through mentoring and regular career reviews in the form of management advice. We also hold regular one-on-one meetings, where we listen and discuss career goals, and work collaboratively to create truly exciting roles. Due to our rapid growth, we constantly have new senior roles opening up and plenty of opportunities in different functions.

Requirements:

We are looking for an exceptional professional with a minimum of 2 years of professional experience and ideally a passion for developing the agricultural sector. Candidates who meet the following criteria are strongly encouraged to apply:

• A bachelor's degree in economics, management, auditing, accounting or other related fields
• Ability to analyze data, synthesize and write reports
• Knowledge of internal audit techniques, principles and best practices
• Accounting knowledge
• Excellent organizational skills
• Experience in the field of customer protection 
• Excellent management and communication skills with the various stakeholders involved
• Flexibility and ability to manage stress
• Strong knowledge of Excel and/or other data analysis software
• Professional Integrity
• Demonstrated leadership experience at work or outside of work, enthusiasm for learning and openness to feedback.
• Humility. We are looking for passionate professionals who combine strong leadership qualities with good humor, patience and a humble approach to service to join our growing family of leaders.
• Language skills: perfect command of French and Kirundi. Knowledge of English.

Date of entry into office

As soon as possible

Workplace

Muramvya, Burundi

Benefits

Medical coverage, paid annual leave

Eligibility

This role is only open to citizens or permanent residents of Burundi

Application deadline

February 11, 2025

One Acre Fund never asks candidates to pay for tests at any stage of the interview process. Official emails from One Acre Fund will always come from an address containing @ oneacrefund.org . Please report any suspicious communications here (globalhotline@oneacrefund.org), but do not send your application materials to this email address .

Diversity, Equity, and Inclusion (DEI) and anti-racism are deeply connected to our organization’s mission and purpose. One Acre Fund strives to build a culture where all employees feel valued, represented, and connected—so our team can thrive as professionals, and achieve exceptional impact for the farmers we serve.

We are committed to promoting equal employment opportunities without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, disability, gender, gender identity or expression. We are proud to be an equal opportunity workplace.