New Incentives is a US-based nonprofit committed to implementing health-related cash transfer programs to save lives in developing countries. Operating in Nigeria, New Incentives gives pregnant women with at-risk pregnancies conditional cash transfers, which encourage them to follow medical advice and treatment so that their children are born healthy.
- Job Type: Full Time , Remote
- Qualification: BA/BSc/HND , MBA/MSc/MA
- Experience: 4 – 6 years
- Location: Nigeria
- Job Field: Customer Care
Responsibilities
- Ensures Field Officers are Receiving adequate Training
- Holds frequent training sessions with field officers on how best to approach questions/challenges from beneficiaries.
- Ensures field officers are trained on various strategies to improve immunization coverage rates and retention.
- Ensures field officers are well-trained on prioritizing day-to-day tasks, time-management, and fulfilling their job responsibilities.
- Holds coaching sessions with poor performing field officers.
- Trains field officers to treat beneficiaries with dignity and respect, providing actionable tips and real-life scenarios.
- Administrative and Field Related Roles
- Assesses 2 clinics per day and reports back to the Expansion Coordinator via myday regarding their proficiency in customer service.
- Performs an in-depth review of field officers customer service, incorporated into training and where relevant protocol recommendations.
- Develops and implement trainings on customer service and importance of good treatment of caregivers
- Executes training for managers and field auditors on how to assess customer service gaps.
- Equips staff with the skills needed to provide behavioral counseling intervention with beneficiaries. Strengthen and encourage interpersonal communication skills between health workers and the ABAE field officers.
- Reviews field officers performance dashboards to ensure a comprehensive understanding of field officers performance.
- Reviews clinic performance dashboards to ensure a comprehensive understanding of KPIs across all clinics.
- Reports on areas where refresher trainings are needed for field officers to the Expansion Coordinator.
- Visits clinics at least once a week.
- Participates and conducts training sessions during field officers trainings.
- Carries out any other tasks issued by the Expansion Coordinator.
- Manages a system to track beneficiary and non-beneficiary feedback and complaints.
Key Requirements
- Education and Work Experience
- B.Sc or equivalent. A master’s degree is a plus.
- A minimum of 4–6 years relevant experience working in customer services at the field level.
- At least 3 years prior experience working for a non-profit, charitable organization, or INGO.
- Has led an expansion activity in the past.
- Preferred experience in customer service engagement.
- Preferably, a candidate already based in Kano.
- Skills and Competencies
- Strong communication and interpersonal skills (especially in Hausa)
- Excellent budget management skills.
- Strong customer service and people management skills
- Proficient problem-solving skills
- Ability to lead effective group training sessions
- High ethical standards and integrity
- Ability to identify gaps and recommend solutions
- Ability to manage multiple priority tasks
- Highly proactive with a very strong sense of accountability
- Excellent leadership skills.
- Proficiency in MS Word, MS Excel, MS Powerpoint, internet browsers, smartphones and ICT in general.
- Ability to use Google Doc, Google Sheet, and AppSheet would be a bonus.
Method of Application
Interested and qualified? Go to New Incentives on new-incentives.breezy.hr to apply
