Kenya Business Operations Product Specialist

About One Acre Fund

Founded in 2006, One Acre Fund supplies 1 million smallholder farmers with the agricultural services they need to make their farms vastly more productive. Our 8,000+ team is drawn from diverse backgrounds and professions. With operations across six core countries in Africa, we make farmers more prosperous by providing quality farm supplies on credit, delivered within walking distance of farmers’ homes, and agricultural training to improve harvests. On average, the farmers we serve harvest 50 percent more food after working with One Acre Fund. 

To learn more about our work, take a look at our Why Work Here blog for more information.

About the Role

Business Operations Product and Channels Specialist you will oversee and developing operations of clients products and self-service channels. The client product includes Farmer insurance provided to 600,000+ customers each as an optional product since 2018 and Solar home system to 50,000+ customers. While client self service platforms are USSD, 2 way SMS, Chabot, and Online platform, with over 3 million+ sessions each month with a budget of 500,000USD . Your role will be to improve processes; coordinate with Business Operations departments and other One Acre Fund-Kenya teams and managing staff within the Product and Channel unit with an aim of achieving the top of the notch customer experiences. You will report directly to the Business operations Product and Channel Lead

Responsibilities

  • You will manage the portfolio of Digital Channels and Products at One Acre Fund
  • You will directly manage the operational aspect of your work stream with 2 staff, Client Products Coordinator and Digital Channels Coordinator

Operationally you will be expected:

  • To set up each of the Digital Channels (USSD, 2 Way SMS, Chatbots) to offer the best experience to our clients.
  • To monitor the performance of the channels against industry best standards and internal KPI’s and SLA’s
  • To ensure you have first hand information on client experience through field visits
  • To work to improve our customers’ experience
  • To prepare reports and analysis for management and suggest recommendations.
  • You will help build strategic aspects of your work stream
  • Strategically you will work with your manager to
  • Identify high impact technology, process or creative interventions
  • Evaluate the impact against the cost
  • Develop business cases for new workaround and investments for better performance and higher adoption

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

Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

  • Bachelor’s degree
  • 2+ years of professional work experience, or successful entrepreneurial experience in Clients self-service channels i.e USSD, 2 way SMS, and Chatbot is required
  • Advanced skills in MS Excel and financial modelling
  • Language: English & Kiswahili are required for this role

Preferred Start Date

Due to the ongoing Covid-19 pandemic, start dates can vary significantly by role. We are adapting rapidly to Covid-19 and most of our team is now working remotely. Given the changing environment, we will appreciate your flexibility in confirming a start date.

Job Location

Kakamega, Kenya

Benefits

Health insurance, paid time off 

Eligibility

This role is only open to citizens or permanent residents of Kenya. 

Application Deadline

20 September 2021

One Acre Fund never asks candidates to pay any money or pay for tests at any stage of the interview process. Official One Acre Fund emails will always arrive from an @oneacrefund.org address. Please report any suspicious communication here ([email protected]), but do not send applications or application materials to this email address.

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

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity or expression. We are proud to be an equal opportunity workplace.

To help us track our recruitment effort, please indicate in your email/cover letter where (ngotenders.net) you saw this job posting.

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