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  • Posted: Jul 22, 2019
    Deadline: Not specified
  • World Vision is a global relief, development and advocacy organization dedicated to working with children,families and communities to overcome poverty and injustice.World Vision serves all people regardless of religion,race,ethnicity,or gender.

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    Global Customer Relationship Management Assistant

    Job Description


    Technical CRM Support (Level 1):

    • Responsible for supporting all of the services with basic level of expertise (either GC/GPO, GEMS, General Customer Support, MDM (including coding), or any new service assigned to the BSD team)
    • BSD internal Level 1 support—
    • Responsible for supporting external Level I, and out of scope request attending internal and external clients and securing optimal services are provided.

    General Support of BSD Processes and Services:

    • Support all other BSD services (current or new) with basic (Level 2) and/or CRM Assistant level (Level 1) expertise support. That is all other services that the BSD provides to the customers, besides the process or process where basic
    • level of expertise is performed. E.g. GC/GP, GEMS, General Customer Support, MDM (included coding), or any new service assigned to the BSD team.

    Operational SLA Compliance, Reporting and Metrics:

    • Comply with the operational SLA s agreed with the customer to achieve: process, team and individual performance. Achieving and/or exceeding the KPIs defined via SLA.
    • Metrics and Indicators - Ensure that customer expectations in regards to performance, meeting defined metrics/benchmarks, standards and processes are followed to provide effective customer service and meet requirements.

    C-SAT (Customer Satisfaction )and NPS (Net Promoter Score):

    • Comply with the goal agreed within the SS to achieve, the process, team and individual performance on customer satisfaction and net promoter score.

    Project Support and AD-hoc Duties:

    • Provide support for out of scope services - Project manage and develop solutions and recommendations for out of services like new projects assigned, new processes transitioned that require BSD service, non-recurrent customers’ requests, specific data uploads, requested by a third party, and others that may arise and not limited to the examples mentioned here.


    • Bachelor’s/College Degree or Technical or University qualification in administration, customer service, industrial engineering, operations, project management, or related field.
    • 2 years’ experience or equivalent work experience. College degree preferred.
    • Technologically savvy.
    • Good analytical thinking.
    • Good relationship building skill set, both internal and with internal customers.
    • Experience with ERPs and CRMs or related tools.
    • Experience with specific processes relevant to WV Operations and NGOs recommended.
    • Strong presentation abilities and impact while addressing the customers with service information, reports, and other relevant data.
    • Yellow belt certification desired.
    • Customer Service techniques and protocols.
    • Full command of English language (written and spoken).
    • Desirable: Spanish, French, or Portuguese (written and spoken).

    Preferred Skills, Knowledge and Experience:

    • Listening skills and service orientation.
    • Decision making skills.
    • Communication skills.
    • Negotiation techniques.
    • Conflict resolution.
    • Time management and organizational skills, deadline focused with strong attention to detail and accuracy.
    • Self-directed with the ability to work independently, but also to coordinate and consult effectively as part of a team, and escalate when needed.
    • Ability to work remotely.
    • Customer Service
    • WV processes
    • P2P Process
    • Knowledge of WVI desirable
    • Policy and procedure
    • Finance knowledge
    • System knowledge
    • Product knowledge
    • Cross-cultural sensitivity
    • Data management
    • Contact centres, customer relationship management, business analytics, shared services centres, training, procurement, customer service.

    Work Environment/Travel:

    • The position requires ability and willingness to travel domestically and internationally up to 10% of the time.

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    Senior Director – Water, Sanitation and Hygiene (WASH)

    Job Description

    Set Strategic Priorities:

    • Ensures quality WASH programming that is equitable and sustainable.
    • Develops annual WASH Business Plans with the Regional WASH Directors, Support Offices and National teams.
    • Ensures integration of WV distinctives and ethos in WASH implementation.
    • Ensures alignment of WASH programming with global sector approaches and project models.
    • Ensures overall compliance with WVI Partnership standards and industry standards.
    • Oversees the quality and coverage of WASH programming.
    • Champions cross-sector collaboration for integration of WASH programming with other sectors.
    • Provides leadership and mentoring for WASH field teams, and supports the WASH Capacity Building Plan.

    Provide Operational Accountability:

    • Ensure accountability of national and regional portfolios to deliver WASH outcomes as defined in Business Plans.
    • Ensure donor promises are met or exceeded.
    • Measure extent to which resourcing opportunities meet WASH operations needs and impact child well-being.
    • Ensure high quality technical support is provided to National Offices on the development of Technical Approach and Technical Programs to address WASH needs.
    • Ensure effective implementation of 14-Country Response Plan recommendations in WASH programming.
    • Ensure effective monitoring and evaluation of WASH programming, evidence-building for new initiatives where needed, and learning and sharing for quality improvement.

    Internal and External Engagement:

    • Maintains effective and strategic relationships with Regional Office WASH Managers, WASH Sector Lead, and major WASH Support Offices to assure WASH service quality and meet donor expectations.
    • Assures quality programming and evidence of impact in WASH field operations to position WV as the NGO of choice with potential and key partners, donors and stakeholders.
    • Championing WASH campaigns and resource acquisition in the field.
    • Champion the annual/biannual WASH Forum to celebrate impact and innovation in WASH and to leverage funding opportunities with donors and partners.
    • Participates in high level international and regional meetings, forums and conferences as required.
    • Collaborates with Faith and Development actors internally and externally as we seek to integrate faith into all our programming.

    Build Capacities:

    • Determines the technical capacity needs for the Field WASH teams.
    • Builds capability of the Field WASH professionals and community of practice.
    • Builds understanding of current footprint and identify opportunities for further growth and impact.
    • Promotes a culture of innovation, collaboration and continuous improvement.
    • Collaborate with WVI Partnership sector leads to ensure WASH lessons are documented and disseminated.
    • Collaborate with Partnership sector leaders on the development and implementation of Project Models


    • Master’s degree required in international relief and development, behavior change, engineering or business, plus related professional work experience.
    • Excellent in written reporting and in verbal communication in English.
    • Strong experience and proven skills in leading a team of technical professionals.
    • Leader with minimum 10 years’ experience designing and leading WASH programming in the developing world.
    • In-depth knowledge/expertise in WASH programming including evidence based best practices.
    • Strong relational and networking skills, demonstrated ability to supervise teams, and significant experience engaging with donors and fundraisers.


    • Strong experience working with and managing large grant portfolios for foundations, bilateral and multilateral donors.
    • Strong experience and proven skills in working effectively across cultures to advance priorities and achieve change, in situations without direct authority.
    • Strong experience and proven skills in external engagement that contributes to change in policy and practice and builds WVs reputation as a leader in the industry.
    • Strong experience developing strategy and policy in large organization.
    • Experience in working with faith, faith actors and faith related issues in development.
    • Fluency in a relevant second language (Spanish or French) is desirable.

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    Accounts Payable Clerk

    Job Description

    Invoice Processing:

    • Responsible for processing of supplier invoices in accordance with global standards and procedures and “Follow-the-Sun Strategy”.
    • Ensure that retentions, down payments, taxes are recorded ( if applicable).
    • Submit invoice for “by-pass” on a timely manner.
    • Ensure invoice log sheets are constantly updated to keep track of balance sheet accounts.


    • Inform customers for rejected/deleted invoices immediately via email after processing.
    • Assist internal and external Customers in P2P AP related concerns.

    Internal Control:

    • Check down payment (170 Accounts) if applicable before creating an invoice.
    • Support in the execution of internal control procedures Per FFM.
    • Assist during audit ( if required).


    • Comply with Organizational policies and procedures.
    • Prepare report.
    • Support in providing data to AP Analysts for the preparation of weekly report.
    • Perform other tasks as assigned by immediate Supervisor.

    Preferred Skills, Knowledge and Experience:

    • Bachelor´s Degree, preferably in Accounting or Finance.
    • At least one year work experience.
    • Experienced in interfacing with business customers in defining procurement service requirements or procurement/accounting information.
    • Broad based experience in accounting and financial systems.
    • Ability to work in a time sensitive environment.
    • Experience in interfacing with business customers in resolving payment issues.
    • Knowledge of WV’s policy and procedure in the area of finance, systems and products.

    Method of Application

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