Job Openings at World Vision

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.

Requirement/Skills

• 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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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

Requirement/Skills

• 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.

Preferred:

• 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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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.

Communications:

• 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).

Others:

• 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.