Job Openings at One Acre Fund

ABOUT THE ROLE

The Global Ombuds mediates employee conflict and investigates DEI related employee conduct and bias complaints and resolves them, usually through recommendations or mediation sessions. The Global Ombuds also works with the Office of the CEO and the Diversity Equity and Inclusion (DEI) Council to identify systemic issues leading to poor employee conduct or culture and makes recommendations for improvement. The objective of this role would be to help One Acre Fund create a safe, supportive, inclusive workplace, and to ensure that employees can report and resolve instances of bias in a fair, transparent process free from retaliation. The Global Ombuds would report to the Office of the CEO and would manage one direct report, and would work with HR and Legal Teams.

The Global Ombuds would:

• Create the structures and processes needed to manage cases
• Resolve cases related to bias, minor misconduct cases, and staff conflict
• Provide One Acre Fund staff support and mediation services
• Escalate cases of formal discrimination and grave misconduct to Legal
• Report aggregated trends and make recommendations to the CEO, DEI Council, Company Board and Managing Counsel

RESPONSIBILITIES

While the Global Ombuds will be first and foremost involved in staff mediation work, they will have a number of other responsibilities, which may take up a greater or lesser percentage of the Global Ombuds' bandwidth, depending on case load of staff mediation cases.

A. Staff Mediation (60%)

Resolve cases of bias, staff conflict, micro-aggressions through mediation, training, and recommendations.
Ensure confidentiality and fairness in resolving cases

B. Awareness & Training (15%)

Lead programs and communication to increase all staff awareness of and access to reporting channels.
Shape the organizational culture we want at OAF through preventative training and other interventions.
Ensure that staff view the Ombuds and reporting channels as accessible, trusted, and unbiased.

C. Identify trends and support systemic solutions (10%)

Analyze case data, draft reports, and make recommendations.
Advocate for any necessary changes to organizational structures, plans, or processes to ensure that One Acre Fund is building the culture we want.
Provide support scoping or implementing relevant DEI projects.

D. Stakeholder Management (Community of Practice leadership) (15%)

Delegate cases to and support in-country mediators / staff-liaison officers
Offer performance support and professional development resources to in-country mediators
Build knowledge of the Ombuds services and gain a better understanding of staff sentiment by attending regional meetings and country-level leadership meetings

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:

1. 5 or more years of experience in mediation/Ombuds/conflict resolution work
2. 3+ years of experience in any of our countries of operation
3. 2+ years in management
4. Experience working in a multi-cultural, diverse workplace.
5. Excellent written and verbal communication skills
6. Some experience in corporate Culture or DEI work, or experience in the legal field are a plus.
7. English is required, knowledge of French/Swahili/Kinyarwanda/Kirundi/Chichewa/Amharic preferred.

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ABOUT THE ROLE

One Acre Fund Kenya is growing quickly through new sales and delivery channels such as retail outlets, 48-hour home deliveries, online order by phone app, and more. The Contact Centre exists to provide excellent support to all our customers for any challenge and to solicit client feedback to inform program decisions. Each year, we conduct hundreds of surveys, answer tens of thousands of calls, and send millions of SMSs. The Contact Centre Lead is responsible for customer satisfaction of many channels and ensuring One Acre Fund provides a better customer experience tomorrow.

You will report directly to the Kenya Business Operations Lead. You will directly manage 5 staff who lead the Incoming, Outgoing, Repayment, Shared Services, and Case Investigations teams. Collectively, the team is over 100 staff!

RESPONSIBILITIES

• Strategy - Develop a One Acre Fund Contact Centre Strategy to provide excellent customer service for our clients well into the future. Set goals for us to achieve the strategy.
• Voice of the Customer - Advocate for the customer always, ensuring their perspective is understood throughout the organization. Support customer-focused decisions by collecting and summarizing data.
• Drive Results - Innovatively find ways to improve important metrics such as Service Level Agreements, First Call Resolution, Customer Satisfaction, and Call Wait Time.
• Build and Motivate Your Team - Recruit and coach your team to achieve targets and provide exceptional service. Develop an enthusiastic, inclusive, successful, and customer-obsessed culture and maintain high team morale

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:

1. Bachelor's degree.
2. 5+ years experience in a call centre or an operations role in a dynamic company.
3. Experience handling multiple high priority projects simultaneously.
4. Passion for providing above and beyond customer service.
5. Experience pulling out useful information from overwhelming data sets.