Job Title: Programme Officer, Operations

Location: Benin City, Edo
Employment Type: Full Time

Operations Department

• The schools run by NewGlobe have to operate in the most efficient and effective way possible to enable us to provide life changing education that is affordable to families living below the poverty line, and to governments with limited resources. This means there is no room for waste and inefficiencies.
• The Operations Team is responsible for the design, execution and management of the entire sequence of processes required to service the activities of each school, and for providing that support at scale in the most cost efficient and effective way possible.
• Operations is the nerve centre of the company and is the interface that brings all school-level support functions together.
• Our mission is to provide a better service for our parents and governments, a better experience for our employees, and a stable platform on which we continue to scale our work.

About the Role

• The Operations Team designs, implements, and manages school-level operations and support. We are the nerve centre of the company.
• Certain aspects of what we do originate in other departments or teams – from Academics, Schools, Leadership & Development, Finance or People – but end with Operations.
• No matter how well other departments may complete their individual functions, it is up to Operations to be the interface that brings all school-level support functions together.
• The role of Programme Officers is a microcosm of the overarching goal of the entire Operations Team, broken down by specific functional components.
• Each Programme Officer has a unique sphere that s/he is responsible for owning. Within that realm of responsibility, Programme Officers work with Managers to identify and analyze operational needs, design strategies and processes to address these challenges, and supervise the necessary training, monitoring, and constant adjustments to execute these programs successfully

What You Will Do
Programme Officers will work closely with Managers and other departments to design and run specific programmes such as but not limited to:

• Project Management – from ensuring digital teacher guides are ever present on teacher tablets, to providing supplies in classes are delivered on time and accounted for;
• Data Processing, Analysis & Reports Creation for the Operations Department in addition to other departments. Data pieces include but are not limited to the following:
  • School Health Metrics such as stakeholder/staff attendance, tech devices statuses and functionality, facility observations
  • Academics metrics such as lesson completion, lesson quality, lesson availability, special academic surveys outputs, score entry completion
  • Customer Relationship Management data such as outstanding issues, issues resolution performance, department, and individual staff CRM performance metrics
  • Supply Chain/Operations data such as Inventory on hand, movements, procurements etc.
• Business Intelligence Analysis and Reporting Support
• Systems/Processes analysis, design, and development
• Data Collection oversight, management, and analysis
• More duties that may be assigned.

What You Should Have

• Bachelor’s Degree from a reputable University
• 1 – 2 years of work experience in a similar role
• The Program Officer must be a data-driven individual and must have worked in organizations with a proven track record of operational excellence.
• They should be enthusiastic and proficient at gathering and analysing data, always willing to learn, comfortable using data to drive decisions, and comfortable working closely with different departments and teams.
• Ideal candidates should have experience in Operations: managing projects, identifying business challenges through data and observation, creating solutions for these issues.
• • A detailed doer – You have a track record of getting things done. You’re organized and responsive. You take ownership of every idea you touch and execute it to a fine level of detail, setting targets, engaging others, and doing whatever it takes to get the job done. You can multi-task dozens of such projects at once and never lose sight of the details. Likely, you have some experience in a start-up or other rapid-growth company.
  • A creative problem-solver – Growing any business from scratch comes with massive and constant challenges. On top of that, Bridge works in often fragile, sometimes volatile low-resource communities and with complex government systems. You need to be flexible and ready to get everything done effectively, quickly, and affordably with the materials at hand.
  • A relentless advocate – The children we serve and teachers we empower never leave your mind. You know them, get them, have shared a meal with them (or would be happy to in the future). You would never shrink back from shaking a parent’s hand or picking up a crying child, no matter what the person was wearing or looked like. Every decision you make considers their benefit, experience, and value.
  • A malleable learner – You believe you can always do better. You welcome constructive criticism and provide it freely to others. You know you only get better tomorrow when others point out where you’ve missed things or failed today.
  • A data-driven decision-maker – When making decisions, you don’t rely on your intuition alone. You collect data, you analyze it and make decisions with clear justifications.
  • A curious investigator – You ask why a lot. You don’t just take what you see and accept it. You wonder why it is that way, and are aware that the world we see is created by human choices and actions – and it could be different. You wonder, and see the world as wonderful even when you want to change a part of it that is unjust.

  Job Title: Associate, Resolution

  Location: Benin City, Edo
  Employment Type: Full Time

  Resolution Team

  • The Resolution team provides telephonic and online issue resolution support to parents, school staff, community members and members of the general public.
  • This department is the first-line resolution centre for any and all issues that may arise at the school or community level.
  • The team manages multiple contact channels (such as phone, email, Whatsapp, and the web) to handle inquiries, and provide resolution.
  • The team also works closely with all departments to ensure that all issues not resolved by them are escalated to the appropriate department within the organization for prompt resolution.
  • The team also plays a critical role in recording and tracking reported issues to support the identification of system-wide strategic improvements.

  About the Role

  • The role will be reporting to the Resolution Manager. The Resolution Associate will be responsible for ensuring Bridge customers/callers receive excellent customer support.
  • The Resolution Associate will also resolve recipient questions and resolve any issues within their mandate.
  • This position will reward strong service skills, attention to detail, and effective communication with staff.

  What You Will Do

  • Manage incoming calls from school sites, supervisors and Regional Managers
  • Identify and assess callers’ needs to achieve satisfaction/ Resolution
  • Provide accurate, valid feedback and complete information by using the right systems and methods.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Keep records of customer interactions through creating tickets and other tools/systems.
  • Follow communication procedures, guidelines and policies
  • Monitor internal system tools and identify issues for resolution
  • Work with School Supervisors, Principals and the school team to resolve issues arising from schools
  • Performed other duties as assigned by the Resolution Team Manager.

  What You Should Have

  • Bachelor’s Degree, Passion for Bridge’s vision of educating every child.
  • Strong phone contact handling skills and active listening
  • Excellent communication skills with a good command of English
  • Ability to multitask, manage time effectively and prioritize tasks.
  • Good typing speed. At least 25 words per minute with an accuracy of 85%
  • Ability to handle complaints in a polite; empathetic and professional manner
  • Ability to use a positive, constructive, and solution-focused approach whenever conflict arises
  • Positive attitude and enthusiasm when faced with routine work
  • Ability to multitask
  • High levels of integrity and confidentiality of recipient information.
  • Ability to work under pressure
  • Experience using Excel, Google Suite and Gmail is desirable
  • Prior experience working with a customer is a plus
  • Ability to enter information accurately in databases.

  You’re also:

  • A detailed doer – You have a track record of getting things done. You’re organized and responsive. You take ownership of every idea you touch and execute it to a fine level of detail, setting targets, engaging others, and doing whatever it takes to get the job done. You can multi-task dozens of such projects at once and never lose sight of the details. Likely, you have some experience in a start-up or other rapid-growth company.
  • A creative problem-solver – Growing any business from scratch comes with massive and constant challenges. On top of that, Bridge works in often fragile, sometimes volatile low-resource communities and with complex government systems. You need to be flexible and ready to get everything done effectively, quickly, and affordably with the materials at hand.
  • A relentless advocate – The children we serve and teachers we empower never leave your mind. You know them, get them, have shared a meal with them (or would be happy to in the future). You would never shrink back from shaking a parent’s hand or picking up a crying child, no matter what the person was wearing or looked like. Every decision you make considers their benefit, experience, and value.
  • A malleable learner – You believe you can always do better. You welcome constructive criticism and provide it freely to others. You know you only get better tomorrow when others
  • point out where you’ve missed things or failed today.
  • A data-driven decision-maker – When making decisions, you don’t rely on your intuition alone. You collect data, you analyze it and make decisions with clear justifications.
  • A curious investigator – You ask why a lot. You don’t just take what you see and accept it. You wonder why it is that way, and are aware that the world we see is created by human choices and actions – and it could be different. You wonder, and see the world as wonderful even when you want to change a part of it that is unjust.