Current Vacancies at Bridge International Academies

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Bridge International Academies is the world’s largest and fastest-growing chain of primary and pre-primary schools with more than 400 academies and 120,000 pupils in Kenya and Uganda. We democratize the right to succeed by giving families living in poverty access to the high-quality education that will allow their children to live a very different life. We are recruiting to fill the position below:     Job Title: Customer Care Deputy Manager Location: Lagos Job Description

• The Customer Care Deputy Manager is the key to the customer care team, and should have a deep understanding of the structure and operations of the business and willingness to learn as the company is continuously growing and evolving.
• The Customer Care Deputy Manager is responsible for managing a team of more than 30 Customer Care associates to ensure operational efficiency.

What You Will Do

• Performance Management: Setting and evaluating team members’ performance against specific targets for speed, accuracy, efficiency, sales and quality; and improving performance by increasing efficiency and maximizing productivity.
• Team Management: Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes; identifying training needs and planning training sessions; organising staffing, including shift patterns and the number of staff required to meet demand.
• Managing the daily running of the Customer Care Department: Monitoring inbound and outbound calls to improve quality, minimise errors, and track operative performance; recording statistics, user rates and the performance levels of the centre and preparing reports.
• Client Management: Liaising with supervisors, team leaders, academy staff, operatives and third parties to gather information and resolve issues; handling the most complex customer complaints or enquiries.

What You Should Have

• BA/B.Sc in Marketing, Project Management, Business Management or any related field.
• At least 3-4 years Customer Care experience, Customer Service or help desk support.
• 5+ years of management experience preferably in a call centre managing both inbound and outbound calls.
• Understanding of both English, Pidgin and local languages in order to respond to issues effectively while assuring quality to Bridge's target customer.
• Experience managing people and their performance
• Experience and/or appreciation of social impact business.
• Work experience in a highly operational role in a data-driven, customer-focused environment.
• Knowledge in data analytics and research and a track record in building and implementing data-driven operational systems.
• Proven resilience to handle the realities of on-the-ground operational challenges.
• Expertise in using Customer Relationship Management and Enterprise Resource Planning systems.
• We particularly value experience in extreme growth situations.
• Passionate about Bridge’s vision of democratizing the right for all children to succeed

You Are Also:

• Proactive - You don’t always need supervision and you are a self-starter. Your personal drive to succeed and deliver keeps you working when you may not have a supervisor with you.
• 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 networking mastermind- You excel at meeting new people and turning them into advocates. You communicate in a clear, conscientious, and effective way in both written and oral speech. You can influence strangers in the course of a single conversation. Allies and colleagues will go to bat for your ideas.
• A creative problem-solver- Growing any business from scratch comes with massive and constant challenges. On top of that, Bridge works in volatile, low-resource communities and runs on fees averaging around $7 a month per pupil. You need to be flexible and ready to get everything done effectively, quickly, and affordably with the materials at hand.
• A customer advocate- Our customers - these families living on less than $2 a day per person - 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 customer 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.

Interested and qualified candidates should:Click here to apply   Application Deadline 17th May, 2018     Job Title: Program Officer, People Operations Location: Any City, Nigeria Job Summary People are at the core of what we do, from the teachers in our academies to software developers building our tech platform – and we do it at massive scale with rapid growth. The People Operations team is the key in unlocking “people potential” towards achieving our company’s goals. We believe in:

• Focusing on operational excellence and execution - we want to make our employees' and their managers' lives simpler, and give them the tools and support to be successful. We must excel first and foremost on service delivery.
• Using analytics/data to drive key decisions and continuous improvement - across core HR competencies like compensation, performance, talent, we believe that an analytical approach will enable us to attract, reward, and retain top performers.
• Aligning with the company's strategic objectives - we are all playing for the same team.
• The human resources function, along with finance, operations, legal, and other functional areas, should be fully in sync.

About the Role

• The Officer, People Operations role is a generalist position that operates at the front lines of Human Resources at Bridge.
• The ideal candidate should exceptionally possess high attention to detail, a strong work ethic, and ability to manage multiple workflows and projects simultaneously. You are level-headed, disciplined, and thoroughly understand that HR must protect the Company’s interests and policies and guide employees through their career life-cycles at Bridge at the same time.
• You have a very good understanding of HR best practices and employment/labour law frameworks in Nigeria and are certified by the CIPM or its equivalent. Last but not least – you are a gritty, never-say-die doer who relishes challenges.

What You Will Do

• Separations Process: lead separations processes, including department, asset, and financial handovers - involves IT, Admin, and Payroll Accountant
• Onboarding Process: lead teams from IT, Admin, etc. in ensuring that staff are successfully on boarded
• Payroll Verification: work with Payroll Accountant to ensure that all contractors and employees are properly represented with the right deductions/additions, if any. Generate monthly report for managers on headcount
• Staff Benefits: supporting staff with questions about health coverage, managing additions to coverage, dealing with other health coverage issues
• Immigration/Work Permits/Expat Services: dealing with immigration issues/working with immigration consultants
• Asset Management: ensure that all staff have the assets they need; deal with asset recovery processes and exchanges/one-off needs. Heavy interfacing with IT and Admin
• Leave Management: assist employees with leave, generate monthly report for managers on leave balances
• Disciplinary Procedures: work with the People Ops. Director on managing these procedures
• Appeals, Grievances, Investigations: lead these processes with some direction from the People Ops. Director
• Staff Documentation: ensuring that offer letters, contracts, probation confirmations, and change of status documents are appropriately handled.

What You Should Have

• Strong adherence to systems and process
• Experience working with a culturally and socioeconomically diverse workforce
• Minimum of four years of full-time work experience in Human Resources
• Good working knowledge of Microsoft Office; technologically competent/quick learner
• Work experience in fast-growth, rapid-scale contexts, particularly with large numbers of field staff
• Outstanding written and verbal communication skills
• High energy and enthusiasm level; willingness to do whatever necessary to get the job done
• Microsoft Dynamics NAV experience preferred
• Bachelor's Degree, preferably with Business Administration and/or Human Resources course specialization, with exemplary academic performance
• CIPM certified (or it's recognized equivalent).

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 startup or social enterprise.
• A creative problem-solver – Growing any enterprise from scratch comes with massive and constant challenges. On top of that, Bridge works in often challenging, low-resource communities and runs on fees averaging just $6 a month per pupil. You need to be flexible and ready to get everything done effectively, quickly, and affordably with the materials at hand. Every dollar you spend is a dollar our customers, who live on less than $2 a day, will have to pay for.
• A customer advocate – Our customers – these families living on less than $2 a day per person – never leave your mind. You know them, get them, have shared a meal with them (or would be happy to in the future). Every decision you make considers their customer benefit, experience, and value.
• A life-long 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.

Interested and qualified candidates should:Click here to apply   Application Deadline 17th May, 2018     Job Title: Revenue Assurance Program Associate Location: Lagos About the Role

• With over 60 academies spread across Nigeria, Bridge must ensure revenue from all sources - monthly or termly fees, uniforms, etc. - is accounted for in a transparent, efficient, and fraud-proof manner.
• Moreover, we must excel in clearly communicating fees to our parents and in making sure all of our customers are fully aware of how, where, and when to pay.

Description

• As an Associate for Bridge, you join a fast-scaling global start up and will shape the organization by working closely with other departments such as People, Finance, Schools, and Technology to operationalize initiatives aimed at strengthening our Academy Operations.
• The challenge is not only to operate at scale, but to ensure effective delivery of a complex education service in some of the world’s most difficult operating environments.

What You Will Do

• Data analysis to detect and prevent fraud from happening.
• Investigations whenever cases of fraud are suspected or detected.
• Fieldwork to verify the existence, extent and severity of fraud cases.
• Assist with establishing policies, guidelines, processes and controls to help detect and prevent fraud in relation to uniforms and bills;
• Support and troubleshooting with Academy Managers in day to day billing related activities.
• Performing surveys, analysing data and compiling reports to assess effectiveness of our services
• Traveling to academies across Nigeria to meet with staff, parents and community members with the goal of increasing support for Bridge.
• Assist with implementing product changes/ programme improvements from the office and in the field.
• Problem solving with Technology team members when technology interruptions occur and with Academy Management team members when policies are not adhered to at the academy level.
• Active involvement in policy noncompliance and fraud-related investigations.
• Creating and maintaining organized databases of programs in relation to revenue collection.
• Other duties as assigned for the overall functioning of academy operations in Nigeria.

What You Should Have

• Bachelor's degree from a top academic institution with top marks
• Superb Microsoft Office skills (Excel, Word, PowerPoint)
• At least two years’ experience working in audit/fraud detection or control related roles

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 startup or social enterprise.
• A creative problem-solver - Growing any enterprise from scratch comes with massive and constant challenges. On top of that, Bridge works in often challenging, low-resource communities and runs on fees averaging just $6 a month per pupil. You need to be flexible and ready to get everything done effectively, quickly, and affordably with the materials at hand. Every dollar you spend is a dollar our customers, who live on less than $2 a day, will have to pay for.
• A customer advocate - Our customers - these families living on less than $2 a day per person - never leave your mind. You know them, get them, have shared a meal with them (or would be happy to in the future). Every decision you make considers their customer benefit, experience, and value.
• A life-long 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.

Interested and qualified candidates should:Click here to apply   Application Deadline 22nd May, 2018.

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