PURPOSE OF POSITION:
The Product Operations Coordinator support WVA’s sponsorship funded programs and related supporter experience operations. Working closely with internal stakeholders and the WVI Partners, the Product Operations Coordinator is the conduit, escalation point and gatekeeper between information from the field to sponsors. A Child Protection focus and Supporter Experience underpins all aspects of this work.
The Product Operations Coordinator monitors and manages risk around sponsorship operations compliance and quality assurance of sponsorship operations/programs through the provision of accurate and timely communication to supporters.
Risk and Compliance Management:
Review draft Annual Progress Reports and other field communications to ensure their alignment with standards, messaging guidelines and donor promise.
WVA sponsorship administration processes are compliant with Partnership Sponsorship Standards.
Manage Memorandums of Understanding with National Offices regarding display of child images on the internet.
E-letter management and compliance.
Identify compliance issues risk and provide feedback to improve NO performance and accountability where applicable.
Provide advice on WVI Partnership Sponsorship Standards and Child Protection guidelines.
Support National Office relationship management at the program level including sponsorship operations compliance.
Sponsorship Information Management:
First point of contact for sponsorship related queries from internal stakeholders as well as escalation of queries.
Targeted follow up and provision of timely and accurate responses to sponsor and sponsorship related queries.
Gather and communicate sponsorship information effectively and concisely to internal and external stakeholders.
Manage queries regarding child protection and sensitive privacy issues of Registered Children.
Manage and oversee E-letter database and Rich Media Transfer Community Content.
Act as the primary point of contact with the field for all sponsorship operations within WVA.
Communicate field sponsorship and country information to internal stakeholders including success and areas of risk.
Together with Program Managers ensure NOs understand their performance relating to the Sponsorship Standards and sponsorship operations, and are supported to take ownership of processes and outcomes.
Ensure NOs understand the requirements of quality communications for supporter retention.
Together with Product Managers and Solution Designers identify opportunities and suggestions for improvement with sponsorship operations processes and escalation of issues where appropriate.
Provide proactive advice, input and management with respect to sponsorship operations when emergencies occur including information regarding the scope and impact of emergencies on sponsorship programs/projects.
Attend emergency secondary stakeholder meetings as required.
Manage sponsorship project suspensions or other actions as per sponsorship standards.
Managing and reporting of medical assistance funding requests.
Other duties as required
KNOWLEDGE, SKILLS AND ABILITIES:
Strong computer literacy skills; e.g. Word, Excel, Internet, Email, SharePoint
Ability to rapidly learn customised WVA systems
Ability to effectively communicate to build productive working relationships, including across cultures
Understanding of customer service imperatives
Creative problem-solving ability
Attention to detail
Strong written and verbal communication skills
Excellent spelling and grammar skills
Year 12 and/or vocational training relevant to a professional administrative role.
Adaptability & Flexibility.
2+ year’s experience in a customer service and administrative role, or equivalent.
To apply for this position, please go to: http://careers.worldvision.com.au/caw/en/job/497254/product-operations-coordinator