World Vision International

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Sponsorship Mail Processing Officer

Job Description

Purpose of the position:

To support maximum transformational impact to children, families and communities in World Vision covered areas and their sponsors by managing sponsorship communications/ correspondence through contextual child sponsorship business and systems processes in accordance with child sponsorship partnership standards.

Major Responsibilities: (please define in output format things of what you expect to see as a result of this position)

Key Roles

Expected outcome/result

1

MAIL COLLECTION AND DELIVERY

  • Manage processing and quality/ timely delivery of sponsorship incoming/ outgoing correspondence/ packages/ greeting cards and all sponsorship related communications from Support Office to NO; from NO to APs then from ADP-NO-SO if necessary.

  • Ensure that mail is collected twice a week from Post Office.

  • Collaborate with Zonal Sponsorship Coordinators and SingleSTEP Discrepancy Coordinator on relevant issues that arise from Sponsors/ Children’s correspondence.

  • Mail and parcels are collected from post office twice

  • 100% of mails and parcels are sent to programmes within 3 days after collection from Post Office

  • Programmes informed of mails sent to their programmes once a week

20

2

QUALITY ASSURANCE

  • Design improvement initiatives on sponsorship communications/ correspondence for quality of delivery from the ADPs

  • Research on the Sponsorship Database all mails with inadequate Sponsor information.

  • Handle appropriately sponsors’ letters/ gifts with issues in coordination with the couriers, post office and others that might affect the child and sponsor relationship eventually affecting the credibility of World Vision.

  • Mail processing improvement plan developed once every year

  • 100% of mails are checked for discrepancies and corrected from the system or from SOs

  • Sponsorship correspondence reconciliations done with SO once every quarter

20

3

MANAGEMENT OF E-LETTERS

  • Provide input to the development and application of guidance for sponsorship communication

  • Read e-letters from Support Offices on day basis and ensure they are sent to Programmes every day

  • Conduct a follow up phone call with programmes on e-letters that have been sent to them.

  • 100% Sponsor visit reports filed

  • 100% of Queries are followed timely

  • Quarterly death reconciliation with GC is done

10

4

MANAGEMENT OF QUERIES

  • Ensure that Queries sent from sponsors directly to RC are processed according to sponsorship policies and standards

  • Acknowledge receipt Queries from Support offices and forward to Projects for Processing

  • Make follow-up with the projects on the Queries received and escalates in conjunction with the Sponsorship Support Officer, in order to meet Sponsorship Standards

  • Support Sponsorship Support Officer to ensure that all Queries are filled up at the NO for future reference

  • Queries feedback are sent to SO within 2 days of receipt

  • Queries notification are sent to programmes

  • 100% of Soft copies for Queries are kept for reference

  • Queries update is produced once very month

20

5

GN MANAGEMENT

  • Ensure that funds sent from sponsors directly to RC are processed according to sponsorship policies and standards

  • Acknowledge receipt of GNs from Support offices and forward to Projects for Processing

  • Make follow-up with the projects on the GN received and escalates in conjunction with the Sponsorship Support Officer, in order to meet Sponsorship Standards

  • Support Sponsorship Support Officer to ensure that all GAL are filled up at the NO for future reference

  • GNs notification are sent to SO with 2 days of receipt

  • GN notification are sent to programmes

  • 100% of Soft copies for GAL are kept for reference

  • GN update is produced once very month

20

6

MAIL TRACKING AND MONITORING

  • Ensure that there is a sound mail tracking system in place.

  • Make follow-ups with programmes to ensure mail sent from NO has reached programmes.

  • Take appropriate action with courier service providers for any mail that has not reached programmes within 3 days

  • Make follow-ups with ADPs to ensure that no mail is overdue according to Local and Partnership Standards.

  • 100% of mail is recorded in hard copy and soft copy

  • Programmes are updated on mails every 14 days

  • Challenges with mail delivery is reported to service provider a day after incident

5

7

MAIL STORAGE AND SAFETY

  • Ensure that mail batch sheet are filled and attached to mail sent to Projects.

  • Ensures mails are kept securely at NO and only authorised staff access the store room

  • Ensure mail sent to programmes are sealed and confidentiality on sponsor addresses assured

Minimum Qualifications, experience and Competencies

  • Minimum of a Diploma in Administration, Business Management studies of relevant equivalent from recognized institution.

  • At least 1 year experience in mail process administration, specific sponsorship management experience will be an added advantage.

  • Ability to work independently with discretion, tact, patience and diplomacy.

  • 100% of mails are kept in store room before dispatching

  • 100% of mails are checked for breakages upon receipt from service provider

  • 100% of mails and parcels are sealed for dispatching to Programmes

5