VisionFund International


VisionFund is the microfinance network of World Vision, working in over thirty countries and impacting nearly four million each year as parents receive small loans and other financial services. Thank you for your interest in VisionFund, please review the following open positions listed below:

 

Client Focus Specialist (VFI)

*Preferred location: Manila, Philippines. Other locations to be determined by home country of successful candidate in a jurisdiction (US state or country) where VF/WVI is registered to operate.

PURPOSE OF POSITION:

The purpose of this position is to set and monitor the standards of service quality related to the VisionFund client promise, and to produce reports that assist VisionFund senior leaders to evaluate trends in service standards for all our Microfinance Institutions (MFIs).

This position will use knowledge of research quality and of the development and microfinance sectors to select for VF senior leaders relevant published research related to impact. In addition, this position will co-ordinate the activities of the Women’s Empowerment Fund.

KEY RESPONSIBILITIES:

  • Develop principles, policies, and best practices related to standards of service provided to clients, linked to VF’s client promise. Develop and maintain a system to measure the quality of service delivered to clients in line with the VF client promise.

  • Maintain understanding of current developments and trends in economic development, with particular focus on impact evaluations linked to positive transformation vulnerable families, and especially children.

  • Coordinate all VF activities related to the Women’s Empowerment Fund.

  • Develop and maintain a recognition programme for client service achievements, aligned with client promise and client service polices.

KNOWLEDGE, SKILLS & ABILITIES:

  • Master’s degree with research component, in international development, microfinance or other relevant subject.

  • Demonstrable experience of formal research and data analysis, ideally related to economic development.

  • Must be able to interact with external and WV researchers and represent VF in a professional manner, demonstrating VF’s leading role in the economic development sector.

  • Demonstrable experience and skill at writing for publication, in English.

  • Experience of writing policies or operating procedure documents.

  • Experience of measuring the quality of client or beneficiary interactions with a service provider (in a commercial or development environment). Understanding of how to interact with beneficiaries or commercial clients is required.

  • Demonstrable skill at producing PPT and other presentations that succinctly convey complex research conclusions.

  • Good understanding of the daily challenges faced by very low-income, rural families. This understanding may come through professional experience or academic research.

  • Good understanding of the role of microfinance in economic development.

  • Ability to work with minimal supervision, in a globally dispersed team.

  • Proven ability to manage projects and achieve through others.

  • Experience of working with clients or beneficiaries and adhering to high standards of service quality.

  • Experience of gathering and collating data from multiple sources around the globe, relying on influence to ensure stakeholders meet quality standards and deadlines.

  • Minimum 5 years’ experience in project management, within either academic research or professional capacity.

  • Effective in written and verbal communication in English, and in addition ideally Spanish or French.

Preferred Skills, Knowledge and Experience:

  • Master’s degree that includes significant research and data analysis (qualitative and quantitative).

  • Experience of creating monitoring reports that reflect operational trends and identify point-in-time performance against pre-set goals.

  • Experience of delivering training to groups and/or one-on-one coaching.

  • Experience working in a multi-cultural and multi-lingual environment, across many time zones.

  • Experience working in a virtual team.

  • Experience of creating a library of source material that can be readily navigated by users unfamiliar with the site.

  • Experience of working in a client service role in a commercial organisation.

Work Environment/Travel:

  • The position requires ability and willingness to travel domestically and internationally up to 10% of the time.

  • It is possible this position will be home-based, which means that the candidate must be willing and able to work alone with little day-to-day supervision.