Jobs at Smart Partners

Job Summary

• We are seeking a People Operations Manager to be directly involved in recruiting and staffing, training and development, and workplace culture and employee engagement. The ideal candidate will be an HR professional with prior experience in working with large-scale operations and a passion for creating a positive and engaging workplace culture.

Responsibilities 

• Improve field agent hiring: While ensuring timely hiring of great field agents, work with the people operations department to improve the efficiency of the process for hiring field agents. Continuously work to advance the quality of our new recruits.
• Manage the People Operations Associate: Ensure that they are effective and meet their targets of recruiting, interviewing and onboarding new field agents.
• Implement HR strategies: Support the company's growth and success at our Nigerian office by carrying out our HR strategies.
• Acquire new talent: Implement effective recruitment strategies, source potential candidates and advise on the selection of potential new hires.
• Develop HR Policies: Collaborate to develop, improve, and implement our HR policies.
• Ensure compliance: Research and advice on local labor laws and regulations in Nigeria.
• Standardize HR: Coordinate with the Global People Operations Team to ensure standardized implementation of HR services and support.
• Improve employee onboarding: Co-manage and build the employee onboarding and orientation program with the Global Director of People Operations, to ensure new hires have a positive and engaging experience.
• Build current employee skills: Advise on the development and implementation of employee training programs.

Career Growth and Development:

• We have a strong culture of constant learning and we support your professional development. You will also have weekly check-ins with the Global People Operations Director, who will provide regular feedback on your performance. You will have the opportunity to make rewarding contributions to the development of this growing social enterprise.

Reporting and Relationships:

• This role will report directly to the Country Director, maintain a strong collaborative connection with the Global People Operations Director, and engage extensively with the Nigerian leadership team. The ability to effectively communicate and coordinate with multiple staff at a variety of levels will be important to the success of this role.

Location and Travel Requirements:

• This position will be based in Lagos, Nigeria. Domestic travel will be expected, up to 8 weeks per year.

Experience and Skills Required

• Bachelor's Degree and certification in Human Resources, Business Administration, or a related field
• 5-8 years of experience in HR management
• Proven experience in designing and implementing HR strategies that support the growth and success of a business
• Strong knowledge of Nigerian HR laws, regulations, and best practices
• Excellent leadership, interpersonal, and communication skills
• Ability to work effectively with people at all levels of the organization
• Strong project management and problem-solving skills
• Ability to work in a fast-paced and dynamic environment
• Ability to work independently and as part of a team
• High level of integrity
• Experience living and working in northern Nigeria is strongly preferred
• English proficiency with 100% fluency; ability to speak Hausa and/or other northern languages, strongly preferred; additional language skills are welcomed
• Experience with HRIS systems and HR metrics and reporting preferred
• Experience in the social enterprise sector in Sub-Saharan Africa is welcomed
• Experience with international HR compliance is welcomed.

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Job Summary

• We are looking for a Call Center Associate who will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Responsibilities 

• Manage large amounts of inbound and outbound calls on time
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by going the extra mile.
• Keep records of all conversations in our call center database in a comprehensible way.
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets.

Qualifications / Skills and Requirements

• Previous experience in a customer support role and call center.
• Track record of over-achieving quota.
• Strong phone and verbal communication skills along with active listening
• Familiarity with CRM systems and practices.
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities, and manage time effectively
• Strong communication, both written and verbal
• Great active listening skills
• Exceptional interpersonal and rapport-building skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Troubleshooting skills, either basic or advanced, depending on the role and industry
• Computer literacy
• Phone skills, including familiarity with complex or multi-line phone systems
• In-depth knowledge of a company’s products and/or services
• Expertise in the customer service area they focus in, such as accounts, sales, technical support, or another area
• Ability to speak multiple languages, especially those common among callers.

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Job Summary

• We are seeking a dedicated and experienced Training Lead with expertise in Water, Sanitation, and Hygiene (WASH) Social and Behavior Change Communication (SBCC).
• As a Training Lead, you will play a crucial role in designing, implementing, and evaluating training programs focused on promoting behavior change related to WASH practices. Your expertise in SBCC will contribute to the success of our Safe Water initiatives and help improve public health outcomes.

Responsibilities

• Develop Training Programs: Design and develop comprehensive training programs on Safe Water SBCC, considering the target audience, behavior change theories, and communication strategies. Develop training curriculum, materials, and resources aligned with best practices in SBCC.
• Conduct Training Sessions: Deliver engaging and interactive training sessions to diverse audiences, including field staff, school administrations, government officials, and other stakeholders. Utilize adult learning principles and participatory methodologies to maximize engagement and knowledge retention.
• Assess Training Needs: Conduct needs assessments to identify knowledge gaps and training requirements related to Safe Water SBCC. Collaborate with stakeholders to define clear learning objectives and outcomes for each training program.
• Evaluate Training Effectiveness: Develop evaluation frameworks and tools to assess the impact and effectiveness of training programs. Collect feedback from participants and stakeholders to measure behavior change and identify areas for improvement.
• Capacity Building: Work closely with individuals, organizations, and communities to enhance their understanding and skills in Safe Water SBCC. Provide technical assistance, mentorship, and ongoing support to ensure the adoption and sustainability of behavior change interventions.
• Stay Updated on SBCC Best Practices: Stay abreast of the latest research, trends, and innovations in SBCC for WASH. Apply this knowledge to continuously improve training materials and incorporate evidence-based approaches into training programs.
• Collaborate with Stakeholders: Collaborate and build strong relationships with relevant stakeholders, including government agencies, NGOs, and community-based organizations. Coordinate training activities with other departments to ensure alignment with organizational goals and objectives.
• Documentation and Reporting: Maintain accurate records of training activities, budgets, participant data, and evaluation results. Prepare regular reports summarizing training outcomes, challenges, and recommendations for program enhancement.

Qualification / Skill and Requirement

• Bachelor's or Master's Degree in Public Health, Communication, Social Sciences, or a related field.
• 4 - 6 experiences as a training specialist.
• Proven experience as a Training Lead or in a similar role, focusing on WASH SBCC.
• In-depth knowledge of behavior changes theories, SBCC strategies, and their application to WASH interventions.
• Strong facilitation and presentation skills, with the ability to engage and motivate diverse audiences.
• Experience in curriculum development, instructional design, and training materials creation, specifically for SBCC.
• Proficiency in monitoring and evaluating training programs to measure behavior change impact.
• Familiarity with participatory training methodologies and adult learning principles.
• Excellent interpersonal and communication skills, with the ability to work collaboratively with stakeholders at various levels.
• Willingness to travel to project sites and work in challenging field conditions as required.
• English proficiency with 100% fluency; ability to speak Hausa and/or other northern languages, strongly preferred; additional language skills are welcomed
• Experience living and working in northern Nigeria is strongly preferred
• Familiarity with relevant software applications and multimedia tools for training and SBCC purposes.
• Experience working with schools is a plus