Rwanda Claims Analysis and Platform Manager

Average: 3.4 (445 votes)

One Acre Fund is an agricultural NGO that is innovating a new way of helping farm families to achieve their full potential. In more than five years in Rwanda, We have grown to serve more than  180,000 farm families with 1,500 full-time staff in Rwanda. In Burundi, We have grown to serve 40,000 farm families with over 400 full-time staff. Organization wide, we are on track to serve one million farmers across 10 countries by 2020. We only serve farmers, and we always put Farmers First.

About One Acre Fund

Founded in 2006, One Acre Fund supplies smallholder farmers with the agricultural services they need to make their farms vastly more productive. We provide quality farm supplies on credit, delivered within walking distance of farmers’ homes, and agricultural training to improve harvests. We measure our success by our ability to make farmers more prosperous: On average, farmers harvest 50 percent more food after working with One Acre Fund.

We are growing quickly. We currently serve more than 800,000 farm families in Eastern and Southern Africa, with more than 7,500 full-time staff, and we aim to serve 1 million farm families by 2020.

Job Description

Specific responsibilities include, but are not limited to:

Management responsibilities

  • Responsible for the management of a team composed of 3 – 5 Distribution Claims Operators
  • Provide mentorship and coaching to the DC Operators
  • Evaluate their performance formally during the pickup period

SHS-related issues

  • Responsible for handling all SHS claims from the hotline and ensure that they meet SLA timeline
  • Responsible for registering all SHS distributed
  • Responsible for the manipulation and the management of all SHS databases
  • Responsible for the creation of SHS activation codes according to the repayment goals, update codes for Marketing SHS and SHS for cooperatives
  • Responsible for reporting to all stakeholders whenever a report is needed
  •  Propose any SHS process change and ensure communication of these changes as well as compliance of these procedures

SMS handling

  • Responsible for sending all SMS requests and SMS reporting to requesters
  • Managing all SMS platforms and databases
  •  Propose any SMS process change and ensure the compliance of all the procedures

Distribution Claims Investigations

  • Creating all the processes and procedures on how distribution claims should be tracked, analyzed and investigated
  • Responsible for distribution claims data analysis and quality control
  • Reporting the well-analyzed data to the involved stakeholders
  • (Optional) Permanent management of DC Deputy, as needed

Interdepartmental collaboration

  • Ensuring that a good relationship with other departments is well maintained
  • Engage in ensuring that the MNOs relationship is stable and well maintained
  •  Innovate new ideas to improve SHS systems 
  • Responsible for tracking the stakeholders’ alignment with the set SLAs and its reporting

Small projects

  • PBX data management and troubleshooting
  • Responsible for the management of all the platforms used (Infobip, Telerivet, ZenDesk, …)
  • Engage in actively learning about the program through meetings and field visits in order to be able to resolve most clients’ concerns
  • Engage in increasing your program knowledge and developing your skills as these will be major considerations as promotion criteria
  •  Providing assistance to the Call Center team whenever the call flow is exceeding their resources

Working time

  • Engage in a 45 hours per week office work
  • Required to be flexible to work during the weekends to better serve our clients

Independence level

  • Effectively manage your time between all your projects/ learning and your primary responsibilities
  • Expected to show more independence level over some non-manager controlled activities

Career Growth and Development

We have a strong culture of constant learning and we invest in developing our people. You’ll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance. We hold career reviews every six months, and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and build a rewarding long-term career.


Specific qualifications include, but are not limited to:

  • Education: Bachelor Degree/ BA in IT or Data Science is strongly preferred
  • Demonstrated computer skills in email, internet usage, and Microsoft Office
  • Clear customer service attitude
  • Excellent communication and time management skills
  • Good collaboration skills
  • Proactive problem solver
  • Integrity and a positive attitude
  • Demonstrated high quality of  work with strong attention to details, highly organized and methodical
  • Passionate about serving smallholder farmers
  • Commitment to client protection and confidentiality
  • Commitment to personal growth within TUBURA
  • Ability to seek and give constructive feedback
  • Creativity and innovation
  • Experience with Data management software is a plus
  • Languages: Fluent in spoken and written English

Preferred Start Date

As soon as possible

Job Location

Rubengera, Rwanda


Commensurate with experience


Full-time job


Health insurance, paid time off

Sponsor International Candidates

NoMust have existing rights to work in Rwanda. 

Application Deadline:19th APRIL, 2020

One Acre Fund never asks candidates to pay any money or pay for tests at any stage of the interview process. Official One Acre Fund emails will always arrive from an address. Please report any suspicious communication here (, but do not send applications or application materials to this email address.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity or expression. We are proud to be an equal opportunity workplace.