Service Matching Associate At Youth Empowerment Synergy

Job Title: Service Matching Associate

No. of Positions: One

Sector: Programme Administration

Employment Category: Fixed term

Employment Type: Full time

Contract Duration: One year, renewable

Open to Expatriates: No

Reports to: Skills & Innovation Lead

Direct Reports: Two

Start Date: 4th January 2022

Location: Accra, Ghana

About us:

Youth Opportunity & Transformation in Africa (YOTA) is an ECOSOC-accredited NGO at the forefront of youth development policy, practice and research in Ghana. For more than 15 years, we have delivered tailored skills to young people, leading to improvements in their leadership, financial literacy, entrepreneurship and life planning skills. Through our service delivery, we have provided education, skills training, and technical support to thousands of youth and helped them transition to self and wage employment. Our research has contributed to filling the gap in youth data and the evidence base for public policy. And, we continue to use our national appeal and grassroots constituency, through our Voices of Youth Coalition, to advocate and campaign for youth-inclusive policies at all levels.

Purpose of the role:

The Service Matching Associate will take lead in the management of a new app-based service-matching platform that will connect artisans and customers. Through this system, users will be able to request the services of vetted artisans via a mobile application. The Service Matching Associate will lead marketing, artisan onboarding, user accounts, customer support, and performance monitoring efforts, as well as troubleshoot technical issues that may arise with the platform.

Responsibilities:

· Manage overall deployment of the application-based platform for artisans and customers, including coordinating the overall user experience across all platforms – artisan, customer and web-based apps

· Create a resilient business strategy and operational plan, and spearhead the operation of the service matching system as a sustainable business

· Support the creation and operationalisation of the appropriate policies, terms and conditions of the service matching app

· Spearhead marketing and communications activities of the service matching system with the aim of attracting users

· Liaise with respective statutory institutions, private sector bodies, and professional associations in vetting artisan qualifications and experience

· Perform background checks on all artisans and prepare security reports

· Organise onboarding sessions for all artisans, including in areas of managing requests, pricing, payment systems, documentation, communications, time management, security, health and safety, among others

· Troubleshoot artisan and user problems

· Monitor performance of the service matching system, prepare routine reports and offer recommendations for performance improvement

· Lead the service matching team, including setting individual and team performance targets, regularly assessing performance, and supporting team development

· Spearhead relationship building and representation for the service matching system, including participation in external workshops, working groups, trainings and other meetings relevant to improving the system and leveraging partnerships

· Perform other duties that may be required from time to time, including responsibilities which require work on weekends and holidays for which time off in lieu (TOIL) may be taken

Person specification:

· Relevant degree or professional qualification

· Tech savvy, including in the use of mobile applications and troubleshooting basic interface and user experience issues

· Familiarity with mobile service matching applications and handyman services

· Demonstrated business development experience, especially in early-state start-up ventures

· Familiarity with the legal and policy framework for app-based service matching systems in Ghana

· Understanding of the TVET sector in Ghana, especially the demand for and supply of artisanal services

· Effective communications and interpersonal skills

· Proven ability to be well-organised, systematic, careful, accountable, responsible and punctual

· Ability to work long and irregular hours, shift duty and on public holidays as may be required

· Proficiency in written and spoken English required; working knowledge of Ga, Twi and/or Ewe would be an advantage

Salary & benefits:

· Competitive salary structure

· Accra Cost of Living allowance

· 13th month salary

· SSNIT contributions

· Medical and dental cover

· Group Personal Accident cover

· Time off in lieu (TOIL)

· Annual leave

· Sick leave

· Parental leave (maternal and paternal)

· 2 weeks Christmas and New Year break

· Professional development initiatives