The Company: Islamic Relief South Africa
Role Name: National Coordinator - Donor and Orphans Care
Location: Cape Town, South Africa
Reports to: Head of Fund Development
Line Management Responsibilities: Donor Care Officers, Orphans Administrator
Role summary:
To implement and champion donor care initiatives and best practice within the organisation through donor communications, donations and data management within the agreed strategic framework. Donor centricity, streamline operations and efficiency levels.
Educational Qualifications, Skills and Knowledge:
Tertiary qualification/s in relevant & related discipline
Extensive organisational and administrative experience.
Donor care or customer service experience.
Proven experience managing multiple projects, meeting deadlines, and using judgment and initiative in problem resolution
Educated to degree level or equivalent
Knowledge, understanding and experience of a relationship management database software system
Strong numeracy and analytical skills
Effective planning and organisation skills
Ability to strategise, plan, prioritise and delegate to ensure successful delivery of work and projects.
Able to take responsibility for delivering against objectives and a willingness to take accountability for own actions
Well-developed interpersonal skills, with the ability to communicate effectively both verbally and in writing as well as build relationships with people of all backgrounds, levels and settings
Ability to remain calm under pressure and work to deadlines whilst responding to changing demands
Influencing, negotiating and motivational skills
Excellent project management skills
Good understanding of international development and humanitarian work.
Good knowledge of ICT as well as understanding of communications systems and related issues.
Experience of working in a customer care environment and handling a complex range of enquiries and/or issues
Previous experience of working within humanitarian and development (third) sector is an advantage
An understanding of quality assurance systems and standards, in a context of setting, tracking, and delivering within agreed service targets
Experience of promoting best practice principles within a team
Proven ability to work to a high standard and with an eye for detail, working under own initiative and overseeing multiple projects simultaneously
Experience of leading, motivating and developing a large team, encouraging colleagues to regularly meet or exceed deadlines and standards set for their work
Experience of working effectively without close supervision dealing with problems as they arise.
Ability to engage with people within a multicultural environment
Highly organised and excellent time management.
Flexible and energetic approach to achieve the goals and targets that are set in a dynamic organisation.
Strong team player
Willingness to work evenings and weekends, particularly during emergency campaigns.
Able to exercise judgment and make decisions on unexpected problems.
Has a positive demeanor and disposition, and able to overcome setbacks by motivating self and others
Has a learning attitude and a continuous improvement philosophy.
Key Accountabilities
1. Co-ordinate donation processes for fundraising activities
Develop and maintain processes for high-quality data processing and management
Oversee the integrity of donation processing to ensure high-quality data is available across the organisation at all times.
Act as the central point of contact for any issues or problems that may arise with processes and systems. Work closely with other departments to deliver systems improvements.
Co-ordinate income-processing operations, ensuring agreed financial processes and policies are followed, data captured, and funds safely and accurately claimed.
Effectively manage risk.
Lead the organization in Section 18A processes and be the key point of contact for SARS and tax auditors.
Develop and review processes and database functionality relating to Section 18A.
Provide support and guidance on donation processing to the Fundraising and Accounts teams
2. Lead on Donor/Supporter Relations
Lead on the development of the Donor Care strategy.
Oversee communications with donors and co-ordinate the handling of all donor related complaints, investigating any issues and ensuring that enquiries are dealt with promptly.
Monitor and review all communications with donors and provide feedback to marketing where necessary to improve the delivery of the donor’s experience.
Work collaboratively with teams across the organisation to ensure consistency.
Work proactively with key individuals across the organisation to identify opportunities that will increase donor value through excellent donor care.
Ensure donors receive timely reports and updates of a high standard.
Ensure the team has a broad understanding and knowledge of all donor-facing activity to enable them to provide excellent customer care to all donors and supporters at all times.
3. Managing Donor data
Ensure the database is maintained in line with best practice, including data cleaning, deduplication and data enrichment as appropriate.
Develop data cleaning guidelines, ensuring relevant staff adhere to these when amending data on the database
Develop and implement effective processes to ensure all relevant donor information is recorded accurately.
Work closely with the Donor Care to ensure the effective use of the database.
Ensure that data is kept clean and work with external agencies to clean the data regularly when required.
4. Data Analysis
Analyse the collected data to identify trends and patterns.
Look for deviations from targets and potential areas for improvement.
Engage HOD Fund Development with strategic interventions/initiatives on weaknesses identified
5. Monitor Quality Assurance
Set, monitor and improve standards of data-capturing across the organisation
Co-ordinate the development and documentation of procedures which ensure accurate data capture, fulfilment and customer service delivery maintaining a constant awareness of business requirements
Review processes and procedures regularly, making improvements where necessary
Responsible for ensuring best practice amongst data handlers.
Develop awareness of current legislation relating to SARS and POPI Act and implement as appropriate.
Bi-annual audits
General Duties of Islamic Relief Staff Member
Contribute to the effective and efficient running of Islamic Relief as appropriate
Participate, as appropriate, in Staff forums and Meetings
Adhere to Islamic Relief’s Policies and Procedures
Represent Islamic Relief to the wider community as appropriate
Treat all colleagues, volunteers and members of the public with dignity and work within and adhere to Islamic Relief’s equal opportunities statement and policies
Ensure professionalism and credibility at all times
Any other tasks deemed appropriate by manager within the scope of the role
