Senior Officer, PMO & Membership Engagement

JOB PURPOSE

The Senior Officer is responsible for managing AFI’s member engagement and member intelligence function, independently managing member correspondence, and supporting the project management office. The Senior Officer will also be responsible for management of the Customer Relationship Management (CRM) system and acting as the Administrator for the AFI Global Financial Inclusion program. Other responsibilities may be assigned as needed related to PMO and Member Engagement business unit (BU) scope of work.

ACCOUNTABILITIES / KEY RESPONSIBILITIES

Member Engagement

1. Receive and process membership applications.
2. Track membership fees and invoicing in liaison with the Finance department.
3. Prepare membership fee payment analysis for Executive Team (ET)/Senior Management Team (SMT) on a periodic basis.
4. Update economic data related to membership fees and provide information to regional teams on membership tiers of potential members.
5. Develop and maintain an updated Member Intelligence Tracker in coordination with Regional Managers.
6. Assist Board Secretariat in the organization of Annual General Meeting (AGM) and other member events, as needed.
7. Provide input and support to relevant business units on members-related information.

Maya Declaration

1. Lead in calling for Maya commitments from members.
2. Review and approve Maya targets on the ADP.
3. Assist members in making Maya Commitments on the ADP as needed, in coordination with M&E.
4. Draft the Maya Annual Progress report and ensure its publication during the GPF.
5. Organize session at GPF to recognize new Maya Commitments and member’s progress against targets made previously.
6. Draft social media posts on Maya and liaise with Comms for regular positing to amplify members’ Maya achievements.

AFI Global Financial Inclusion Awards

1. Act as AFI Awards Administrator, which includes end-to end delivery of the AFI Awards annually.
2. Ensure timely completion of the nomination and selection process.
3. Develop all required materials and documentation for members, Jury members and social media.
4. Draft the annual Awards Report.
5. Act as Secretariat of AFI Awards Committee and Jury.
6. Organize the AFI Awards ceremony during the annual Global Policy Forum (GPF).

Knowledge Management & Member Communications

1. Manage correspondence management by utilising the CRM system under the Microsoft D365 platform.
2. Guide and train AFI staff on effective use of the system.
3. Perform update and track member correspondence records, members’ information and assist where required in liaison with the supervisor, sending mass mailouts.
4. Coordinate the translations of member engagement correspondence and other materials with the Communications and Procurement teams.
5. Manage high-level communication to members, in coordination with Executive Director’s (ED) Office.
6. Assist in identifying new areas and innovative tools using the CRM to enhance member engagement.

AFI Engage Program

1. Support Specialist, PMO on AFI Engage program activities.

QUALIFICATIONS & EXPERIENCE REQUIRED

• Bachelor's degree in social science such as economics, business administration, international relations, development studies or related fields.
• Minimum 4 years of experience in the field of customer relationship management, stakeholder engagement & communication, and knowledge management.
• Work experience in the member-based/regulatory/policy making institution will be an advantage.

COMPETENCIES / SKILLS

• Full proficiency in use of Microsoft Office. Competence on use of CRM software and apps, preferably in the Microsoft D365 platform.
• Strong writing skills with demonstrated experience of writing official reports and correspondence.
• Strong statistical and data analysis skills.
• Analytical and critical thinking skills to be able to compare information, identify key issues and problems, and recognize information gaps/limitations.
• Ability to multi-task and manage multiple deadlines and priorities
• A good team player and able to cooperate across different functions and departments.
• High attention to detail and well organized.
• Self-driven, enthusiastic, and proactive.
• Work independently with minimal supervision on day-to-day basis.
• Positive attitude and good team spirit with high responsibility and discipline.

KEY CHALLENGES

1. Diverse role with multiple deliverables and areas of performance.
2. Cooperation with several departments at the same time.
3. Ability to handle multiple tasks concurrently and deliver on schedule.