Business Resilience Coordinator

Background:

     The Center for International Private Enterprise (CIPE) strengthens democracy around the globe through private enterprise and market-oriented reform. CIPE is one of the four core institutes of the National Endowment for Democracy, and is an affiliate of the US Chamber of Commerce. Since 1983, CIPE has worked to build the political, market and civic institutions vital to a democratic societies and private sector led economies. CIPE’s key program areas include anti-corruption, public governance reform, support of civil society, property rights, economic empowerment of at-risk communities, and opening political space in closed societies.  

 

     Through ongoing partnerships with the U.S. and Australian governments, CIPE is implementing a cutting-edge women’s economic empowerment program in Papua New Guinea. To help create a broader “entrepreneurial ecosystem” CIPE is operating a Women’s Business Resource Centre (WBRC) in Port Moresby, working with PNG universities to create new educational curriculum on entrepreneurship, and supporting PNG women’s business organizations. The WBRC is housed at:  

 

Century 21 Building  

Lot 51, Section 35, Kunai Street, Hohola  

(PO Box 599)  

Konedobu, NCD  

PAPUA NEW GUINEA  

 

     Through the WBRC, CIPE will respond to the needs of vulnerable women entrepreneurs critically impacted by the COVID-19 pandemic with new Business Support Programs aimed at increasing the resilience of businesses beginning in 2021. These programs will include the Business Support Hotline, an online and virtual library of business materials, and Business Adaptation Coaching. The nationwide hotline will provide timely updates on government policies impacting the business community, business-related information and resources, and referrals to other community resources. This Business Support Hotline would be the first of its kind in PNG to offer business-specific information to entrepreneurs of all sectors and backgrounds. In tandem with the hotline intake system, the WBRC will build a digital library, or E-Library, for relevant business information and resources pertaining to government policies and business advice. The E-Library will be a powerful and fee-free tool that will arm women with the knowledge that they need to build their businesses.

 

     Additionally, the Business Support Programs will include a Business Adaptation Coaching Program offered in partnership with The Difference Incubator (TDi). This program will offer a series of coaching sessions for businesses that meet basic requirements and apply. All recruitment and marketing for the business coaching program, as well as promotion of the business hotline and E-Library will be done by the WBRC.

Role Summary:

     CIPE PNG is seeking a full-time Business Resilience Coordinator (BRC) to manage the day-to-day operations of all aspects of the Business Support Programs and to provide support to CIPE’s PNG WBRC Manager and Country Director in PNG. The Business Resilience Coordinator will be physically located at the WBRC. The candidate should be available 40 hours per week to support activities related building capacity, managing efficiency, and achieving quality deliverables of the Business Support Programs.

 

     The Business Resilience Coordinator will assist in setting up the physical space for the Business Support Hotline and will help finalize the intake process by determining requirements for phone intakes and developing a set script for Business Support Specialists to use during calls. Given that CIPE intends to utilize multiple intake channels such as SMS, WhatsApp, and Facebook, it will be important for the BRC to ensure that all intake channels are monitored and collect the same information to ensure consistency in handling requests. The BRC will additionally lead marketing efforts for all components of the Business Support Programs (Business Support Hotline, virtual business library, and the Business Adaptation Coaching Program), such as developing marketing materials, ensuring sufficient publicity throughout PNG through social media advertisements, email marketing campaigns, press releases, billboard postings, and referrals.

 

     The BRC will engage with community partners and share information to strengthen the networks available as resources for the services. This includes networking with other hotline operators to share best practices and exchange lessons learned. Furthermore, data gathered through the Business Support Hotline will be gathered and analyzed into a semi-annual report. The BRC will lead this knowledge output effort. 

 

The BRC will also oversee the development of the E-Library, to be completed by a data curator. The BRC will supervise the data curator, who will be responsible for finding, organizing, and integrating various resources into the online collection to maintain a robust E-Library that will be accessible for aspiring and established women entrepreneurs.

 

     Additionally, the BRC will liaise with TDi to carry out the recruitment, assessment and referral of eligible businesses for business adaptation coaching. It will be important that the BRC proactively recruits suitable businesses for the program in a timely manner and communicates regularly with our partners TDi. The BRC will need to act as a concierge for businesses’ that are interested (and suitable) for the program as they progress from first contact, to application, initial screening and referral to TDi for a short interview. The BRC is responsible for recruiting 100 suitable business owners for this program, across four ‘rounds’ of recruit beginning in April 2021. In addition to interfacing with the businesswomen and entrepreneurs, the BRC will work with the local business coaches receiving training and apprenticeship from TDi to ensure their capacity is built and learning needs are met.

 

Primary Duties to be Performed:

 

  • Implementation and oversight of the Business Support Hotline’s day to day operation, systems, and process.

  • Review and approve all intake documentation files.

  • Meet with staff regularly for performance management.

  • Oversee and coordinate activities and schedules of the Business Support Specialists to meet the needs of callers requiring services and support.

  • Oversee staff training to ensure they are adequately equipped to properly and fully respond to the needs of callers with appropriate responses/referrals that are timely and supportive.

  • Responsible for the coordination and collaboration of additional outside hotline operators in order to strengthen potential and existing partnerships to maximize referral services and to share best practices.

  • Oversee the development of the E-Library for timely completion and supervise the Data Curator.

  • Lead efforts to produce knowledge pieces, including semi-annual reports on the health and status of businesses in PNG.

  • Data quality reviews and submission of timely reports.

  • Maintain active communication with the PNG WBRC Manager, PNG CIPE Country Director, and CIPE Washington DC office in regards to programmatic operations and status.

  • Develop and make recommendations on hotline intake processes and procedures that are supportive and fully functional and ensure operations meet the project implementation plans.

  • Recruit suitable businesses for the Business Adaptation Coaching Program, in a timely manner. This will include distributing marketing material and approaching suitable businesses directly and inviting them to apply for the program.

  • Manage the receipt and initial screening of applications for the Business Adaptation Coaching Program, before referring them for an interview with TDi; follow up with businesses if they were unsuccessful.

  • Track information in an organized manner and communicate recruitment progress regularly with our implementing partners, TDi.

  • Support the scheduling of coaching appointments for TDi coaches & Local Business Coaches, in recruitment round 3 (July) to recruitment round 4 (September).  

 

Key Qualifications:

  • Candidate must have at least 3 years of experience in development, business management or advocacy, social work, or other related fields.

  • A minimum of 3 years of program management experience is required.

  • Exceptional interpersonal, problem-solving, verbal and written communication, and conflict resolution skills.

  • Candidate must be comfortable in managing both a physical and/or virtual call center environment, including phone-based outreach and support.

  • Strong coaching and leadership skills, ability to motivate and inspire employees.

  • Ability to clarify and align the needs and interests of potential businesses to recruit into the Business Adaptation Coaching Program.

  • Experience with recruitment processes; ability to design and implement recruiting strategies.

  • Experience building new processes, systems, databases, or frameworks is highly preferred.  

  • Strong administrative and organizational skills, attention to detail is required.

  • Ability to work with a sensitive nature with people of various cultures, languages, socio-economic status, age, religion, gender, sex, and disabilities.

  • Proficiency with necessary technology, including computers, software applications, phone systems, social media platforms (SMS, WhatsApp, Facebook), etc. Candidate should have experience using a computer system and phone system simultaneously.

  • Ability to work in a team environment and independently with limited supervision.

  • Fluency in Tok Pisin required, with excellence in English composition.

  • Strong skills in Microsoft Office, specifically MS Word, Excel, Outlook and One Drive is required. Familiarity with telecommunications platforms such as Skype or Zoom is required.  

  • Must be eligible to work in PNG and based in Port Moresby.

 

Duration:

 

     This is a one year fixed-term position following successful completion of a 3-month probationary period.

To Apply: 

     To apply for this exciting opportunity, please submit a resume or CV, a cover letter, and three (3) references for the Business Resilience Coordinator position posted under “Opportunities” at www.cipe.org. Only candidates selected for an interview will be contacted. No phone calls please. 

[PDF] Business Resilience Coordinator Position Overview