Zambia Case Investigation Supervisor (Fixed-Term)

About One Acre Fund Founded in 2006, One Acre Fund equips 5.5 million smallholder farmers to make their farms more productive. Across nine countries that together are home to two-thirds of Africa’s farmers, we provide high-quality farm supplies, tree seedlings, accessible credit, modern agronomic training, and a wide range of other agricultural services. On average, this model enables any farmer to increase their income and assets on supported land by more than 35 percent, while permanently improving their resilience. This is all made possible by our team of 9,000+ full-time staff, drawn from diverse backgrounds and professions. To learn more, please see our Why Work Here blog post. About the Role The Case Investigation & Audit Supervisor is a critical role within the Business Operations department. You will be responsible for safeguarding the organization’s integrity and ensuring the highest standards of Customer Protection (CP). You will lead investigations into fraud and harassment, and manage routine and ad-hoc audits. As an “Owner,” you will not only identify risks but also recommend strategic courses of action to the manager to improve farmer satisfaction and operational quality. [wp_code title="Fluid Ad"] Responsibilities Audit Ownership : Develop data-driven criteria to detect fraud early (including Repayment Fraud, Ghost Farmers, and Input Swaps. Additionally, you will plan and execute the seasonal audit calendar. Investigation Management: Lead case investigations into Client Protection violations (Tier I, II, and III). Report findings and recommend disciplinary or corrective actions to leadership. Capacity Building & Training : Train field staff and clients on CP best practices, repayment processes, and document filing to ensure staff remain protected and farmers are respected. Data Entry Support : Provide data entry support to the Business Operations leadership team to shape the annual customer strategy and enhance impact per farmer. Site Visitations : Conduct regular field visits via motorbike to engage with farmers and verify compliance with operational standards. Case Management : Investigate anomalies or reported issues in the field, utilizing active listening and conflict resolution skills to de-escalate sensitive situations. Verification : Ensure that farmer data and field activities align with internal policies and ethical guidelines. Accuracy : Perform regular data cleaning to ensure that all reports submitted to management are error-free and actionable. Process Optimization : Identify recurring issues in the field and suggest practical problem-solving strategies to prevent future non-compliance Documentation : Draft clear, concise investigation reports and summaries for the management team. Confidentiality : Handle all farmer data and internal investigative findings with the highest level of discretion. Career Growth and Development We have a strong culture of constant learning and we invest in developing our people. You’ll ha