Caleb Sawasawa

• Provide departmental managerial oversight, performance management, and budget preparation and execution.
• Set up yearly Objectives and Key Results (OKRs) for the department with clear ownership and ensure regular execution monitoring.
• Champion internal collaboration with other divisions/departments and represent the Business Operations in local and global strategic meetings.
• Perform extra duties as a member of the Malawi Steering Committee (country-level senior leadership group), Talent Committee, and Compliance Committee.

Achievements

• Increased customer satisfaction by addressing concerns promptly and implementing feedback-driven improvements including co-founding a Farmer Advisory Board (FAB) for the Malawi program.
• Created a talent vision strategy and action plan for Business Operations which was adopted for use by the whole country program.
• Enhanced team productivity by providing guidance, coaching, and performance evaluations for staff members.
• Established strong relationships with key stakeholders, fostering collaboration among departments for mutual success.

Achievements

• Drove the digital revolution of Customer Engagement sub-department to ensure relevant technologies are adopted for execution to maximise both efficiency and customer satisfaction.
• Established Malawi program as the best Client Protection program across eight One Acre Fund countries through exceptional adherence to client protection policies, innovative strategies and excellent collaboration with key stakeholders on customer experience initiatives.
• Designed client protection and customer experience surveys, developed interactive dashboards for visualizing data analysis results, and drove compliance through data-driven recommendations.
• Facilitated process improvements by analyzing workflow inefficiencies identified during audits, recommending solutions tailored to specific departmental needs.