VACANCY
Donor Care Officer
MSF India
Background
Doctors Without Borders/Médecins Sans Frontières (MSF) or is an international humanitarian
medical aid organization working in more than 70 countries worldwide. MSF is neutral, impartial,
independent, and not linked to any political party or governmental body. It provides emergency
medical assistance to people in need, irrespective of their nationality, race or religion. In 1996,
MSF received the Indira Gandhi Prize for Peace, Disarmament and Development and in 1999
MSF was awarded the Nobel Peace Prize. MSF has worked in India since 1999 and provides
medical treatment to hundreds of thousands of Indian patients.
MSF has worked in India since 1999, providing free-of-charge essential healthcare. We run
hospitals and clinics, perform surgery, fight epidemics, operate feeding centres for malnourished
children, and offer mental healthcare. MSF currently runs projects in the states of Bihar,
Manipur, Maharashtra, Jammu & Kashmir, Chhattisgarh, Andhra Pradesh and Telangana.
MSF India is one of 29 offices and operational centres in Europe, America, Asia and
Australasia, pooling funding, expertise and staff for field operations. MSF India has three key
objectives in support of field operations: the recruitment of skilled medical and non-medical
staff, the raising of vital funds, and public information work.
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GENERAL
Location of Job: MSF India Branch Office New Delhi
Salary: Gross INR 42851 per month (non-negotiable)
Last application date: 14th Dec, 2015
Email: hr.support.india@new-delhi.msf.org
Functional and Hierarchical Lines
 Hierarchically and functionally accountable to the Head of Fundraising of MSF India Branch
Office.
 Part of the Fundraising Team of the MSF India Branch Office
Purpose of Post
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To strengthen the relationships between donors and MSF India by efficiently processing all
donations received both one-off and regular and by servicing acquired donors through
acknowledgement letters, other correspondence and telephone calls.
To establish and maintain good relations with committed donors through individualized
personal contact, providing up to date information and answering queries.
To provide a quality service to supporters through the efficient processing of donations and
maintenance of personal and financial records.
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Main responsibilities and tasks
1. Support Strategic Development
 As member of the fundraising team, actively contribute in discussions and meetings, as well
as in decision making regarding issues linked to the overall fundraising objectives of MSF in
India.
 Develop a complete understanding of MSF’s overall fundraising strategy.
 Advise upon donor care strategy with the aim of increasing donor retention and fundraising
income.
 Work with fundraising team to develop and maintain a solid base of donors for sustainable
growth of MSF India.
 Analysis of external developments and trends in the fields of donor servicing.
2. Implementation
 Providing a high level of donor service to all of MSF India’s existing and potential donors
 Inputting, amending and maintaining personal and financial records of donors on the
database
 Handling general enquiry calls from supporters when covering the Supporter Enquiry
helpline
 Encouraging tax effective giving where appropriate
 Liaising with other MSF India teams where they impact the work of the Donor Care
 Looking for new ways of processing one-off and regular donations more efficiently
 Keeping abreast of MSF India’s policies and operations in order to better inform supporters
 Jointly responsible(with Database management officer) for:
- Maintaining the accuracy of the database
- Responding to regular giving enquiries from potential and existing donors and all
staff
 Undertaking any other reasonable task that the Head of Fundraising sees fit for the smooth
running of the team.
3. Finance, Monitoring & Evaluation
 Advise upon donor care and donor communication budgets
 Use CRM system to make enquiries, update records and produce required reports
4. Representation
 Safeguard the ethical standards and principles & values of MSF within all the donor care
activities
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Internal
With MSF India fundraising team on donor care and communication related issues
With Finance unit on bank-related issues to inform and advise them.
External
Correspond with regular supporters and those donating by alternative methods
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REQUIREMENTS
Qualifications
 Minimum a Bachelor’s Degree (graduate) from a reputed institute.
Work experience
 Minimum 3 to 4 years working experience in donor communication profile.
Specific Skills
 Customer service experience
 Database experience
 Must have experience in producing segmented data for mailings, generating data reports
and processing tax exemption claims.
 Team player, self-starter, able thinks creatively to solve problems and to prioritize effectively
when faced with competing deadlines.
 Desire to serve MSF India’s donors
Desirable skills
 Similar work experience in MSF or a similar INGO
Competencies
 Result and quality orientation
 Capacity to negotiate
 Behavioral flexibility
 Initiative and innovation
NOTE: This job description will be reviewed in the light of changing circumstances and may
include other duties and responsibilities, following discussion with job holder and head of
fundraising.
APPLY & MORE INFORMATION
Please clearly state in ‘subject’ of email which position you are applying for and the source from
where you saw the job profile. Please send your CV and cover letter (combined in one word file)
to: hr.support.india@new-delhi.msf.org
Last application date: Monday 14th Dec, 2015
IMPORTANT REMARK:
Candidates from non-Indian origin applying for this position should have the valid legal working
permit.
END
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