Mercy Corps is powered by the belief that a better world is possible. To do this, we know our teams do their best work when they are diverse and every team member feels that they belong. We welcome diverse backgrounds, perspectives, and skills so that we can be stronger and have long term impact.
The Team Mercy Corps has been operating in the Democratic Republic of the Congo (DRC) since 2007, with a staff of approximately 400 people working in Eastern DRC and Kasai. Mercy Corps’ national office is in Goma with sub-field offices in North Kivu, South Kivu, Ituri and Kasai provinces, and a coordination base in Kinshasa. Mercy Corps’ key programming areas include a combination of longer-term development and immediate humanitarian response programs in order to: 1) Improve water service delivery and ensuring equitable access to Water, Sanitation and Hygiene services, in urban and rural areas; 2) Improve food security and nutrition; 3) Promote diversified livelihoods, economic recovery and development. Mercy Corps DRC’s humanitarian programs aim specifically to assist populations affected by the conflict and crisis in Eastern Congo with multi-purpose cash assistance and emergency WASH support to displaced and host populations. The Position The Operations Director is a key person within the country's senior management team, who ensures the resources are planned and utilized towards effective program support. The Operations Director plays a key role in the overall leadership of the country program under the guidance of the Country Director. As a member of the senior management team at the country level, the Operations Director shares the overall responsibility for the direction and coordination of the Mercy Corps country operation activities under the direct supervision of the Country Director. Essential Responsibilities Manage reliable and cost-effective operations and effective implementation of the strategies of Mercy Corps towards the right direction, including supervision of sub-office management, information technology, procurement, asset management, fleet management and warehouse management.
- Supports the program team on timely provision of operations support at a higher level of standards.
- Ensures compliance requirements of Mercy Corps and rules and regulations specified by the donors and sometimes host governments.
- Provides management information for decision making as required.
- Support developing budgets for operations activities of country programs as an integral part of program proposal development and country level budgeting.
- Represents Mercy Corps as required in coordination with country management. As a senior management team member, the operations director will have certain representation at the discretion of the country director (i.e. Local Logistics Cluster, NGO Working Groups, etc.) Responsibilities of Operations Manager:As a member of senior management, the operations director is responsible for but not limited to key responsibilities of strategic oversight, development and implementation of policies and procedures and resource management; STRATEGIC OVERSIGHTStrategic oversight, direction and advice on all aspects of Mercy Corps operations management, aiming at the achievement of the following results:
- Successful contribution for implementation of country operations strategies and establishment of management guidelines.
- Advice on operations strategies, policies and plans affecting operations, program deliverables and staffing.
- Analyzing Mercy Corps' operating environment in the country and adjusting operations and providing advice on contextual changes.
- Guide Mercy Corps operational strategies and activities.
- Successful implementation of operational strategies and direct establishment of management achievements with operations.
- Maintain regular control on operations budget and identify any exceptions or possible implications of under- / over-spending in a timely manner.
- Promote cross-department collaboration and communication between operations, programs, HR/Admin and other teams.
- Promote continuous organizational learning culture with the empowerment of individuals and teams with the identification of learning needs. Create learning opportunities and ensure access to available learning resources. IMPLEMENTATION OF POLICIES AND PROCEDURESImplementation of appropriate operations policies and procedures that comply with Mercy Corps policies and procedures and with donor rules and regulations focusing on the achievement of the following results:
- Full compliance of operations with Mercy Corps Global Procurement and Logistics policies, procedures and processes.
- Provide strategic, technical and managerial leadership in implementation of Global Procurement and Logistics in the country program.
- Ensure ongoing full compliance of Mercy Corps finance policies and procedure and others (i.e. Program Management Manual, National Staff Handbook and etc.)
- Act as focal point from operations for all internal and external audit matters in coordination with country management.
- Provide expert advice on Mercy Corps policies regarding resource management, tools, etc.
- Development of local policies and procedures with the support of country management and implementation of them.
- Oversee orientation and refresher training for all new staff on operations procedures, policies, and systems (including ProSource online procurement system).
- Oversee monitoring of downstream partners’ compliance with MC and donor regulations with regards to asset management and disposal.
- Ensure the roll-out of new and or revised global supply chain operations’ policies, standard operational policies and guidelines. RESOURCE MANAGEMENTEffective and efficient resources management in sub-office management, procurement, logistics and IT on the achievement of the following results:
- Ensure effective management of logistics resources and reporting in a systematic, transparent and efficient manner to country management.
- Responsible for provision of high quality and timely procurement and other program support.
- Exercising oversight over procurement processes and logistics ensuring compliance with Mercy Corps procurement policies and procedures as well donor rules and regulations.
- Oversee provision of transport and importations/exportations.
- Oversight on maintenance of proper custody of Mercy Corps assets, warehouse inventory and general inventory.
- Ensure the use of the country program resources is optimized. TEAM MANAGEMENT
- Develop the capacity of the team, deepen understanding of their roles and assist with career development.
- Assist team members with information, tools and resources to improve performance & reach objectives.
- Promote accountability, communicate expectations and provide constructive feedback informally and formally via regular one on ones and performance reviews.
- Create and sustain a work environment of mutual respect where team members strive to achieve excellence.
- Create and sustain a service-oriented, collaborative and proactive team culture.
- Review team structures and adapt appropriately as required based on programming/country needs, budgets, etc. This includes semi-frequent reviews of roles/responsibilities of operations team members.
- Hire, orient and lead Operations team members as necessary.
- Work with all Mercy Corps staff to ensure smooth introduction and adoption of operational systems. PROGRAM SUPPORT
- Work closely with the Country Director, and other head of departments to ensure smooth, efficient and effective implementation of programs
- Create and maintain systems ensuring effective and transparent use of financial resources
- Lead or co-lead coordination meetings between programs and operations and ensure all the agreed points of action are well followed
- Ensure all field offices have capacities (human and technical) for smooth program operations.
- Ensure internal and donor procedures, policies and guidelines are followed
- Establish and maintain pipeline of supplies, overseeing the logistical aspects of the operation; oversee commodity storage and movements as needed.
- Ensure unified and cost-effective fleet management, including tracking of maintenance, fuel usage and vehicle scheduling.
- Support the set-up and close out of field offices
- Provide support to programs in developing and periodically reviewing procurement plans
- Oversee SharePoint and file management for procurement, ICT and logistics documents.FIELD OFFICES OPERATIONS
- Provide support to field offices to ensure support systems and structures are in place and compliant with relevant internal and external policies and procedures.
- Ensure that field office operations create an enabling environment for smooth program implementation.
- Conduct frequent field visits to projects/programs’ sites for supervision and support and maintain close collaboration with the Heads of Office in each field site to ensure operational and programmatic cooperation.
- Support field offices in assessing operational risks and in developing an operational risk mitigation planSECURITY
- Ensure compliance with security procedures and policies as determined by country leadership.
- Proactively ensure that team members operate in a secure environment and are aware of policies. Supervisory Responsibility All Country Operations: Procurement, Logistics, Sub-Office ManagementDirect reports: Procurement Manager, Logistics Manager, 2 Area Managers, IT Manager Accountability Reports Directly To: Country Director Works Directly With: Senior Management Team, Heads of Office, Program Teams Accountability to Participants and Stakeholders Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.