Job Title: Program Manager
Level: Level 2 Manager
Location: Kasulu, Tanzania
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This position is responsible for the management of the CWS operated Resettlement Support Center Africa (RSC Africa) satellite office based in Kasulu, Tanzania. This includes coordinating workflow within the Kasulu Satellite office and collaborating with other program and administration departments in Nairobi. This position ensures that RSC Africa processing priorities and targets are met and that standard operating procedures are strictly followed. The position is responsible for operations, program, staff management, and oversight of the Kasulu Satellite office. The position is a member of the RSC Africa Leadership Team.
This position reports to the Management and Training Coordinator based in Nairobi, Kenya and directly supervises Field Processing Supervisors, Cultural Orientation Supervisor, ARDU Supervisor, IT Officer, Administrative Officer and Staff Security Officer.
Program Management, Representation and External Relations
- Provides leadership and overall management to the RSC Africa Kasulu satellite office;
- Oversees all aspects of program management, employee relations, and compliance with CWS, RSC, PRM, and USCIS policies and procedures;
- Maintains regular communication with the Senior Management Team and Senior Programs Team at RSC Africa, Nairobi, Kenya;
- Maintains collaborative and productive working relationships with USRAP partners, including US Citizenship and Immigration Services (USCIS), the United Nations High Commissioner for Refugees (UNHCR) and the International Organization for Migration (IOM);
- Conducts periodic work travel in the region to maintain strong relations with partners’ regional offices;
- Ensures a professional workforce that is responsive to the needs of the funder, clients, partners and CWS staff;
- Oversees timely and effective implementation of the organization’s strategic goals and annual plans;
- Serves as the primary point of contact for all responses regarding security or emergency health crises that may arise, in conjunction with the CWS Staff Security Coordinator, Regional Representative, RSC Africa Director and the CWS corporate center;
- Represents CWS and RSC Africa in the community and acts as point of contact for community stakeholders;
- Maintains regular contacts with Relief, Development and Protection (RDP) program staff and provides logistical support to the RDP programs in North Western
- Ensures all administrative functions within the Kasulu Satellite office are compliant with the existing administration SOPs, other policies and guidance;
- Ensures that the Kasulu Satellite office is in compliance with the Tanzania labour laws and other government policies and regulations;
- Ensures all refugee case processing functions within the Kasulu Satellite office strictly adhere to the DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines and procedures;
- Monitors policy changes and ensures the timely and effective implementation of policies and case processing guidance;
- Ensures that there is effective coordination between the Programs division, Data Integrity, Program Integrity and Human Resources units in identifying staff training needs and organizing/developing training activities that respond to these needs;
- Puts in place systems and mechanisms to ensure compliance with policies and guidelines, and monitors compliance and adherence to the SOPs to ensure consistent work output;
- Schedules regular process reviews to ensure effectiveness of the main functions of the Kasulu Satellite office and compares requirements, processes versus
Administration and Budget
- Provides direct oversight of logistics, general services, information technology, finance, human resources and security functions of the Kasulu Satellite office;
- Participates in the budget-making process and relays budgetary needs of the office to the Finance Manager, RSC Africa Director, and Deputy Director for Administration;
- Manages the Satellite office budget and ensures efficient and cost-effective running of the program;
- Ensures that administrative policies support RSC Africa values and are in compliance with the Cooperative Agreement, relevant OMB Circulars, and PRM and CWS policies;
- Provides leadership to ensure good stewardship of financial resources and RSC assets, including participation in annual financial audits;
- Works closely with the Human Resources Department in Nairobi and serves as a primary point of contact for all HR-related questions for the office staff;
- Leads recruitment and hiring of office staff in coordination with the Management and Training Coordinator and the appropriate Nairobi-based Programs
- Consults with the RSC Africa Director, the Coordinator – Management and Training and the Program Coordinators and provides effective leadership to refugee case processing activities, including identifying strategies to efficiently move cases forward
- Provides direct supervision and leadership to Field Team Supervisors, Cultural Orientation Supervisor, ARDU Supervisor, Administrative Officer, IT Officer and Staff Security Officer, including yearly performance evaluations, monitoring professional development, and coordinating leave;
- Oversees on-boarding of new staff, establishes performance expectations, monitors staff performance and provides objective feedback on a timely and regular basis;
- Ensures that coaching, mentoring, feedback and corrective action plans are being carried out across the office and coordinates with Human Resource Department appropriately;
- In coordination with the Nairobi office, oversees the development and implementation of training modules for Kasulu staff and ensures that staff receive all necessary training to perform their duties;
- Maintains accurate and current job descriptions for the Kasulu Satellite
Data Management / Analysis
- Develops and implements department-specific pipeline analysis to inform workload projections and staffing needs for the Kasulu satellite office;
- Uses pipeline reports and studies treads and patterns to anticipate workloads and develops a workflow plan to ensure timely completion of program goals and targets;
- Incorporates partners and inter-departmental data to plan and prioritize work;
- Runs quality checks reports to ensure quality work output and identifies training needs for programs team at Kasulu Satellite office;
- Ensures reports are accurate, relevant, useful and
- Ensures well-being of Kasulu Satellite office staff is maintained at all times;
- Promotes a workplace that provides safe space for all and upholds open door and escalation policies;
- Establishes and communicates expectations to staff to ensure a predictable and consistent work environment;
- Provides a safe, healthy and professional work environment;
- Establishes and communicates clear expectations to staff to foster a predictable and consistent work
- Bachelor’s Degree or four (4) years of relevant paid work experience in lieu of a Bachelor’s Degree required;
- Master’s Degree preferred.
- Eight (8) years of paid work experience is required;
- Minimum of 3 years direct supervisory experience with an international organization, preferably focused on refugee case processing or other aspects of refugee resettlement is required;
- Experience ensuring compliance with government-funded projects is preferred;
- Experience in managing a diverse staff, and the ability to lead teams in a multi-cultural environment is required;
- Experience with staff performance management and conflict resolution is
- Knowledge of US federal government contract regulations;
- Thorough knowledge of the US Refugee Admissions Program and WRAPS database;
- Proven leadership and decision-making skills;
- Strong verbal and written communication skills;
- Excellent organizational and time management skills, as well as strong analytical and problem solving skills.
The Program Manager must have the ability to:
- work and make decisions independently and contribute to overall operations at management levels;
- exercise good judgement and seek guidance as appropriate when confronted with unanticipated problems in the field;
- Supervise refugee processing staff to ensure policies and procedures are implemented and executed in accordance with guidelines and standard operating procedures;
- Travel in sub-Saharan Africa on short notice and often under sometimes difficult conditions to meet demands of a dynamic operational program;
- communicate effectively both verbally and in writing;
- follow instructions with a positive and receptive attitude;
- deal effectively and courteously with a large number of associates, outside agencies, refugees and members of the general public;
- conduct oneself in a professional and courteous manner to represent the best interests of RSC Africa and CWS;
- maintain a high performance standard with attention to detail;
- carry out all of the duties of the position efficiently and effectively with minimal supervision;
- work independently and contribute to overall operations of RSC Africa;
- take initiative in the development and completion of projects within the specified timeframe;
- maintain strict confidentiality with RSC Africa administrative and operational information;
- manage a large and diverse workload under pressure with competing priorities;
- work well as a team in a multi-cultural environment while maintaining a high level of motivation;
- effectively manage RSC Africa’s resources; and
- actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).
Physical: This position requires bending, squatting, crawling, climbing, kneeling, sitting, standing, walking, pushing/pulling, handling objects (manual dexterity), reaching above shoulder level, using fine finger movements and lifting/carrying heavy loads.
Environmental: Incumbents in this position will be exposed to excessive noise, marked changes in temperature and/or humidity, dust and infectious diseases, harsh weather climates, long work hours, bumpy roads, extended travel, excessive sun exposure, and non-ventilated spaces.
A background check which includes references and an educational and criminal check is required before the start of employment. A valid passport and the ability to maintain a valid passport throughout the entire appointment is required, which includes having enough passport pages for travel. The candidate should be of good health, willing and able to travel extensively in often difficult conditions, and have a high degree of flexibility. Must be legally eligible to work and obtain a work permit in Tanzania. Must have proof of Yellow Fever vaccination before traveling for RSC Africa. Employee will be entrusted with the receipt, custody and payment of money.
Ensure effective exchanges of information with others. Examples of skills and behaviors include speaking
to others respectfully; expressing ideas in a logical, organized way; sharing information appropriately; and clarity and conciseness in written communication.
Ensure constructive and supportive interactions with others. Examples of skills and behaviors include being positive and supportive when working with others; sharing information and resources freely; resolving conflict constructively; and proactively working to remove obstacles to success for others.
Utilize and apply job related knowledge to complete job tasks at a level that meets or exceeds expectations. Examples of skills and behaviors include utilizing job knowledge to solve problems or develop new approaches; maintaining or enhancing skills through continuing education; and taking on projects that will develop or enhance skills.
Work effectively and contribute as a member of a team. Examples of skills and behaviors include supporting other team members by sharing information; covering the work of others during absences, vacations etc.; and actively participating in developing ideas for ways to increase team effectiveness.
Analyze information and develop solutions to challenges that arise during the course of performing a job. Examples of skills and behaviors include researching and collecting facts; defining the issues and the parties affected; formulating options/solutions for addressing the problem; and engendering support for and implementing the solution.
Successfully lead a group to achieve operational goals. Examples of skills and behaviors include priority setting; timely decision making; planning and organizing; delegation; and managing and measuring work.
Building and Leading Effective Teams
Earn the respect of team members, create strong morale and spirit on the team and utilize the unique skills of all team members. Examples of skills and behaviors include managing diverse relationships; flexibility; being open and receptive; running effective team meetings; and exhibiting integrity and trustworthiness.
Accurately anticipate future consequences and trends and translate them into the fulfillment of workable strategies and plans. Examples of skills and behaviors include problem solving; dealing with ambiguity, creativity; innovation management and business acumen.
The deadline for submitting the application is October 30, 2020