Senior Manager Pipeline & Case Quality (International) Full Time

About CWS

Position Title: Senior Manager, Pipeline & Case Quality
Reports To: Deputy Director, Program Development and Quality
Supervises: Projections Specialist, Case Quality Specialist and Data Integrity Supervisor
Division: CWS Africa
Department: Programs
Team: Regional
Job Location: Nairobi, Kenya
Grade Level: Grade 9, Level 2 Manager, International

Primary Purpose:

This position is responsible for overseeing all United States Refugee Admissions Program (USRAP) projections planning, including monitoring submissions; planning pre-screening, adjudications, cultural orientation and pre-departure activity; and ensuring accurate departure projections. This includes: ensuring the development of appropriate tools for a data driven approach; ensuring scheduling guidelines are adhered to in the prioritization of caseloads; incorporating PRM, USCIS, and RSC Africa priorities as appropriate; and understanding & monitoring the pipeline holistically from submission to departure. This position engages all country implementation teams to ensure understanding of workload allocations as per the projections and monitors progress against targets in close coordination with the Senior Manager, Circuit Rides & Travel. The position also engages closely with relevant partners to ensure collaboration and early forecasting of likely activities.

Responsibilities

Working Environment

• In office environment
• Periodic travel to the field as may be required

Core Job Responsibilities:

Leadership and Management (20%)

1. Participate in and provide input in strategic planning conversations to achieve RSC Program goals.
2. Engage in effective team management as per CWS expectations, including: ensure policies, procedures, and culture are understood and abided by; provide clear expectations, managing performance, yearly performance evaluations, and coordinating proper use of benefits; providing coaching and corrective action plans as needed; effective communication; maintaining accurate job descriptions; ensuring a safe and professional work place; and promoting safe-space, open door, and escalation policies.
3. Coordinate programmatic inputs to the annual RSC budgeting process by working with Program Operations teams to anticipate staffing and resource needs based on PRM processing targets; monitors spending throughout the year against budget targets
4. Monitor effective and appropriate use of resources across the team within the approved budget.
5. Determine and apply cost saving measures to ensure program sustainability.

Program Administration (30%)

1. Lead all Projections activities, in coordination with key stakeholders.
2. Oversee development of work plans, their implementation and reporting for the Projections Specialists reporting to this position.
3. Track progress towards achievement of established annual goals and objectives, and the implementation of projected circuit ride activity in particular.
4. Coordinate the deployment of staff and resources to ensure timely and efficient work output, in coordination with Programs Management.

Representation (15%)

1. Maintain effective relationships with RSC Africa/USRAP partners.
2. Ensure partner communication is professional, timely and proactive.
3. Occasionally travel to field sites to meet with/accompany PRM/USRAP partners and represent CWS/RSC Africa on processing or other programmatic matters.
4. Ensure staff are professional when representing CWS/RSC Africa to refugees, partners, the funder and colleagues.
5. Ensure RSC Africa interests and concerns are represented in collaboration with the PRM Pipeline team, and that PRM guidance is incorporated into projections.

Compliance (10%)

1. Ensure all functions within the team strictly adhere to DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines and procedures.
2. Develop, implement, and disseminate internal standard operating procedures (SOPs) for projections processing.
3. Provide input on effects of external policy updates on the department’s internal SOPs and workflow and implement changes due to these updates.
4. Ensure timely and accurate reporting of suspected fraud, malfeasance, and data breaches and report any identified areas of significant compliance risk for the RSC Africa program.
5. Coordinate regular departmental process reviews to compare requirements vs. current processing and outputs and implement process changes based on the outcome of the process reviews.
6. Conduct QCs and job function observations of staff, and oversee team QC efforts, to ensure compliance is met and identify areas of improvement or training needs. Provide feedback to staff and/or other departments.

Data Management and Analysis (20%)

1. Oversee the development and maintenance of appropriate data analysis processes and tools to ensure a data driven approach to projections.
2. Develops, updates, and ensures the use of projections tools, including the Projections Calculator.
3. Develops and communicates annual and quarterly projections.
4. Ensure RSC Africa and PRM Scheduling requirements are prioritized appropriately.
5. Establishes and maintains effective communication systems regarding data within the department and other program departments.
6. Reviews and distributes departmental reports on schedule.
7. Oversees the use of the Travel Budget Calculator to generate annual and quarterly travel budgets, in coordination with the Logistics and Finance teams.

Additional Roles and Responsibilities (5%)

• US passport holders may be required to facilitate DNA collection.
• Any other duties as assigned.

Qualifications

Experience:

• A minimum of 8 years of paid work experience is required.
• A minimum of 3 years of direct supervisory experience with responsibility for hiring, evaluating performance, administering corrective action and directing day-to-day work is required.
• Demonstrated management experience, to include administrative and program management, with a refugee serving/processing agency(s) preferred.
• Previous experience with USRAP preferred.

Skills:

• Strong analytical skills and excellent report-generation skills with the ability to understand, process and document information for a variety of audiences.
• Strong supervisory skills and understanding of performance management systems.
• Excellent organizational and time management skills.
• Advanced computer knowledge, specifically with MS Access, MS Outlook, MS Excel and other statistical analysis programs.
• Strong English communication skills, both oral and written.

Education & Certifications:

• Bachelor’s Degree in a related field required, or four (4) years of paid work experience in lieu of a Bachelor’s Degree required.
• Master’s Degree preferred.

Abilities:

• Work and make decisions independently and contribute to overall operations of RSC Africa at management levels;
• Maintain a high performance standard with attention to detail, completing tasks within set timeframes;
• Exercise good judgement and seek guidance as appropriate when confronted with unanticipated problems;
• Deal effectively and courteously with a large number of associates, outside agencies, refugees and members of the general public;
• Manage large and diverse workload under pressure with competing priorities.
• Maintain the integrity of official records;
• Analyze and solve complex problems and make sound decisions;
• Work with minimal supervision;
• Be flexible with changing of daily duties as needed;
• Actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).

Important Requirements:

• Strong English communication skills, both written and oral.
• Ability to work in a multi-cultural environment required.
• Commitment to diversity, equity, and inclusion and willingness to support CWS’ Platform on Racial Justice as a CWS employee required.

Special Requirements

• The candidate should be in good health, willing and able to travel extensively in often difficult conditions, and have a high degree of flexibility. Must have proof of Yellow Fever vaccination before traveling for RSC Africa.
• This position is based in Nairobi, Kenya
• This position requires the use of laptops at all times; competence in Microsoft Office packages is required.
• This position may require travel in sub-Saharan Africa on short notice and under sometimes difficult conditions to meet the demands of a dynamic operational program.
• A background check which includes references and an educational and criminal check is required before the start of employment for International applicants.
• 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.
• (Internationals – International applicants must be legally eligible to work and obtain a work permit in Kenya OR A valid U.S. passport and the ability to maintain a valid U.S. passport throughout the entire appointment is required, which includes having enough passport pages for travel.
• 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.
• The US Embassy rates Kenya as both HIGH in crime and HIGH in terrorism. Incumbents should fully understand the insecurities present within Kenya and the region.
• This position is Full time.
• All employees should be prepared to work from the CWS office within their location of hire.

CWS recruitment is free of charge. Church World Service (CWS) does not charge fees of any kind during the recruitment process (Submission of application, interviews, assessments, trainings, etc.). Any solicitation of funds should be reported to [email protected].

CWS is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, genetic information, disability or protected veteran status. Auxiliary aids and services are available upon request to individuals with disabilities.