About Mercy Corps
Mercy Corps is a leading global organization powered by the belief that a better world is possible. In disaster, in hardship, in more than 40 countries around the world, we partner to put bold solutions into action — helping people triumph over adversity and build stronger communities from within. Now, and for the future.
Program / Department Summary
Mercy Corps has been operating in the Democratic Republic of the Congo (DRC) since August 2007, with a team member of around 450 people working in North and South Kivu and Ituri Provinces with the overall country goal to support vulnerable communities through crises, while fostering programs that build resilience and promote long-term change. Mercy Corps’ national office is in Goma with sub-field offices in North Kivu, South Kivu and Ituri Provinces. 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 emergency program operates across Eastern DRC, but primarily in North Kivu, South Kivu and Ituri and is focused around two main objectives: 1) Immediate improvement of the living conditions of crisis-affected people (displaced, returnees, vulnerable indigenous people) through unconditional cash transfers and training on agricultural practices and livelihoods 2) Reduce mortality and morbidity related to waterborne diseases among IDPs through WASH interventions, with gender mainstreaming and protection
Mercy Corps expects to start shortly the new five-year USAID funded P-DEC complex program, with a budget of approximately $39 million which will be implemented in the Beni (North Kivu) and Mambasa territories (Ituri), in consortium with International Alert, the Wildlife Conservation Society and 9 other international and national partners. By engaging local communities and institutions in both the diagnoses of and solutions to conflict drivers, P-DEC will take a resilience and systems strengthening approach, supporting communities to engage in inclusive multi-stakeholder mobilization and dialogue processes to design local conflict early warning systems, mitigation processes and alternatives to violence (Outcome 1), decision-making processes in governance structures and social accountability mechanisms (Outcome 2) and viable economic activities with a private sector that promotes stability, inter-ethnic cooperation and social cohesion (Outcome 3). This program has been given the internal designation of Complex Program, which is a Mercy Corps-specific process that provides additional support and resources to those programs that have potential for high impact but also high risk.
General Position Summary
This position will act as the Area Manager for Grand North Kivu and Ituri, covering the Beni, Bunia and Mambasa bases, and will work to support both the P-DEC programme and Emergency portfolio.
Reporting directly to the Operations Director and working in close relationship with the P-DEC Chief of Party and Emergency Programs Director, the Area Manager is directly responsible for providing overall leadership to the operations support functions (security, logistics, procurement, administration, and human resources) in Grand North Kivu and Ituri. S/he ensures effective systems that support strategy for healthy, robust and integrated functions of national team members. S/he represents Mercy Corps with authorities, donors and partners and facilitates the implementation of activities and coordination between different program components. This role will also ensure that managerial processes, resources and the necessary infrastructure are all in place to support the P-DEC and Emergency programs.
Essential Job Responsibilities
Strategy and vision:
- Supervise and adapt the operations systems put in place in the area to ensure they are adaptable to the requirements of a Complex Program.
- Be creative in looking for efficiency of the operations systems and processes given the various constraints and challenges related to the country context.
- Support the Operations Director and the P-DEC and Emergency programs’ leadership in ensuring that technical support teams are collaborating with program and other internal stakeholders effectively, adding value to the program and maintaining strategic focus;
Influence & Representation
- The suitable candidate will demonstrate strong communication, leadership and relationship-building skills to ensure the effective representation of Mercy Corps and its vision on the field, as requested by the P-DEC and Emergency programs’ leadership.
- Maintain productive relationships with all stakeholders (including partners, government representatives and other local authorities), vendors, suppliers, etc.
- Consistently demonstrate flexibility, resilience and ability to maintain positive relationships and composure, even under difficult circumstances.
Team Management & Capacity Building .
- Be responsible for full and proper implementation of Mercy Corps systems of management, compliance and control as described in Mercy Corps field guidance manuals.
- Supervise the Heads of Base and operations staff to ensure optimal operational support for the P-DEC and emergency programs and offices, in accordance with Mercy Corps and donor policies and procedures.
- Ensure that Heads of Base and operations support staff are able to adhere to work plans, and that deliverables are completed as promised.
- Work with finance and compliance to mitigate fraud, conflict of interest and legal ramifications of Mercy Corps activities. This includes working with the Mercy Corps country teams, as necessary to share tools, collaborate with staff and share information/support needs
- Hire, orient and lead team members as necessary.
- Promote accountability, communicate expectations and provide constructive feedback informally and formally via regular one on one meetings and performance reviews.
- Create and sustain a work environment of mutual respect where team members strive to achieve excellence.
- Contribute to country team-building efforts and ensure integration of all team members into relevant decision-making processes.
Operations Management – Program Support
- Work closely with the Operations Director, P-DEC and Emergency programs’ leadership, Finance Manager and others to ensure that all operational departments are working in close collaboration with programs to facilitate smooth, efficient and effective program implementation.
- Work closely with the HR/Admin teams and other team members supporting the HR/Admin aspects, including on the content and quality of orientation for new staff regarding policies and procedures and on regular training of policies and procedures.
- Update and maintain systems ensuring effective and transparent use of financial resources for timely and informative reporting in line with donor and Mercy Corps policies and procedures.
- Implement a monthly operational pack and a dashboard to ensure follow-up and analysis is updated on a monthly basis in all operations and program areas.
- Ensure that archiving of operations documentation is well organized with hard and soft format and up to date to facilitate audit and information research.
Operations Management – Procurement & logistics
- Ensure timely, accurate processing and documentation of procurement activities compliant with the Field Procurement Policy & Procedures.
- As necessary, support implementation of warehouse procedures are followed as described in the Warehouse Policy and Procedures Guidelines.
- Support and in some cases, directly supervise the procurement of vehicles and coordinating any consultant drivers/cars (service provider); and ensure systems to track maintenance, fuel usage and vehicle scheduling, as needed.
- Assist with improving and maintaining pipeline of supplies, overseeing the logistical aspects of the operation; oversee material storage and movements as needed.
- Liaise with in-country finance to ensure compliance and payment schedules in coordination with the country team finance team.
- Coordinate logistical (non-program) aspects of material aid projects.
- Maintain inventory records of materials and materials flow; oversee tracking of all assets.
Operations Management – administration
- Ensure start-up Administration systems are implemented as described in the Field Administration Manual.
- Periodically review country or field office specific policies and communicate them to teams.
- Oversee database and file management for administration, procurement, and logistics resources documents.
- Oversee facility management, including housing and office leases; ensure that security standards are maintained at all premises.
- Ensure that Mercy Corps contracts and business transactions/relationships are transparent and in compliance with local law and Mercy Corps/donor policies.
Finance & Compliance Management
- Ensure compliance with donor and Mercy Corps regulations at the field level.
Security
- Assist the country team in the day-to-day security management of offices.
- Develop security procedures and policies if needed, based on local experience and tools; coordinate with the country team on standard security policies and procedures; assist with developing constant companion and security briefing documents.
- Proactively ensure that team members operate in a secure environment and are aware of policies.
Organizational Learning
- As part of our commitment to organizational learning and in support of our understanding that learning organizations are more effective, efficient and relevant to the communities they serve, we expect all team members to commit 5% of their time to learning activities that benefit Mercy Corps as well as themselves.
Accountability to Beneficiaries
- Mercy Corps team members are expected to support all efforts toward accountability, specifically to our beneficiaries and to international standards guiding international relief and development work, while actively engaging beneficiary communities as equal partners in the design, monitoring and evaluation of our field projects.
Supervisory Responsibility
Supervisor of support functions in the field bases of Beni, Bunia and Mambasa: head of bases, finance, operations, procurement, HR/Admin and security.
Accountability
Reports Directly To: Director of Operations
Works Directly With: CoP, DCoP, Emergency Directors and Deputy, Compliance & Finance Managers, mission level support staff (Security Manager, HR Manager, etc) and program staff.
Collaboration: All MC logistics and operations team in country and HQ/region as required.
Knowledge and Experience
- BA/BS required in relevant studies.
- A minimum of 5 years of relevant professional experience.
- Experience working in Africa required, previous work experience in the DRC preferred
- Demonstrated success working effectively and respectfully with host country government, private sector, INGO, NGO partners and other stakeholders in complex environments;
- Highly-developed interpersonal and communication skills including influencing, negotiation and coaching;
- Solid operations management skills related to international, cross-functional teams.
- Experience / skills managing programs in insecure regions required, including the management of security teams.
- Demonstrated attention to detail, ability to follow procedures, meet deadlines and work independently and cooperatively with team members.
- Experience of solving complex issues showing flexibility and adaptability to rapidly-changing contexts, defining a clear way forward, and utilizing best practices in management to ensure shared success;
- Experience with USAID rules, regulations and requirements is strongly preferred.
- Excellent verbal and written communication skills in French. English fluency is strongly preferred.
- Flexibility, patience, perseverance, initiative and a sense of humor required.
Success Factors
The successful Area Manager is an effective leader that can build and motivate a team of people from a variety of departments under pressure and within a limited time. S/he is very well organized, communicates clearly and uses strong interpersonal skills to navigate challenging organizational political situations.
Living Conditions / Environmental Conditions
The Area Manager will be based in Beni and travel may be required up to 50% of the time to program areas within North Kivu and Ituri, including the program base in Mambasa and Bunia. Travel can be dangerous and unpredictable due to armed forces and rebel activity. This is an unaccompanied role. The position is entitled to R&R and is eligible for hardship.
North Kivu and Ituri continue to be an arena of violence and insecurity. Mercy Corps’ sub-offices experience variable levels of insecurity, with the situation closely monitored by UN peacekeepers. Mobile phones and cellular service are widely available. Internet is available in all Mercy Corps offices. There are a number of health services available with evacuation options for serious illnesses. Beni is a city with 230,000 inhabitants, water and electricity can be unstable. There is reasonable access to main consumer goods, although they can be expensive. Security is volatile.
Mercy Corps Team members represent the agency both during and outside of work hours when deployed in a field posting or on a visit/TDY to a field posting. Team members are expected to conduct themselves in a professional manner and respect local laws, customs and MC’s policies, procedures, and values at all times and in all in-country venues.
Fostering a diverse and open workplace is an important part of Mercy Corps’ vision. Mercy Corps is an Equal Opportunity Employer regardless of background. We are committed to creating an inclusive environment.
Ongoing Learning
In support of our belief that learning organizations are more effective, efficient and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development
Diversity, Equity & Inclusion
Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world’s most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives.
We recognize that diversity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.
Equal Employment Opportunity
Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained global impact.
We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.
Safeguarding & Ethics
Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct elearning courses upon hire and on an annual basis.