Operations Director, Sudan

Description

Location: Khartoum and Port Sudan, Sudan

Risk Level:     ☐ Level 3       ☐Level 2         ☐Level 1

(Level 3: Frequent contact with participants, direct contact with children, access to sensitive data, and/or high level of accountability.

Level 2: Some contact with participants; unplanned non-direct contact with children.

Level 1: Likely to have no contact with participants or sensitive data)

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

The Program & Department

Mercy Corps has been operational in Sudan since 2004, and currently has a country office in Khartoum and field offices in South Darfur, South Kordofan, North Kordofan and Gedaref states. We work with Sudanese communities to build resilient scalable solutions that interrupt the cycle of fragility and crisis due to conflict and climate change by improving food and water security, peace and governance and enabling economic opportunities in the agricultural sector. With the eruption of violence throughout the country in April 2023, Mercy Corps is rapidly shifting its portfolio to respond to the crisis in urban and peri-urban centers in the East and center of the country, with an aim to address basic needs for conflict-affected populations, with an initial focus on food security, shelter and NFIs, and protection.

As Mercy Corps scales its response activities and pivots existing programs to take into account the crisis in Sudan, we are seeking an Operations Director to lead, adapt and execute support processes needed for the Sudan team to shift their strategy while coordinating with operations departments at Mercy Corps regional and global levels to ensure we are in compliance with the wider agency, donor, and government expectations.

The Position

Mercy Corps is seeking an Operations Director for the Sudan office for the purpose of providing proactive leadership for effective and timely delivery of humanitarian aid to crisis-affected people. The Operations Director will be responsible for ensuring operational policies, procedures, and team work plans to ensure effective support from logistics, procurement, security, and IT, and ultimately implementing the delivery of our in-kind and programmatic assistance to participants. Reporting to the Country Director, the Operations Director shall provide coordination across the Logistics, Operations, Admin, and Security functions and collaboration with Financial Management teams. The Operations Director shall work with regional support and field-led operations to consolidate management systems that facilitate the delivery of support services. They will ensure that the Sudan team is supported, prepared, and resourced to deliver high quality humanitarian programming both directly and in partnership with local and international organizations at scale.

Essential Responsibilities

STRATEGIC OVERSIGHT

• Maintains systems to ensure efficient and transparent capture of program operational data for decision-making and timely and informative internal and external reporting.
• Manages reliable and cost-effective operations and supports effective implementation of Mercy Corps’ country portfolio and underlying programs, including supervision of general facilities and office management, information technology, procurement, asset management, fleet management, security, government relations, and warehouse management.
• Risk Management through identification and mitigation of risks associated with the operational landscape. This includes tracking incidents, implementing safety measures, and evaluating the effectiveness of risk management strategies.
• Works closely with the Country Director and the senior management team to ensure all operational departments are streamlined and working in close collaboration with Programs & MEL to facilitate smooth, efficient and effective implementation;
• Ensures regular coordination between each Program, together with Finance, HR, and Operations take place, as well as internally within the Operations team;
• Advises on operations strategies, policies and plans affecting operations, program deliverables and staffing.
• Analyzes Mercy Corps' operating environment in the country and adjusts operations, providing advice on contextual changes and response scenarios to Senior Management Team.
• Ensures operational compliance to policies, procedures, and other requirements defined by Mercy Corps, donors and host governments.
• Maintains regular control over operations budget and identifies any exceptions or possible implications of under / over spending in a timely manner.
• Innovation and continuous improvement: 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 PROCEDURES

• Ensures full compliance of operations with Mercy Corps Global Procurement and Logistics policies, procedures and processes, including risk mitigation and SOPs.

• Provides strategic, technical and managerial leadership in implementation of Global Procurement and Logistics in the country program.

• Acts as focal point from operations for all internal and external audit matters in coordination with country management.

• Provides 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.  Works closely with the Head of Office in each field site to ensure that support systems and strucutures are in place and compliant with relevant internal land external policies and procedures.

• Ensures that field office operations create an enabling environment for smooth program implementation. Cpnducts frequent field visits to all project sites for supervision and support and maintain close collaboration with the Heads of Office in each field site for ensure operational and programmatic cooperation.

• Upholds Mercy Corps’ Zero Tolerance policy to corruption and work closely with support leads to monitor opportunities for fraud, conflict of interest, or other behavior presenting legal ramifications for Mercy Corps;

RESOURCE MANAGEMENT

• Ensures effective management of 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.
• Exercises 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 travel support (international and domestic).
• Oversight on maintenance of proper custody of Mercy Corps assets, warehouse inventory and general inventory.
• Supports developing budgets for operations activities of country programs as an integral part of program proposal development and country level budgeting.

TEAM MANAGEMENT

• Track performance of the operations team based on key performance indicators (KPIs) such as service lead times and quality of service metrics
• Develops the capacity of the team, deepens understanding of their roles and assists with career development.
• Assists team members with information, tools and resources to improve performance & reach objectives.
• Promotes accountability, communicates expectations and provides constructive feedback informally and formally via regular one on ones and performance reviews.
• Creates and sustains a work environment of mutual respect where team members strive to achieve excellence.
• Hires, orients and leads team members as necessary.
• Works with all Mercy Corps staff to ensure smooth introduction and adoption of operational systems.
• Works closely with the Operations Manager, Finance, and HR to provide supervisory/performance feedback to the Sudan support team members to ensure that support systems and structures are in place and compliant with relevant internal and external policies and procedures;
• 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.

SECURITY

• Maintain oversight of access provisions to ensure Mercy Corps’ continued ability to access our most vulnerable and hard-to-reach beneficiaries.

• Ensures compliance with security procedures and policies as determined by country leadership.

• Proactively ensures that team members operate in a secure environment and are aware of policies

• Assist the Country Director in the day-to-day security management of the country mission

SAFEGUARDING RESPONSIBILITIES

• Actively learns about safeguarding and integrates it into their work, including safeguarding risks and mitigations related to their area of work.
• Practices the values of Mercy Corps including respecting the dignity and well-being of participants and fellow team members.
• Encourages openness and communication in their team; encourages team members to submit reports if they have any concerns using reporting mechanisms e.g., Integrity Hotline and other options.

Supervisory Responsibility

All Country Operations (Procurement, Security, Logistics and Facilities, Government Liaison, and Office Management) Direct reports: Operations Manager, Safety Security & Access Manager, IT Manager.

Accountability

Reports Directly To: Country Director

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.

Minimum Qualification & Transferable Skills

• BA/BS degree in a relevant field.
• Minimum of 5 years senior management experience in a corporate or an INGO sector, including experience in operational support including developing strategies with supervisory responsibilities.
• Proven ability in planning and organizing substantial tasks includes complex situations in both development and emergency contexts.
• Willingness and ability to change for the events of emergencies and good working relationships with incoming HQ teams (i.e. HLR, TSU, GPL).
• Developing credibility with colleagues and stakeholders at all levels of Mercy Corps.
• Strong interpersonal skills with the ability to lead multi-disciplined and multi-cultural teams, sometimes in insecure and volatile environments.
• Demonstrated leadership skills, including the ability to lead and motivate qualified and experienced individuals with strong personal values.
• Analytical, decision making and strategic planning skills and the ability to manage multiple priorities at various levels.
• Skills of coaching, mentoring, delegating and providing guidance to team members in the country program.
• Team building skills and understanding the key success factors in working in a team environment.
• Commitment to the humanitarian principles and to the organizational and programmatic goals of Mercy Corps.
• Effective verbal and written communication, organizational, prioritization and Microsoft Office applications.
• Excellent oral and written English skills required; proficiency in Arabic is a plus.
• Ability to work effectively with an ethnically diverse team in a sensitive environment.

Success Factors

The successful Operations Director will be good at problem solving and have the ability to work out methods to deliver successful programs while demonstrating excellent stewardship of donor funds and compliance with Mercy Corps and donor regulations. They will maintain strong cooperative relationships with other departments and interact effectively with international and national personnel both in a managerial as well as training capacity, while demonstrating the ability to multitask, meet deadlines and process information in support of changing program activities. They will be able to live and work closely with a diverse team of individuals in a highly intense and fluid work and security environment and be willing to travel regularly to Mercy Corps field offices and project sites. The most successful Mercy Corps staff members have a strong commitment to teamwork and accountability, thrive in evolving and changing environments and make effective written and verbal communication a priority in all situations.

Living Conditions / Environmental Conditions

This is an unaccompanied position and the position is based in Port Sudan, Sudan with an eventual base of our Khartoum office once security in the capital has been re-established. The majority of Mercy Corps’ operations are outside of Port Sudan, so reduced access management of other states with frequent visits will be necessary. Housing is provided by the Country Office. Security conditions in the country are variable, requiring close monitoring and vigilance. Air travel is necessary to get from one end of the country to the other, though the road network is good, the security situation often precludes travel by road. There is a somewhat reliable cellular phone system and internet is available at the offices. Candidates must be able to work in an environment with energy, transportation and communication challenges. The position will require travel to the field sites in Mercy Corps Sudan's operational areas up to 40% of the time including travel to some locations that may be insecure or austere.

Mercy Corps team members represent the agency both during and outside of work hours and as such staff are expected to conduct themselves in a professional manner and respect local laws, customs and Mercy Corps policies, procedures, and values at all times and in all in-country venues.

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

Team Engagement and Effectiveness

Achieving our mission starts with how we build our team and collaborate. By bringing together individuals with a variety of experiences, backgrounds, and perspectives, we strengthen our ability to solve complex challenges and drive innovation. We foster a culture of trust and respect, where every team member is valued for their contributions, empowered to reach their full potential, and motivated to do their best work.

We recognize that building a strong and effective team is an ongoing process, and we remain committed to learning, improving, and growing together.

Equal Employment Opportunity

Mercy Corps is an equal opportunity employer committed to providing equal employment opportunities to all employees and qualified applicants for employment without regard to race, color, sex, sexual orientation, religion or belief, national origin, age, disability, marital status, veteran status, or any other characteristics protected under applicable law.

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 and have signed on to the Interagency Misconduct Disclosure Scheme . 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.

As an applicant, if you witness or experience any form of sexual misconduct during the recruitment process, please report this to Mercy Corps Integrity Hotline (integrityhotline@mercycorps.org).

SDG Impact