Job Description

• Position Title: Support Services Manager
• Number of Vacancy: 1
• Duty Station: Sana’a or Aden with frequent travel to other MC offices in Yemen 
• Position Category:  Full-time 1    AND   Regular 1    
• Duration of Assignment: 6 months 
• Deadline:  08 October 2024 

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 seeks to alleviate suffering, poverty and oppression around the world and has worked in the Middle East since the 1980s. In response to acute and increasing humanitarian needs in Yemen, Mercy Corps opened its office in Yemen in 2010. More than 22 million people are in need and reliance on humanitarian assistance continues to grow. Mercy Corps is focused on meeting urgent humanitarian needs across the country while building support to the recovery of economic market systems, resilience and social cohesion elements in its programming strategy. Strategies to enhance the resilience of communities to the harsh environmental and social conditions in the country cut across the portfolio.

General Position Summary:

The Support Services Manager (SSM) leads the support departments for Mercy Corps, including Finance, HR, Liaison, Operations, and Security. The SSM is a Senior Management Team position reporting directly to the Country Director. The SSM will be expected to participate in the annual implementation planning and country strategy development that drives how the organization operates in Yemen. The SSM will be the key position to ensure Mercy Corps is compliant with rules and regulations of Mercy Corps and its many donors. 

Essential Job Responsibilities:

STRATEGY AND RISK MANAGEMENT

• Lead and manage the support department teams, including providing strategic leadership and technical support, developing the right team culture in line with Mercy Corps Core Behaviors, people and performance management. Engage regional technical and support teams to supplement strategic leadership and technical support.
• Identify and lead on systems improvements to ensure the organization is better able to achieve excellence across support departments, to enable programs to be implemented faster and in a cost-effective manner.
• Develop and maintain operational guidelines and procedures, in collaboration with the Senior Management Team that identifies and addresses key organizational risks.
• Develop and implement the annual implementation planning for support departments that ensures Mercy Corps Yemen is able to achieve its programmatic goals.
• Develop a risk management plan that identifies the major financial and operational risks and implement a mitigation strategy.
• Manage external and internal audits, and ongoing implementation of key correct actions.

OPERATIONS OF SUPPORT DEPARTMENTS

• Oversee management of reliable and cost-effective operations (including fleet/logistics, procurement and administration) and effective implementation of the strategies of Mercy Corps towards the right direction, including supervision of facilities & office management, information technology, procurement, asset management, fleet management and warehouse management. 
• Responsible for overseeing major HR functions, including management of personnel files for all staff – including recruitment documents, CVs, valid contracts, PAFs, timesheets, employee data sheets, disciplinary papers and performance evaluations, ensuring our policies adhere to Yemeni labor law.
• Ensure the recruitment of national staff adheres to the standing Recruiting Policies and Procedures of MC Yemen.
• Ensure effective, transparent use of financial resources in compliance with Mercy Corps and donor policies and procedures.
• Oversee maintenance of cash flow, local insurance coverage, standard accounting submissions and monthly or annual reporting or budgeting in line with Mercy Corps and donor rules and regulations.
• Oversee implementation of Mercy Corps’ Global Minimum Standards for Safety & Security, including maintaining Security Management Plan; Security Risk Assessments; documentation; orientations and briefings; journey management, including approval processes and staff tracking; incident reporting; office and workplace safety. This also includes management targets related to training, budgeting and staffing.
• Build and maintain operational structures that ensure proper segregation of duties between finance, administration and logistics and fully support field programs.
• 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

Support Departments of Finance, HR, Liaison, Operations, and Security

Accountability 

Reports Directly To: Country Director
Works Directly With: Senior Management Team

Knowledge and Experience:

• BA/S or equivalent in relevant field required; MA/S preferred.
• At least 5 years of progressive management experience at Manager level or above, in multiple departments (Finance, HR, Liaison, Operations, and Security)
• Strong coaching and team management skills
• Demonstrated track record of leadership and change management in complex environments
• Leadership in risk management and mitigation across multiple support departments
• Excellent English language (verbal and writing) skills
• PMD Pro Certification or similar project management certification a plus

Success Factors:

A successful candidate will have excellent leadership and team management skills with the confidence to lead across multiple support departments. They will have a keen understanding of risk management and the ability to apply it across multiple support departments. They will be able to work independently, and keep teams implementing at high quality and on time. A successful candidate will demonstrate self-awareness and a desire for continuous improvement that they will bring to an inclusive team culture. A successful position holder will ensure teams are well-supported and held accountable, while contributing to the professional development of all team members.

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 and have signed on to the  Interagency Misconduct Disclosure Scheme. By applying for this role an applicant confirms that they have not previously violated an employer’s sexual misconduct, sexual exploitation and abuse, child safeguarding or trafficking policy. 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 e-learning 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 ([Click to show email]).

الصون و الأخلاق

ميرسي كور تلتزم بضمان المعاملة اللائقة واحترام جميع الأفراد اللذين نتواصل معهم من خلال عملنا, سواء كانوا أعضاء الفريق أو أعضاء المجتمع أو المشاركين في البرامج أو غيرهم.  نحن ملتزمون بالمبادئ الرئيسية المتعلقة بمنع الاستغلال والإساءة الجنسية التي وضعها الأمين العام للأمم المتحدة واللجنة الدائمة للتنسيق بين الوكالات الإنسانية (IASC)، وقد وقعنا على نظام الإفصاح المتبادل بين الجهات الفاعلة في حالة السلوك الغير اللائق. عند التقديم لهذا الدور، يؤكد المتقدم أنه لم ينتهك في السابق سياسة السلوك الجنسي، والاستغلال والإساءة جنسية، صون الأطفال، أو الاتجار بالبشر لأي جهة عمل. ميرسي كور لن تتسامح مع إساءة معاملة الأطفال أو الاستغلال الجنسي أو الإساءة أو التحرش من قبل أو بسبب أعضاء فريقنا. كجزء من التزامنا تجاه توفير بيئة عمل آمنة وشاملة, من المتوقع أن يتصرف أعضاء الفريق بطريقة مهنية, تحترم القوانين والعادات المحلية. والالتزام بسياسات وقيم مدونة قواعد السلوك الخاصة بمنظمة ميرسي كور في جميع الأوقات. كما يتطلب من جميع أعضاء الفريق إكمال دورات التعليم الإلكتروني الإلزامية لقواعد السلوك عند التوظيف وذلك بشكل سنوي.
كمتقدم للوظيفة، إذا كنت قد شهدت أو تعرضت لأي نوع من أنواع السلوك الجنسي الغير لائق خلال عملية التوظيف، يرجى الإبلاغ عن ذلك إلى خط النزاهة في منظمة ميرسي كور ([Click to show email]).

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. 

Accountability To Participants

Mercy Corps team members are expected to support all efforts toward accountability, specifically to our participants and to international standards guiding international relief and development work, while actively engaging participant communities as equal partners in the design, monitoring and evaluation of our field projects.