Head of Support Services - Tanzania & Burundi

Kibondo, Tanzania

Danish Refugee Council, one of the world’s leading humanitarian NGOs, is currently looking for a highly qualified Head of Support Services for Tanzania & Burundi.

About DRC Tanzania and Burundi:

DRC has been implementing emergency response projects in Tanzania since the onset of the Burundi refugee crisis in 2015 in the refugee camps in the Kigoma region, close to the border with Burundi. DRC’s integrated projects for refugees, asylum seekers and host communities comprise sectors such as Camp Coordination and Camp Management (CCCM), Protection, Water, Sanitation and Hygiene (WASH), Shelter and infrastructure, and Livelihoods and Environment focused programming. The establishment of an office in Bujumbura, Burundi in 2018 aimed at strengthening a cross-border response and at enhancing the impact of its interventions to the Burundian returnees. Currently, DRC Burundi is implementing integrated protection and economic recovery and livelihood programming for returnees, Internally Displaced People, and vulnerable host Community members in several provinces at the border with Tanzania. DRC also works, mainly through local partners, in some of the Congolese refugee camps spread out over the country.

About the job

The role has overall leadership responsibility for DRC’s operational management in Tanzania and Burundi within Finance, Administration, HR, Supply Chain and Information Technology (IT), and deputizing for the Country Director as requested and/or needed. The role requires a demonstrated ability to develop long-term vision and strategic planning, provide leadership for DRC’s operations, and a high level of financial and operations planning. The role is directly responsible for ensuring that DRC’s Programme in Tanzania and Burundi operates in accordance with DRC’s operational standards as expressed in the DRC Operations Handbook and other guidelines in DRC.

Roles and responsibilities:

• Support the Country Director and the Senior Management Team of DRC in Tanzania and Burundi in liaising with donors and government authorities, especially where it relates to issues of compliance, registration, and audit.
• Manage the operational support units for the country operation, in finance, administration, HR management, Supply Chain and IT in the country office as well as the field offices, by providing technical support, capacity building and strategic leadership to the areas under his/her supervision.
• Ensure that DRC has the Support Services structures required to provide high quality, timely, compliant services to our beneficiaries, allowing it to scale up and scale down based on programmatic priorities.
• Develop a risk management plan for the country that identifies the major financial and operational risks and implement a mitigation strategy. Ensure that all administrative and legal systems are accurate and kept up to date.
• Work to build the capacity of the operational support staff throughout the DRC Tanzania and Burundi operation through frequent in-service training sessions and mentoring support.

Staff management

• Lead and manage the support services managers (including people planning, performance, well-being and development). The team is composed of Support services managers (Finance managers, Supply Chain manager, HR Coordinator and various Support Services Team Leaders)
• Provide structured, well-planned and ongoing capacity building for the Support Services staff enabling them to deliver including through in-house training sessions and hands on mentoring support
• Lead and manage the support services managers (including people planning, performance, well-being and development). The team is composed of Support services managers (Finance managers, Supply Chain manager, HR Coordinator and various Support Services Team Leaders)
• Provide structured, well-planned and ongoing capacity building for the Support Services staff enabling them to deliver including through in-house training sessions and hands on mentoring support
• Develop and improve operational approaches, compliance and systems, and support the Country Director to build and deliver effective and sustainable interventions
• Responsible for the strategic development, management and implementation of the Support Services
• Ensure appropriate technical support is available to programs, ensuring programs are properly supported in the delivery of their activities and outcomes.

Operational management and development

• Supervise, spot-check, audit, control and implement corrective actions related to DRC’s operational standards within the areas of operation to ensure full compliance, this includes month-end closure, timely sharing of financial reports and creation of budgets for new proposals
• Ensure that DRC retains and continually develops its operational capacity to scale up and scale down its ability to provide services with a particular focus on procurement
• Develop a risk management plan for the country that identifies the major financial and operational risks and implement a mitigation strategy
• Put in place and maintain a well-functioning Master Budget for both Tanzania and Burundi. Frequently update the Country Office budget prognosis
• Identify both short term and long-term resource needs and translate these into objectives and priorities for future DRC projects in TZ&BDI
• Participate as a member of the SMT in the development of the mission, the Country Policies, and the Annual Review in accordance with DRC’s Global Policies and guidelines
• Ensure that all administrative and legal-related systems are compliant and maintained up to date
• Provide strategic guidance for national staff management, career & development
• Ensure an efficient ICT Operating environment is in place to meet operational needs

DRC Dynamics ERP System

• Ensure DRC ERP functionalities are properly rolled out and used by relevant staff
• Ensure quality and timely creation of new budgets in Dynamics
• Apply reports and data analytics from DRC Dynamics to improve overall performance

Technical Line Management responsibilities

• Provide technical guidance and support to other Employees in same technical area, who report to a different Manager
• Advise on and promote understanding and application of DRC policies, procedures and principles
• Systematically raise non-compliance issues in support services functions and agree on mitigation measures.
• When relevant, drives development of policies and standards in region or country and/or localizes global policies to country level

About Kibondo/ Kigoma:

The Kigoma Region in Tanzania is bordering Lake Tanganyika and has a relatively low population density. The refugee hosting area within Kigoma host over 200,000 refugees mainly from Burundi and the Democratic Republic of Congo. In Kibondo/Kasulu the climate is mild, the environment is green and in general the situation is safe. Kibondo is a small rural town with limited services. Currently the R&R cycle is every 10 weeks.

About you

To be successful in this role we expect you to have an extensive experience of management and have worked both strategically and operationally with several of the tasks above. We hope to hear from you if you have a proven leadership skills and strong experience in people management and have at some point in your career worked with different donors or support sectors. Moreover, we also expect the following:

• Experience and technical competencies:

• Minimum of 5 years work experience in a similar role with an INGO with an annual budget of over 10 million USD
• Proven leadership skills and strong experience in people management, including capacity building of national staff
• Relevant university Master’s degree (e.g. international development, economics) with specialization in administration management
• Proven operational management experience and capability
• Proven experience with an ERP system
• Proven significant financial, information and systems management experience
• Significant experience in procurement and tender processes
• Proven analytical and critical thinking skills
• Excellent communication, interpersonal and influencing skills with a well-developed ability to motivate and persuade at high levels
• Proven ability to lead and work effectively with others to achieve results
• Understanding of and experience with institutional fundraising and experience working with key humanitarian donors like UN agencies as UNHCR, WFP, UNICEF and other donors like EU, ECHO, US government donors
• Excellent Computer Skills (MS Office, Internet) and an advanced proficiency in Excel are required
• Prior work experience in the East Africa Great Lakes region is an asset
• Prior experience with DRC as a HoSS is an asset
• Willingness to travel and life and work in remote areas
• Full professional proficiency in English; French and Kiswahili fluency is an asset

Desired skills and competencies

You have the ability to motivate and guide staff and thrive on the capacity building side of your job. You are known to be a strong, confident and active leader, who on the one hand is inclusive, approachable and good at delegating, while on the other hand is not afraid to stand alone and take tough decisions.

You have a natural talent for working analytically and find that you excel in tasks concerning development of systems and procedures, ensuring compliance, and interpersonal communication. You have strong problem-solving ability. Last, but not least, you thrive by working in complex emergency operations within a changing and at times insecure environment and as a result have a natural ability to work well under pressure reflecting your solid personal stamina

In this position, you are expected to demonstrate DRC’ five core competencies: 

Striving for excellence: You focus on reaching results while ensuring an efficient process. 

Collaborating: You involve relevant parties and encourage feedback. 

Taking the lead: You take ownership and initiative while aiming for innovation. 

Communicating: You listen and speak effectively and honestly. 

Demonstrating integrity: You uphold and promote the highest standards of ethical and professional conduct in relation to our values and Code of Conduct, including safeguarding against sexual exploitation, abuse and harassment.

We offer

Contract length: 24 Months of Contract, with possibilities of extension

Band: E1

Designation of Duty Station: Kibondo, Tanzania with frequent travel to Burundi

Start date: February or March 2025

Salary and conditions will be in accordance with Danish Refugee Council’s Terms of Employment; please refer to our website.

Application process

All applicants must upload a cover letter and an updated CV (no longer than four pages) in English. Applications sent by email will not be considered.

Closing date for applications: 5th  December 2024

For further information about the Danish Refugee Council, please consult our website drc.ngo