Program Processing Manager NGO Job CWS

Primary Purpose

This role is responsible for managing all Program Processing activities in compliance with established Processing Guides (PGs). The position provides oversight on administrative, communication, and logistical functions to ensure efficient operations. The role also monitors the United States Refugee Admission Program (USRAP) implementation by Supervisors, Specialists, and front-line staff, ensuring targets, priorities, and quality standards are consistently met while maintaining strict adherence to the Processing Guides.

Responsibilities

Leadership and Management 50%   

• Provides direct supervision and leadership to the Program Processing Supervisors, Program Processing Associates as may be needed, including yearly performance evaluations, developing job descriptions, participating in hiring and coordinating leave.
• Develops and implements training modules for staff, in coordination with the Learning and Development unit and ensures that staff receive cross training on different aspects of refugee processing, and that they are monitored and evaluated.
• Ensure that quality checks (QCs) are conducted and feedback is provided to staff.
• Ensure coaching, mentoring, feedback and corrective action plans are being carried out where needed.
• Ensures clear performance expectations, effective communication, and proper onboarding and training are in place.
• Monitor staff time and attendance.
• Monitor and ensure a safe, healthy and professional work environment.
• Ensure direct reports access and use their benefits appropriately, including leave.
• Provide input on quarterly and/or annual staff and work projections, which contribute to programs annual budget.
• Determine and apply cost saving measures to ensure program sustainability.
• Support the Resettlement Support Centre (RSC) management to analyze assessment results for future training plans.

Compliance 20%

• Ensures all programs function strictly adhere to the Funder provided policies and procedures.
• Ensures development, implementation, dissemination, monitoring and adherence of PGs for cultural orientation.
• Conducts job function observations of Program Processing Associates to ensure compliance and identify performance gaps and training needs.
• Conduct and participate in regular process reviews to provide feedback and to monitor quality of work vis-a-vis the output.
• Report on departmental compliance and achievements to required internal and external stakeholders.

Program Administration 10%

• Assists in preparation of the budget and budget modifications.
• Obtains program processing related costs from partners and reviews budgets and invoices for accuracy.
• Develops and updates Processing Guides to enhance consistency and coordination.
• Assists in organizing the hiring and training of program staff.

Data Management and Analysis 10%

• Closely monitors the movement of cases through the RSC Africa refugee pipeline, and ensures cases are processed according to the Cooperative Agreement and prepares required statistics reports.
• Acts as the point person for staff inquiries related to the processing stages.
• Develops and implements department specific pipeline analysis to inform workload projections and staffing and to anticipate future workloads in coordination with the relevant Senior Managers.
• Manage reports and quality control checks that ensure accuracy and efficiency.

Representation/Engagement 10%

• Develops and maintains effective relationships with RSC Africa implementing partners, including Office of Refugee Processing (PRM/RP), United States Citizenship and Immigration Services (USCIS), International Organization for Migration (IOM), United Nations High Commissioner for Refugees (UNHCR), and U.S Initial Resettlement Providers (IRPs).
• Ensure the staff is professional when representing CWS/RSC Africa to refugees, partners, the funder and colleagues.
• Ensure partner communication from the department is professional, timely and proactive.  
• Represent organizational policies and culture to staff.

Additional roles and responsibilities 

• Undertakes other duties as assigned to support program and organizational objectives inclusive of any admin related tasks.

Qualifications

Experience

• A minimum of Eight (8) years relevant paid work experience including managing complex programs or operations.
• A minimum of Two (2) years of direct supervisory experience is required.
• A minimum of three (3) years working with vulnerable groups
• Previous experience in program management, training and capacity building is preferred

Skills

• Demonstrated leadership and team management skills.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills in English.
• Strong organizational and time management abilities.
• Proficient in Microsoft Office and data management tools.

Education & Certifications:  

Bachelor’s Degree in a relevant is required.

Abilities: 

• Demonstrates ability to work independently and make sound decisions while contributing at a management level.
• Exercises good judgment and seeks guidance when handling complex or unforeseen challenges.
• Maintains high performance standards with strong attention to detail and adherence to deadlines.
• Interacts professionally and effectively with colleagues, partners, refugees, and the general public.
• Manages a high-volume, diverse workload under pressure with competing priorities.
• Ensures the accuracy, integrity, and confidentiality of official records.
• Analyzes complex issues and provides practical, well-informed solutions.
• Works effectively with minimal supervision while supporting overall RSC Africa operations.

How to Apply

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