Head of Support Services

Job Description

Who are we?

The Danish Refugee Council assists refugees and internally displaced persons across the globe: we provide emergency aid, fight for their rights, and strengthen their opportunity for a brighter future. We work in conflict-affected areas, along the displacement routes, and in the countries where refugees settle. In cooperation with local communities, we strive for responsible and sustainable solutions. We work toward successful integration and – whenever possible – for the fulfillment of the wish to return home.

The Danish Refugee Council was founded in Denmark in 1956, and has since grown to become an international humanitarian organization with more than 7,000 staff and 8,000 volunteers. Our vision is a dignified life for all displaced.

All of our efforts are based on our value compass: humanity, respect, independence and neutrality, participation, and honesty and transparency.

DRC Syria

DRC has been actively operating in Syria since 2008 mainly supporting refugees. In June 2012, DRC was authorized by the Syrian Ministry of Foreign Affairs (MoFA) to expand its humanitarian efforts and provide assistance to IDPs and the vulnerable resident population countrywide. Since then, DRC activities have been focused on NFI distributions, Shelter, WASH, Protection, Education, Livelihoods and Mine Risk Education in six Governorates (Damascus, Rural Damascus, Dara'a, Aleppo, Hama, and Homs). While Protection/community service activities are provided to beneficiaries throughout our Community Centers.

About the job:

Danish Refugee Council is a leading protection agency pursuing our mandate to protect and promote durable solutions to displacement-affected populations on the basis of humanitarian principles and human rights. In the Middle East (ME), DRC applies a regional approach with operational presence in Jordan, Lebanon, Syria, Turkey, Iraq and Yemen.

The HoSS will ensure the existence of an effective and efficient support services in areas of Finance, Administration, Human Resources, IT and Supply Chain. The HoSS will play a key role in developing and implementing country specific strategies as well as improving operational systems, processes and policies in support of DRC’s mission in Syria. The HoSS will be a member of the Senior Management Team, with overall responsibility of program support and timely completion of annual performance indicators under support functions. The HoSS will play a significant part in qualifying and implementing initiatives coming from the global and regional DRC organizational development and financial accountability initiatives. Furthermore, the HoSS will ensure timely and appropriate communication with Area Managers, Sector Managers and Project Managers concerning all issues related to finance, supply chain, administration and human resources and work proactively to resolve differences and prioritize time-sensitive tasks.

This role has a country focus and ensures compliance to DRC procedures and guidelines within the country. The role contributes to the development of country strategies, which are translated into action plans and day-to-day tasks and is a focal point for DRC Dynamics. The role provides support and/or technical guidance to country operations while overseeing country activities.

Responsibilities:

Management

• Lead and manage the Support service teams Managers and technically manage area support services team (including people planning, performance, well-being and development).
• Manage, deliver and report on current operations programme support in geographic scope.
• Establish high performing support teams ensuring high-quality approaches are maintained.
• 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 operations.
• Ensure appropriate technical support is available to programs, in line with organizational priorities.
• Ensure support for annual planning and review processes.
• Direct responsibility for ensuring that the DRC Programme operates in accordance with DRC’s support function guidelines.

Operational Management

• Oversee the operational support units for the country by providing strategic leadership and technical support to the areas under his/her supervision.
• Ensure that DRC retains and continually develops its operational capacity to provide rapid emergency response in particular within its procurement and transport systems.
• 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-related systems are accurate and maintained.
• Work to build the capacity of the operational support staff throughout the operation though frequent in-service training sessions and mentoring support.
• Contribute to the development and implementation of DRC’s global development initiatives.

Budget Management

• Ensure that the Country Master Budget is updated on a regular basis and is used to adequately prepare project proposals or cost cutting measures.
• Develop country office support services budget including staff costs for all donor project proposals and track spending on regular basis to ensure budget is used according to plan.

Risk Management

• Support the Country Director and the Senior Management Team in liaising with donors, auditors and authorities, especially as relates to issues of compliance, registration, and audit respectively
• Supervision, audits and controlling and implementation of corrective actions related to DRC’s operational standards within support area.
• Support Senior Management to ensure risk register is up to date and action plan is implemented accordingly.
• Participate in audit kick-off and exit meetings and ensure cooperation at all time during every audit field works. Lead on providing management response on each audit report.

DRC Dynamics ERP System

• Ensure ERP functionality is properly used by relevant staff.
• Apply reports and data analytics from DRC Dynamics to improve overall performance.
• Act as heavy user for most of the Projects & Finance functionalities

Experience:

• At least 7 years' management experience in relevant field
• Proven operational experience in one or more of the following thematic areas:
• financial, supply chain, human resources and information management
• Minimum 3 years’ experience playing similar role, preferably in an international NGO
• Previous experience as Country Senior Management is preferred
• Previous experience of working in the Middle East is preferred
• Proven leadership skills and a competence in people management
• Proven operational management experience and capability, including in conflict areas.
• Proven operational experience in one or more of the following thematic areas:
  • Understanding and experience of institutional fundraising
  • Understanding of the countries in which DRC operates and sensitive to the cultural context
  • Experience working in an ERP system, including supply chain, finance and HR systems
  • Full professional proficiency in English

Education

Master's degree in international development, economics, business management or other relevant field.

Languages

• Fluency in written and spoken English required;
• Arabic language skills would be an advantage

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 act in line with our vision and values.

We offer:

Contract length: one year (Extension based on performance and funds)

Level: Management – E1

Location: Damascus – Syria

Expected Start date: 01st of January-2025