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Feedback and Response Manager - BaghdadSector: Monitoring &…










Requisition ID: req3718
Job Title: Feedback and Response Manager - Baghdad
Sector: Monitoring & Evaluation
Employment Category: Regular
Employment Type: Full-Time
Location: Iraq
Job Description
BACKGROUND
Founded in 1933, the International Rescue Committee is a prominent international organization working in relief, rehabilitation, protection, post-conflict development, resettlement services and advocacy for those uprooted or affected by violent conflict and oppression.
Working in coordination with the humanitarian community, the IRC currently addresses the needs of war-affected populations from several operational bases across Iraq. Our activities in Iraq focus primarily on Economic Recovery and Development, Education, Legal assistance, and women and children’s protection, and form part of an over-arching humanitarian response in Jordan, Lebanon, Syria, and Iraq and the region that seeks to assist refugees, IDPs and war-affected people survive conflict and displacement.
Position Overview
The purpose of the Feedback and Response Manager position is to manage and strengthen the country program’s feedback/complaint system and services in compliance with organizational, regional, and country program policies and best practices. Position responsibilities include establishing and managing the operational framework; delivering feedback and complaint services; handling collection, analysis and presentation of data for decision-making; and developing individual and organizational knowledge. The position requires an active management style and the ability to forge strong working relationships across programming and operations units.
As a member of the Monitoring and Evaluation team, this position will report to the Monitoring, Evaluation, Accountability and Learning (MEAL) Coordinator and operationally managed by the senior area coordinator in Baghdad.
Job Responsibilities
Lead development and maintenance of operational framework
· Produce and maintain annual work plan and operating budget.
· Incorporate protection safeguards, supervise implementation and take corrective measures.
· Develop and revise job descriptions, terms of reference and other performance management documents.
· Coordinate consultations with stakeholders to inform system design and implementation with the MEAL team.
· Implement the risk management plan in close coordination with country management, human resource and safety/security personnel on risk management.
Manage delivery of feedback/complaint services
· Develop detailed implementation plan for Feedback and Response Mechanism introduction.
· Coordinate development and implementation of public information campaign and materials.
· Manage set up and operation of communication channels in collaboration with field managers.
· Coordinate development and update of resource package to support complaint handling and referrals.
· Supervise and assist staff and working groups to implement processes and procedures.
· Follow up on and assist with case management progress and deadlines.
· Facilitate internal and external referrals.
Manage data for decision-making
· Use and maintain software (JIRA ticketing system) to manage data in close coordination with information technology staff.
· Analyze and report on feedback/complaint data.
· Produce presentations and special reports.
Lead knowledge development
· Assist orientation of general staff to feedback/complaints policy and procedures.
· Design and deliver trainings, provide technical assistance, and support other professional development.
· Create and maintain electronic resource library (e.g. other organizational feedback mechanisms).
· Represent country program in internal/external forums.
Coordinate and collaborate with other organizations
Working Environment
The position will be based in Baghdad Iraq with Frequent travels within Iraq mainly Erbil, Salaheddine, Anbar, and Mosul and possibly to other countries in the region where IRC operates.
Standards of Professional Conduct:
The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct. These are Integrity, Service, and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.
Gender Equality
IRC is committed to narrowing the gender gap in leadership positions. We offer benefits that provide an enabling environment for women to participate in our workforce including maternity leave, gender-sensitive security protocols and other supportive benefits and allowances. Qualified female candidates are strongly encouraged to apply.
Attention Returning National Candidates:
IRC strives to attract, motivate and retain qualified national staff in our programs. We strongly encourage national or returning national candidates to apply for this position. If you are a national of the country in which this position is based and are currently located outside of your home country and possess over two years of international work experience, IRC has introduced an attractive remuneration package. The package includes competitive compensation, return flight to post, shipping allowance, temporary housing and a relocation allowance. Certain restrictions may apply.
Qualifications
Given the nature of the contract, only Iraqi Nationals will be considered as applicant.
Education: Bachelor degree or above
Work Experience: Three to five years in field program management, monitoring and evaluation, and/or social services, with case management experience and interaction with beneficiaries strongly preferred
Demonstrated Skills and Competencies:
· Demonstrated experience with program design, planning, and management, preferably with remote programming.
· Experience supervising staff and working with multi-disciplinary teams.
· Excellent interpersonal and communication skills.
· Working knowledge of monitoring and evaluation systems and tools.
· Demonstrated ability to effectively analyze, interpret and present data.
· Excellent writing and editing skills.
· Experienced user ofMS Office (Word, Excel, Access, PowerPoint) and database management software; familiarity with mobile data collection preferred (such as ODK/Ona).
· Strong self-initiative, and ability to be flexible under pressure and lead team in fast-paced environment.
· English and Arabic required. Kurdish is an asset.
IRC is an Equal Opportunity Employer IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status or disability.

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