Shared Services Unit Coordinator

The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

The Shared Services Coordinator (SSC) is responsible for ensuring efficient and effective delivery of Administration, IT, Travel and Transport support functions by the Shared Services Unit (SSU) based in Amman, Jordan. The SSU provides support to all IRC entities based in Amman; these include the IRC Jordan Country Program, the IRC oPt Program, the Middle East and North Africa and Ukraine (MENAU) Regional Office, the Ahlan Simsim Project. The SSC acts as the primary focal person for all shared support services and leads the SSU team to ensure stakeholder satisfaction by demonstrating service-oriented practices. 

Responsibilities

SSU Organization
•    Develop administrative and support service policies, procedures and guidelines; make recommendations on policy and procedural change; revise policy and procedures as necessary in consultation with senior management and other relevant stakeholders.
•    Optimize support function workflows by studying processes, analyzing operating practices and developing streamlined procedures for support service requests and mandatory reporting; redesign systems as required and recommend redeployment of designated resources.
•    Maintain continuity of work operations by documenting and communicating necessary actions to senior management; determine continuing needs; highlight any irregularities; research and develop new services; set priorities for the unit.
•    Resolve administrative and support service problems by analyzing information; identify and communicate solutions.
•    Directly manage assigned support service staff; motivate a customer-service orientation; discuss expectations; set performance objectives; identify skills gaps; facilitate learning opportunities; provide coaching.
•    Strive to ensure that SSU delivers cost-efficient and effective solutions for supported clients.
•    Serve as SSU Communications focal point to GREWS/ Regional and Global leadership on all matters related to the activities at SSU to ensure key decisions and announcements are well disseminated to the staff and feedback well captured.
•    Directly supervise SSU staff via capacity enhancement and coaching (including liaising with IRC subject matter experts for additional coaching).  
•    Ensure performance objectives are set and SSU team receives regular performance feedback and appraisals as part of a structured performance management program.

Budgeting and Financial Management
•    Ensure timely processing of all administrative payments; work with the Finance Unit to compile and process invoices related to operations expenditure and ensure that charges are booked to relevant departments.
•    Work with Regional and Country Program Finance teams to devise shared cost allocations and financial processes to enable accurate charging of costs; provide inputs required for revisions to shared cost allocations.
•    Manage shared budget allocations for rent, utilities, insurance, communications and communal office supplies; ensure compliance with IRC and donor regulations, policies and procedures; analyze costs to maximize efficiencies; plan spending in order maximize funds available. 
•    Consolidate monthly cash forecasting for administration and operational needs; submit to the Finance department 
•    Review and approve all petty cash payments related to shared support services unit in accordance with IRC’s cash policies. 

Liaison and Governmental Relations
•    Act as the focal point for liaison with IRC’s law firm on all administrative matters such as lease, agreements, visas, work permits, registration, etc., referring legal matters as appropriate to Regional Vice President, Country Directors and Regional HR Director for action and decisions.
•    Ensure applications and documents submitted to Government Departments and Ministries are followed up in a timely manner.
•    Accountable for ensuring that agency registration, governmental registrations, insurance and permits are in place for all facilities and vehicles.
•    Accountable for ensuring that visas, residencies and work permit for all IRC staff and visitors are followed up and renewed on time.

Administrative Services
•    Oversee administrative support services.
•    Ensure that events (conferences, meetings and workshops) are well organized and executed – with quality improvement systems in place that respond to user feedback.
•    Utilize Master Purchase Agreements (MPAs) and Master Service Agreements (MSAs) established by supply chain to order goods and services for administrative needs. 
•    Ensure that a well-managed inventory control and distribution system is in place for communal office supplies, stationery and other admin consumables; analyze consumption and adjust the systems avoid waste and losses. 

Facilities Management
•    Oversee facilities management services to ensure fully equipped, fully operational and highly maintained offices and guesthouses.
•    Regularly review adequacy of space requirements; identify appropriate office space and facilitate housing for staff and short-term visitors; negotiate rental agreements, terms and conditions; manage landlord relations. 
•    Track and manage all lease agreements for facilities rented in Amman including contract renewal and contract terms and conditions; supervise the preparation of rental contracts.
•    Serve as lead Project Manager for all facilities related projects including new rentals, rehabilitations, and terminations. Reallocation of spaces and other planned / responsive projects as needed.

Visitor Services and Guest Assistance
•    Establish a Visitor Welcome Service; ensure pre-arrival information is sent, logistical arrangements are made (transport, accommodation), visas and necessary permits are obtained, and support is extended on arrival. 
•    Coordinate visits for high-level visitors; logistical arrangements, trip agendas, meetings and in-country travel.

Travel and Transportation Services
•    Ensure efficient and effective mechanisms for travel coordination are in place including airport pick-up and drop-off services and travel outside urban Amman.
•    Use IRC’s contracted travel service providers to ensure that flight tickets are booked for staff
•    Oversee the coordination of rideshare agreements for work-related travel within urban Amman. 

Information Technology
•    Work in collaboration with the Regional ICT Coordinator to oversee the IT function throughout Jordan and, as appropriate, towards supported regional entities; ensures adequate resourcing for IT requirements including staffing and budgets. 
•    Accountable for ensuring that required IT infrastructure is in place and configured; maintenance, repairs and security systems are in place and functioning optimally; user support and training is provided and local supply chain for IT requirements has been sourced. 

Supply Chain Activities
•    As and when needed, support the Procurement Management on tasks such as, but not limited to, procurement plans, distribution plans, inventory reports, etc.
•    Ensure the Procurement Manager maintains an accurate register of all IRC physical assets.
•    Ensure the Procurement Manager manages IRC’s regional archive with external provider.
•    Ensure procurement support for planning and hosting IRC workshops, conferences and other special events in Amman

Humanitarian Access and Security Activities
•    Supervises the Humanitarian Access and Security Manager for safety and security of all IRC staff and activities in Jordan. This responsibility is shared with the IRC Jordan Country Director and the Regional Safety and Security Director.  

Human Resources
•    Coordinate with the SSU HR focal point regarding the administration of National staff salaries, international staff benefits/allowances, new deployments and exits from Amman.
•    Oversee and track Expatriates benefits (Housing, deployment, shipments) in partnership with HR and Finance in concordance with Global Mobility and in alignment with the international manual for working in Jordan. 

Key Working Relationships: 

Position Reports to: Director, IHUB Nairobi. 
Position has Management-in-Partnership with: Regional Vice-President (meeting minimum every 2 weeks and as needed)
Position directly supervises: Administration Manager, IT, Humanitarian Access and Security Manager, Procurement Manager, Senior Finance Officer, People and Culture (HR) Officer.

Other Internal and/or external contacts: 
Internal: Finance and Supply Chain teams, Regional ICT Director, Regional Finance Director, Regional HR Director, Jordan and Syria Country Directors, Amman-based users of shared services, etc.
External: Government representatives, legal representative, contracted vendors and service providers

Job Requirements:

•    Degree in Business Management, Logistics, or equivalent years of experience.
•    At least 6 years’ experience in a similar position, preferably with an INGO or multi-sector relief or development project. Minimum 3 years’ staff management experience in a fast-paced environment.
•    Demonstrated experience of delivering high quality administration, facility and event management and logistical services.
•    Strong organizational skills, ability to coordinate and manage a diverse array of responsibilities
•    Ability to function effectively in complex work environment, set appropriate priorities and deal effectively with numerous simultaneous requests.
•    Flexibility. Proven team player with ability to cultivate and maintain good working relationships with colleagues and other organizations.
•    Ability to handle sensitive situations diplomatically with strong interpersonal and communication skills.
•    Demonstrated experience in mentoring/ capacity building of staff and commitment to staff training and development.
•    Strong leadership qualities and willingness to exercise initiative. Ability to set an example of leadership for staff in adhering to IRC management policies.

Languages Required/Preferred:  
•    Fluency in spoken and written English is essential
•    Fluency in Arabic is essential. 

Computer/Other Requirements:
•    Full professional competency in Microsoft Office Suite, especially Word, Excel, PowerPoint.  

Diversity and Inclusion: at IRC MENAU, we are passionate about creating an inclusive workplace that promotes and values diversity. Organizations that are diverse in age, gender identity, race, sexual orientation, physical or mental ability, ethnicity, nationality, and perspective are validated to be better organizations. More importantly, creating a safe workspace environment where everyone, from any background, can do their best is the right thing to do. So, bring your whole self to work.

Standard of Professional Conduct: The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct. These are Integrity, Service, Accountability, and Equality.

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