Shared Services Coordinator
The International Rescue Committee responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. Founded in 1933 at the request of Albert Einstein, IRC offers life-saving care and life-changing assistance to refugees forced to flee from war or disaster. At work today in more than 40 countries and in 22 U.S. cities, IRC restores safety, dignity and hope to millions who are uprooted by conflict or disaster. IRC leads the way from harm to home.
The Shared Services Coordinator (SSC) is responsible for ensuring efficient and effective delivery of Administration, IT, Travel and Transport support functions by the Middle East Shared Services Unit (SSU) based in Amman, Jordan. The SSU provides support to the IRC entities based in Amman; these include the IRC Jordan Country Program, the IRC Syria Country Program, the Middle East Regional Office, the Ahlan Simsim Project, the Airbel Innovation Hub, and the Director of International Safety and Security. 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.
· Act as the main liaison and focal point between the Regional Office, Jordan Country Program and Syria Country Program for all shared services assigned to the department, and maintain clear and up to date communication channels.
· Understand the usual and unusual needs of the three offices and manage to coherently address them in a timely, professional and efficient manner.
· Analyse the current service channels, offices’ demands and service gaps (if any), and develop administrative and support service policies, procedures, guidelines and minimum standerds; 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 to DDO.
· Develop user-friendly flow charts of common practices, presenting steps involved, supporting documentation needed, lead time and responsible persons (by position) for each step, to be shared with all staff upon approval of DDO.
· 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.
Budgeting and Financial Management
· Ensure timely processing of all administrative payments; work with the Finance Department to compile and process invoices related to operations expenditures 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.
· Monitor liquidation of cash advances, in close cooperation and follow up with the Admin and Finance teams.
· Manage shared budget allocations for rent, office space, utilities, insurance, communications and communal office supplies, ensure compliance with IRC and donor regulations, policies and procedures, analyze SSU budget to maximize efficiency and reduce deficit (if any), plan spending in order maximize available funds.
· Review and approve all petty cash payments related to shared support services unit in accordance with IRC’s cash policies. **
Liaison and Governmental Relations
· Responsible for ensuring that agency registration, governmental registrations, insurance and permits are in place for all facilities and vehicles.
· Responsible for ensuring that visas, residencies and work permits for all IRC staff and visitors are in place and renewed on time, and for sharing weekly updates with staff who documents are being processed for.
· Ensure applications and documents submitted to Government Departments and Ministries are followed up in a timely manner.
· Act as the focal point for liaison with IRC’s law firm, referring legal matters as appropriate to Country Directors and Regional HR Director for action and decisions.
· Oversee administrative support services unit and ensure a timely, professional delivery of services to all.
· Review existing SOPs, monitor global updates, communicate upcoming needs and adjust work procedures accordingly and in communication/coordination with senior management.
· 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 recurrent 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.
· Oversee facilities management services, by developing and utilizing appropriate trackers with preset targets/standards and service monitoring calendar, to ensure fully equipped, fully operational and highly maintained offices and guesthouses.
· Share the up to date facilities’ management trackers with the senior management on a monthly basis.
· Manage the conduction of main office monthly assessment and regular rounds, and propose costed enhancements and address needs/challenges in a timely manner.
· Conduct service feedback analysis on a quarterly basis to understand the level of satisfaction and plan/re-plan accordingly.
· 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, and manage landlord relations.
· Track and manage all lease agreements for facilities rented in Amman including contract renewal and contract terms and conditions, and supervise the preparation of rental contracts.
Visitor Services and Guest Assistance
· Establish a Visitor Welcome Service; ensure pre-arrival information is recieved, logistical arrangements are made (transport, accommodation), visas and necessary permits are obtained and support is extended on arrival.
· Coordinate visits for high level visitors; including understanding of necessary VIP protocols, managing logistical arrangements, trip agendas, meetings and in-country travel/trips.
· Ensure that Security and Reception staff of the main office are aware of daily visitors pre-arrival, that they are properly welcomed and registered.
Travel and Transportation Services
· Ensure efficient and effective travel procedures are in place, including airport pick-up and drop off services, and documentation readiness/validity prior to departure.
· Use IRC’s contracted travel service providers to ensure that flight tickets are booked for staff at cost-effective rates, and conduct annual analysis of demand and service provided, to guide the decision making at the Supply Chain department prior to the tendering process.
· Oversee the coordination and management of pooled vehicle services in Amman; fleet management; vehicle planning, scheduling and tracking, movement requests, equipment and spare parts, monthly reporting, drivers, and fuel consumption.
· Conduct a fleet utilization analysis, using statistical records from fleet trackers, and submit an analysis summary to senior management twice a year, highlighting findings, peeks, unusual trends, challenges and recommendations for enhancement.
· Work in collaboration with the Regional ICT Coordinator to oversee the IT function throughout Jordan; ensure 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.
· Maintain open and professional relations with team members, promoting a strong team spirit and providing oversight and guidance to enable staff to successfully perform in their positions.
· Lead with commitment, integrity and accountability to the “IRC Way – Global Standards for Professional Conduct”.
The IRC and IRC workers must adhere to the values and principles outlined in The 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.
Key Working Relationships:
Position Reports to: IRC Jordan Deputy Director Operations
Position directly supervises: Administration Manager, IT Sr. Manager and Transport Officer
Other Internal and/or external contacts:
Internal: Finance and Supply Chain teams, Regional ICT Coordinator, Regional Finance Director, Regional HR Director, Amman-based users of shared services
External: Government representatives, legal representative, contracted vendors and service providers
Job Requirements and Competencies:**
· Degree in Business Management, Logistics or equivalent – Masters degree preferred.
· At least 8 years’ experience in a similar position preferably with an INGO or multi-sector relief or development project.
· 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.
· A strategic planner who can innovatively recommend better practices, new SOPs, and develop efficiency enhancement and cost reduction tools and plans.
· Multi-tasking and ability to prioritize and sense urgency of matters independently.
· Strong leadership qualities and willingness to exercise initiative. Ability to set an example of leadership for staff in adhering to IRC management policies.
· Fluency in spoken and written English is essential.
· Fluency in Arabic is essential.
· Full professional competency in Microsoft Office Suite, especially Word, Excel, PowerPoint.
· A basic user of Visio Flow-charter, or with an ability to learn.
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 parental leave, gender-sensitive security protocols and other supportive benefits and allowances.**
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, disability or any other characteristic protected by applicable law.