Senior Operations Officer at Mercy Corps

Job Description

Description

Location: Lusaka, Zambia

Position Status: Full-time

Risk Level: ☐ Level 3 X Level 2 ☐ Level 1

(Level 3: Frequent contact with participants, direct contact with children, access to sensitive data, and/or high level of accountability.

Level 2: Some contact with participants; unplanned non-direct contact with children.

Level 1: Likely to have no contact with participants or sensitive data)

About Mercy Corps

Mercy Corps is a leading global organization powered by the belief that a better world is possible. In disaster, in hardship, in more than 40 countries around the world, we partner to put bold solutions into action — helping people triumph over adversity and build stronger communities from within. Now, and for the future.

Mercy Corps is a recognized global leader in Market Systems Development (MSD) where we apply a systemic, inclusive approach to catalyze sustainable improvements in markets that benefit vulnerable groups—particularly women and youth. Resilience building is an agency priority and involves using a systems-based approach that builds on proven solutions, accesses new ideas and information, and integrates multiple sectors and partnerships to strengthen food and water security, economic opportunities, and climate change adaptation. Southern Africa continues to experience recurrent environmental, economic and social shocks affecting the wellbeing of its communities and undermining development investments. Mercy Corps will continue to contribute to the well-being of rural and urban communities by building household capacities and strengthening systems and institutions.

The Program / Department / Team

The Swedish International Development Cooperation Agency (SIDA)-funded Building Enterprise Development and Employment Creation program (BEDEC) aims to increase the productivity and competitiveness of small and medium-sized enterprises (SMEs) in the agricultural sector, thereby driving income growth and productive employment in the Zambian economy. BEDEC will target over 100,000 SMEs, with a particular focus on women and youth. Specifically, BEDEC supports SMEs in becoming more productive and competitive by improving their access to key services for smallholder farmers, youth, and women. The program promotes SME growth to enhance employment opportunities and strengthens enabling environments and institutional capacity for SMEs within Zambia’s economy. BEDEC employs a strong and rigorous market systems development approach, playing a key facilitation role to drive scale, sustainability, and impact.

The Position

The Senior Operations Officer is a senior management position on the Mercy Corps Zambia which ensures the operations and security resources are planned and utilized towards effective program support. The Senior Operations Officer plays a key role in the overall leadership of the country program under the guidance of the Team Leader. As a member of the senior management team at the country level, the Senior Operations Officer shares the overall responsibility for the direction and coordination of the Mercy Corps in-country operation and security activities. The role provides key support to the entire country program in procurement, asset, warehouse, fleet and facilities management, as well as safety and security management for successful program implementation. The role ensures that Mercy Corps Program support is planned and executed with quality, accountability, and measurable efficiency.

Essential Responsibilities

STRATEGIC OVERSIGHT

Strategic oversight, direction and advice on all aspects of Mercy Corps operations management, aiming at the achievement of the following results:

Successful contribution to implementation of country operations strategies and establishment of management guidelines.
Advice on operations strategies, policies and plans affecting operations, program deliverables and staffing.
Analyzing Mercy Corps’ operating environment in the country and adjusting operations and providing advice on contextual changes.
Guide Mercy Corps’ operational strategies and activities.
Successful implementation of operational strategies and direct establishment of management achievements with operations.
Maintain regular control on operations budget and identify any exceptions or possible implications of under / overspending in a timely manner.
Promote continuous organizational learning culture with the empowerment of individuals and teams with the identification of learning needs. Create learning opportunities and ensure access to available learning resources.

OPERATIONS AND PROCUREMENT

Manage reliable and cost-effective operations and effective implementation of the strategies of Mercy Corps towards the right direction, including supervision of facilities & office management, information technology, procurement, asset management, fleet management and warehouse management.
Systems management for the smooth flow of routine, operations work of the Mercy Corps office and program support operations in Logistics, Procurement, Fleet, & IT.
Supports the program team on timely provision of operations support and security monitoring and advising at the highest standard.
Ensures compliance requirements of Mercy Corps and rules and regulations specified by the donors and host governments.
Oversee procurement and ensure all purchases adhere to MC procurement policies
Provide technical support and back-stop to field operations staff.
Provides management information for decision making as required.
Support developing budgets for operations activities of country programs as an integral part of program proposal development and country level budgeting.
Represents Mercy Corps as required in coordination with country management. As a senior management team member, the Senior Operations Officer will have certain representation at the discretion of the Team Leader. The level of representation may vary depending on the country’s context at a given point in time (i.e. Local Logistics Cluster, NGO Working Groups, etc.)
Conduct regular field visits for better understanding of country specific operations ‘context and provide appropriate support.

IMPLEMENTATION OF POLICIES AND PROCEDURES

Implementation of appropriate operations policies and procedures that comply with Mercy Corps’ policies and procedures and with donor rules and regulations focusing on the achievement of the following results:
Full compliance of operations with Mercy Corps Global Supply Chain Operations policies, procedures and processes.
Provide strategic, technical and managerial leadership in implementation of Global Supply Chain policies in the country program.
Ensure ongoing full compliance with Mercy Corps finance policies and procedures and other guidelines (i.e. Program Management Manual, National Staff Handbook, etc.)
Act as the operations focal point for all internal and external audit matters in coordination with country management.
Provide expert advice on Mercy Corps policies regarding resource management, tools, etc.
Development of local policies and procedures with the support of country management and implementation of them.

ACCESS & SECURITY

Manage expatriate work permit and visa processes and track developments around INGO access constraints.
Liaise with the regional safety and security advisor to ensure updates on required country-level security management plans, contact cards, and visitor briefings.
Document country-level incidents via proper templates and channels when/as needed.
Ensure compliance with security procedures and policies as determined by Team Leader.
Proactively ensure that team members operate in a secure environment and are aware of policies.

RESOURCE MANAGEMENT

Effective and efficient resources management in administration, procurement, logistics and IT on the achievement of the following results:
Ensure effective management of administrative / logistics resources and reporting in a systematic, transparent and efficient manner to country management.
Responsible for the provision of high quality and timely procurement and other program support.
Exercising oversight over procurement processes and logistics ensuring compliance with Mercy Corps procurement policies and procedures as well as donor rules and regulations.
Oversee provision of transport and travel support (international and domestic).
Oversight on maintenance of proper custody of Mercy Corps assets, warehouse inventory, and general inventory.

TEAM MANAGEMENT

Develop the capacity of the team, deepen understanding of their roles, and assist with career development.
Assist team members with information, tools and resources to improve performance and reach their objectives.
Promote accountability, communicate expectations and provide constructive feedback informally and formally via regular one-on-one and performance reviews.
Create and sustain a work environment of mutual respect where team members strive to achieve excellence.
Hire, orient and lead team members as necessary.
Work with all Mercy Corps staff to ensure smooth introduction and adoption of operational systems.

PROGRAM SUPPORT

Work closely with the program team, and other head of departments to ensure smooth, efficient and effective implementation of programs
Create and maintain systems ensuring effective and transparent use of financial resources.
Ensure that the country has operational capacities (human and technical) for smooth program operations.
Ensure internal and donor procedures, policies, and guidelines are followed.
Support the country start up process and the set-up of new field offices (if applicable) including ICT and logistics and administrative functions
Provide support to programs in developing and periodically reviewing procurement plans
Oversee databases management for procurement, ICT, and logistics documents.
Standardize procedures and tools across all offices.
Ensure proper archiving of operations documents for potential audit purpose (keep record of both hard and soft copies of documents
Actively participate in coordination meetings with program and other departments’ leads

SAFEGUARDING RESPONSIBILITIES

Actively learns about safeguarding and integrates it into their work, including safeguarding risks and mitigations related to their area of work.
Practices the values of Mercy Corps including respecting the dignity and well-being of participants and fellow team members.
Encourages openness and communication in their team; encourages team members to submit reports if they have any concerns using reporting mechanisms e.g., Integrity Hotline and other options.

Supervisory Responsibility

Direct – Operations officer, Administration Assistant, Drivers

Accountability

Reports Directly To: Team Lead – BEDEC Program

Works Directly With: Program Team, Finance Department, HR Department, MCG/MCE HQ Compliance, and others

Accountability to Participants and Stakeholders

Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring, and evaluation of our field projects.

Minimum Qualification & Transferable Skills

BA/BS degree in a relevant field.
Minimum of 4 years’ senior management experience in a corporate or an INGO sector, including experience in operational support including developing strategies.
Sound knowledge of administrative and logistics procedures is highly desired.
Proven supervisory ability and/or technical skills combined with leadership skills.
Strong interpersonal skills and ability to establish and maintain effective working relationships with colleagues in a diversified multi-cultural and multi-ethnic working environment.
Skills in managing, organizing, planning and implementing assigned tasks under pressure of frequent and tight schedules.
Strong ability to apply good judgment and decision-making skills in difficult and complex working environments.
Demonstrated analytical and problem-solving skills in handling management and coordination issues at country program level.
Effective verbal and written communication, organizational, prioritization, and Microsoft Office applications.
Excellent oral and written English skills required.
Ability to work effectively with an ethnically diverse team in a sensitive environment

Success Factors

The successful Senior Operations Officer will be good at problem solving and can work out methods to deliver successful programs while demonstrating excellent stewardship of donor funds and compliance with Mercy Corps and donor regulations. H/She will maintain strong cooperative relationships with other departments and interact effectively with international and national personnel both in a managerial as well as training capacity, while demonstrating the ability to multi-task, meet deadlines and process information in support of changing program activities. H/She will be able to live and work closely with a diverse team of individuals in a highly intense and fluid work and security environment and be willing to travel regularly to Mercy Corps field offices and project sites. The most successful Mercy Corps staff members have a strong commitment to teamwork and accountability, thrive in evolving and changing environments, and make effective written and verbal communication a priority in all situations.

Living Conditions / Environmental Conditions

The position is based in LUSAKA-ZAMBIA, and it requires up to 20% travel to support country programs.

Ongoing Learning

In support of our belief that learning organizations are more effective, efficient and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development

Team Efficiency and Effectiveness

Achieving our mission starts with how we build our team and collaborate. By bringing together individuals with a variety of experiences, backgrounds, and perspectives, we strengthen our ability to solve complex challenges and drive innovation. We foster a culture of trust and respect, where every team member is valued for their contributions, empowered to reach their full potential, and motivated to do their best work.

We recognize that building a strong and effective team is an ongoing process, and we remain committed to learning, improving, and growing together.

Equal Employment Opportunity

Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out different backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained global impact.

We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.