Operations Manager

Location: Ramallah, Palestine

Position Status: Full-time, Exempt

Duration: 6 months, renewable based on the fund.

Salary Level: 6A

About Mercy Corps

Mercy Corps is powered by the belief that a better world is possible. To do this, we know our teams do their best work when they are diverse and every team member feels that they belong. We welcome diverse backgrounds, perspectives, and skills so that we can be stronger and have long term impact.

The Program and Department 

Since 1986, Mercy Corps has helped Palestinians in the West Bank and Gaza access critical services and become more economically self-sufficient. Our goal is that Palestinians are empowered to meet their basic needs and overcome the negative effects of the occupation and internal political divisions, while becoming more economically self-sufficient and civically engaged in order to live with greater dignity and create a brighter future. The escalation of conflict that began on October 7, 2023, has sharply exacerbated the humanitarian crisis in Gaza and the region. With funding from ECHO, BHA, and multiple other donors, Mercy Corps and its partners are actively working to respond to the crisis to ensure households are better able to meet their basic needs, while continuing support to the West Bank to capitalize on pockets of opportunity to overcome barriers and support the development of the local economy.

The Operations Department 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 Position

The Operations Manager is a key person within the country's Senior Management Team, and ensures the operations and security resources are planned and utilized towards effective program support. The Operations Manager plays a key role in the overall leadership of the country program under the guidance of the Country Director. As a member of the senior management team at the country level, the Operations Manager shares the overall responsibility for the direction and coordination of the Mercy Corps country operation and security activities under the direct supervision of the Country Director.

Essential Responsibilities

• 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. 
• 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. 
• 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 operations director will have certain representation at the discretion of the country director. 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.)

Responsibilities of Operations Manager:  

As a member of senior management, the operations director is responsible for but not limited to key responsibilities of strategic oversight, development and implementation of policies and procedures and resource management. 

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 for 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. 

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 of Mercy Corps finance policies and procedure and others (i.e. Program Management Manual, National Staff Handbook, etc.)
• Act as focal point from operations 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 regional safety and security advisor to ensure updates on required country-level security management plans, contact card, 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 Country Director.
• 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 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 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 & reach objectives.
• Promote accountability, communicate expectations and provide constructive feedback informally and formally via regular one on ones 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.

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 – Procurement Manager, Operations Officer, IT, Security Focal Points

Indirect/dual – Field Operations Director

جميع الحقوق محفوظة لموقع جوبس.

Accountability

Reports Directly To: Country Director

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. 
• 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; proficiency in Arabic is a plus.
• Ability to work effectively with an ethnically diverse team in a sensitive environment.

Success Factors

The successful Operations Manager will be good at problem solving and have the ability to work out methods to deliver successful programs while demonstrating excellent stewardship of donor funds and compliance with Mercy Corps and donor regulations. They 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. They 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 Ramallah, Palestine and it requires up to 40% travel to support country programs, which may include travel to insecure locations where freedom of movement is limited and areas where amenities are limited.

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

Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world's most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives.

We recognize that diversity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.

Equal Employment Opportunity

Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse 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.

Safeguarding & Ethics

Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC and have signed on to the Interagency Misconduct Disclosure Scheme. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct elearning courses upon hire and on an annual basis.

As an applicant, if you witness or experience any form of sexual misconduct during the recruitment process, please report this to Mercy Corps Integrity Hotline ([email protected]).

Interested candidates are encouraged to apply online HERE no later than 12:00PM on Wednesday,02 April 2025.  Only short-listed candidates will be contacted.