KE-Program Processing Supervisor (N) at Church World Service

Primary Purpose

• The Program Processing Supervisor is responsible for overseeing the end-to-end implementation of case processing activities across the Nairobi office and field operations. This role ensures that all processing functions are executed efficiently, targets are achieved, and standard operating procedures are strictly adhered to.

Responsibilities
Leadership and Performance management (25%)

• Provide effective team leadership and supervision in line with CWS standards, ensuring staff understand and adhere to organizational policies, procedures, and values.
• Set clear performance expectations, manage staff performance, and conduct annual performance evaluations.
• Support staff development through coaching, mentorship, and implementation of corrective action plans where necessary.
• Foster a safe, respectful, and professional work environment, promoting open communication, safe-space practices, and proper escalation channels.
• Maintain accurate and up-to-date job descriptions and ensure proper administration of staff benefits.
• Collaborate with the Program Processing Manager to contribute to strategic planning and the achievement of RSC Program goals.
• Provide input into quarterly and annual staffing plans and workload projections to support program budgeting processes.
• Regularly engage in frontline processing activities to identify operational gaps and implement practical solutions.
• Recommend and apply cost-saving and efficiency measures to enhance program sustainability and effectiveness.

Data Management and Analysis (20%)

• Develop and implement effective work plans for Program Processing staff, ensuring timely and accurate completion of case processing duties.
• Monitor the progression of cases across the United States Refugee Admissions Program (USRAP) pipeline, ensuring alignment with established priorities and timely case advancement.
• Serve as the primary point of contact for staff inquiries related to case processing, providing guidance and resolving issues as needed.
• Design and implement reporting tools and quality control checks to promote accuracy, efficiency, and compliance across all processing activities.
• Continuously assess operational processes and identify opportunities to improve performance and ensure effective resource utilization.

Program Administration (20%)

• Work closely with the Pipeline and Case Quality team to develop necessary reports and system filters, provide feedback on system gaps, and ensure timely communication and training of program staff on updates and requirements.
• Develop, implement, and monitor work plans for direct reports, ensuring alignment with program objectives.
• Track and report progress toward achievement of annual goals and performance targets.
• Allocate staff and resources effectively to ensure timely, efficient, and high-quality service delivery in coordination with Program Management.
• Facilitate onboarding and training of new staff to ensure smooth integration and adherence to procedures.

Compliance (15%)

• Ensure all program processing functions strictly adhere to Bureau for Population, Refugees, and Migration (BPRM), United States Citizenship and Immigration Services (USCIS), Refugee Processing Center (RPC), CWS, and RSC Africa policies, guidelines, and procedures.
• Oversee the development, implementation, dissemination, and monitoring of Processing Guides for refugee case processing under the U.S. Refugee Admissions Program (USRAP) in sub-Saharan Africa.
• Conduct regular job function observations of Program Processing staff to ensure compliance, identify performance gaps, and recommend targeted training or process improvements.
• Lead and support periodic process reviews to assess alignment between procedural requirements and actual outputs, ensuring continuous improvement.
• Demonstrate capacity to perform frontline case processing
• Conduct regular quality control checks to ensure accuracy, completeness, and proper updating of case information in START (a Secure Refugee database).

Representation and Engagement (10%)

• Ensure all communication with partners is professional, timely, and proactive, maintaining strong and effective working relationships.
• Promote and uphold organizational policies, values, and culture across all program activities.
• Ensure staff consistently demonstrate professionalism when representing CWS/RSC Africa to refugees, partners, donors, and colleagues.

Staff Care (5%)

• Promote and maintain a safe, healthy, and professional work environment for all staff.
• Ensure direct reports understand and appropriately access their benefits, including leave entitlements.
• Foster a supportive workplace culture by promoting safe-space practices, open-door communication, and effective use of escalation channels.
• Set and communicate clear expectations to create a consistent, transparent, and accountable work environment.

Additional Responsibilities (5%)

• Undertakes additional work-related duties as agreed upon by Programs leadership to support Programs and CWS/RSC Africa, including administrative tasks
• Any other duties as assigned

Experience
Qualifications

• A minimum of six (6) years paid work experience required.
• A minimum of one-year (1) direct supervisory experience is required.
• A minimum of three (3) years of direct USRAP experience is preferred.
• A minimum of one (1) year of START database experience is preferred.

Skills

• Knowledge of the USRAP policies and procedure is preferred
• Excellent verbal and written communication skills in English.
• Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Strong organizational, multitasking, and time management skills with the ability to meet tight deadlines.

Education & Certifications

• Bachelor’s degree in relevant field is required.

Abilities

• Demonstrate flexibility and adaptability in responding to changing priorities, including reassignment of duties at short notice.
• Perform a full range of case processing responsibilities, including case management, field processing, and facilitation of Cultural Orientation sessions.
• Supervise staff to ensure policies, procedures, and standard operating guidelines are consistently implemented and followed.
• Maintain high performance standards with strong attention to detail, ensuring tasks are completed accurately and within established timelines.
• Exercise sound judgment and seek guidance appropriately when addressing complex or unforeseen challenges.
• Interact professionally and courteously with colleagues, partners, refugees, external agencies, and members of the public.
• Effectively manage a large and diverse workload under pressure, balancing competing priorities.
• Maintain the integrity, accuracy, and confidentiality of official records.
• Analyse complex issues, develop solutions, and make informed decisions.
• Work both independently with minimal supervision and collaboratively as part of the broader RSC Africa team.

Important Requirements

• Strong English communication skills, both written and oral.
• Ability to work in a multi-cultural environment required.
• Commitment to diversity, equity, and inclusion and willingness to support CWS’ Platform on Racial Justice as a CWS employee
• Remain alert and responsive to any child safeguarding and PSEAH (Prevention of Sexual, Exploitation, Abuse and Harassment) risks, acquire relevant knowledge and skills which will enable you to promote strong safeguarding PSEAH practices, understand the child safeguarding and PSEAH Policies and procedures, and conduct yourself in a manner consistent with the Child Safeguarding and PSEAH Policies.

Special Requirements

• This position is full time and based in Nairobi, Kenya.
• This position always requires use of laptops, competence in Microsoft office packages is required.
• This position involves a range of work environment and functional requirements, including but not limited to the following.
• This position requires the use of a computer screen and headphones for extended periods.
• This position requires strong typing ability, including maintaining accuracy and efficiency when entering information over prolonged durations.
• This position requires the ability to work effectively in a shared, open plan workspace.
• The candidate must be willing and able to travel on short notice. Must have proof of Yellow Fever vaccination before traveling for RSC Africa.
• Having a valid passport (including sufficient pages for travel), is recommended.
• Ability to travel for work assignments internationally when the need arises.
• Background check which includes references, and an educational and criminal check is required before the start of employment.
• All employees should be prepared to work from the CWS office within their location of hire.