Senior Manager Pipeline & Case Quality at Church World Service

Primary Purpose:

This position is responsible for overseeing all United States Refugee Admissions Program (USRAP) projections planning, including monitoring submissions; planning pre-screening, adjudications, cultural orientation and pre-departure activity; and ensuring accurate departure projections. This includes: ensuring the development of appropriate tools for a data driven approach; ensuring scheduling guidelines are adhered to in the prioritization of caseloads; incorporating PRM, USCIS, and RSC Africa priorities as appropriate; and understanding & monitoring the pipeline holistically from submission to departure. This position engages all country implementation teams to ensure understanding of workload allocations as per the projections and monitors progress against targets in close coordination with the Senior Manager, Circuit Rides & Travel. The position also engages closely with relevant partners to ensure collaboration and early forecasting of likely activities.

Responsibilities

Working Environment

• In office environment
• Periodic travel to the field as may be required

Core Job Responsibilities:

Leadership and Management (20%)

• Participate in and provide input in strategic planning conversations to achieve RSC Program goals.
• Engage in effective team management as per CWS expectations, including: ensure policies, procedures, and culture are understood and abided by; provide clear expectations, managing performance, yearly performance evaluations, and coordinating proper use of benefits; providing coaching and corrective action plans as needed; effective communication; maintaining accurate job descriptions; ensuring a safe and professional work place; and promoting safe-space, open door, and escalation policies.
• Coordinate programmatic inputs to the annual RSC budgeting process by working with Program Operations teams to anticipate staffing and resource needs based on PRM processing targets; monitors spending throughout the year against budget targets
• Monitor effective and appropriate use of resources across the team within the approved budget.
• Determine and apply cost saving measures to ensure program sustainability.

Program Administration (30%)

• Lead all Projections activities, in coordination with key stakeholders.
• Oversee development of work plans, their implementation and reporting for the Projections Specialists reporting to this position.
• Track progress towards achievement of established annual goals and objectives, and the implementation of projected circuit ride activity in particular.
• Coordinate the deployment of staff and resources to ensure timely and efficient work output, in coordination with Programs Management.

Representation (15%)

• Maintain effective relationships with RSC Africa/USRAP partners.
• Ensure partner communication is professional, timely and proactive.
• Occasionally travel to field sites to meet with/accompany PRM/USRAP partners and represent CWS/RSC Africa on processing or other programmatic matters.
• Ensure staff are professional when representing CWS/RSC Africa to refugees, partners, the funder and colleagues.
• Ensure RSC Africa interests and concerns are represented in collaboration with the PRM Pipeline team, and that PRM guidance is incorporated into projections.

Compliance (10%)

• Ensure all functions within the team strictly adhere to DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines and procedures.
• Develop, implement, and disseminate internal standard operating procedures (SOPs) for projections processing.
• Provide input on effects of external policy updates on the department’s internal SOPs and workflow and implement changes due to these updates.
• Ensure timely and accurate reporting of suspected fraud, malfeasance, and data breaches and report any identified areas of significant compliance risk for the RSC Africa program.
• Coordinate regular departmental process reviews to compare requirements vs. current processing and outputs and implement process changes based on the outcome of the process reviews.
• Conduct QCs and job function observations of staff, and oversee team QC efforts, to ensure compliance is met and identify areas of improvement or training needs. Provide feedback to staff and/or other departments.

Data Management and Analysis (20%)

• Oversee the development and maintenance of appropriate data analysis processes and tools to ensure a data driven approach to projections.
• Develops, updates, and ensures the use of projections tools, including the Projections Calculator.
• Develops and communicates annual and quarterly projections.
• Ensure RSC Africa and PRM Scheduling requirements are prioritized appropriately.
• Establishes and maintains effective communication systems regarding data within the department and other program departments.
• Reviews and distributes departmental reports on schedule.
• Oversees the use of the Travel Budget Calculator to generate annual and quarterly travel budgets, in coordination with the Logistics and Finance teams.

Additional Roles and Responsibilities (5%)

• US passport holders may be required to facilitate DNA collection.
• Any other duties as assigned.

Qualifications

Experience:

• 8 years of paid work experience is required.
• 3 years of direct supervisory experience with responsibility for hiring, evaluating performance, administering corrective action and directing day-to-day work is required.
• Demonstrated management experience, to include administrative and program management, with a refugee serving/processing agency(s) preferred.
• Previous experience with USRAP preferred.

Skills:

• Strong analytical skills and excellent report-generation skills with the ability to understand, process and document information for a variety of audiences.
• Strong supervisory skills and understanding of performance management systems.
• Excellent organizational and time management skills.
• Advanced computer knowledge, specifically with MS Access, MS Outlook, MS Excel and other statistical analysis programs.
• Strong English communication skills, both oral and written.

Education & Certifications:

• Bachelor’s Degree in a related field required, or four (4) years of paid work experience in lieu of a Bachelor’s Degree required.
• Master’s Degree preferred.