Vacancies at Plan International

ABOUT THE ROLE

• The Services Delivery Quality Assurance Officer is responsible for designing and implementing quality procedures and standards, assessing team and client requirements, and ensuring these are met. This role will support the SSC management in building and implementing decisions relating to quality objectives by creating and maintaining quality reports and dashboards and in creating, monitoring, and reviewing of KPIs and SLAs among others.

ACCOUNTABILITIES

Services Quality Assurance

• Provide technical guidance and oversight to support SSC team particularly in areas of root cause analysis, internal control principles, and risk.
• Provide support through data analysis, sample calculation, and testing as needed, in the review of the office systems, procedures and processes for compliance with organizational rules and regulations.
• Supports the SSC in enforcing and strengthening internal controls to ensure that systems are in place to prevent, detect and report non-compliance.
• Summarize key issues and prepare reports that addresses stakeholder needs.
• Leads the discussions with streams on key issues identified and escalate to head of shared services for engagement and negotiation with key stakeholders for issue resolution.
• Maintain and update services streams risk register.
• Ensures and monitors that all SLAs agreed are met and efficiently, with issues properly documented, reported and escalated as needed.
• Defines, develops and implements Services quality assurance practices and procedures as well as documents, and assesses the practices and procedures in place for the work streams
• Works with the SSC Management Team to identify issues, risks, inefficiencies and improvement areas and defines how to address them
• Identifies and drives process improvement initiatives that can be managed to maximize effectiveness and efficiency
• Builds Key Performance Indicators (KPI), drafts Service Level Agreements (SLA) fit for the unit and designs the implementation and governance of these KPIs and SLAs
• Ensures that work delivery consistently follows established standards and that the teams’ function on high levels of quality by promoting process standardization and optimization
• Contributes to the establishment of Service delivery and quality assurance best practices consistent with industry and quality standards
• Provides technical guidance and support to the SSC team on quality Assurance concepts, techniques, and tools
• Acts as the point of contact for escalations and develops, recommends, and monitors corrective and preventive actions
• Build and maintain strong relationships with external stakeholders, understanding their needs and expectations.
• Coordinate clients team cross functional and management meetings to provide updates on SSC KPIs performance and gather clients feedback

Change and Continuous Improvement

• Promote a culture of quality and continuous improvement within the SSC
• Initiate and lead projects that advocates for quality within the streams
• Initiate and lead projects that strengthens the quality of services and review internal processes
• Prepare structured evaluations on risk and benefits realizations of change initiatives
• Remain current and knowledgeable to ensure all changes in policies and regulations applicable to SSC are implemented to ensure compliance.
• Evaluate the impact of changes in regulations on internal controls and advise management accordingly.
• Keep abreast of latest advancements in Services delivery quality assurance and data analysis and ensure SSC team is trained and updated.
• Help design and deliver training programs to address compliance needs, risk management and internal controls.

Data analysis and reporting

• Develops and provides reports on a regular basis to the SSC Management Team inclusive of trend analysis and data insights
• Maintains the individual functions, SSC teams and overall KPIs and SLAs dashboard
• Engages stakeholders to gather and document requirements relating to the quality initiatives
• Identifies training needs and organizes training interventions to meet quality standards
• Uses Project Management methodologies to plan, implement and track deliverables
• Communicate quality assurance findings and improvements to stakeholders regularly.

Service desk oversight 

• Ticket Assignment Monitoring: Ensure the precise and timely allocation of service desk tickets to the appropriate managers or teams, based on factors such as priority, expertise, and workload.
• SLA and Service Charter Compliance: Oversee the handling of tickets to ensure strict adherence to SLAs, service standards, and alignment with the organization's Service Charter, addressing any potential breaches proactively.
• Quality Assurance and Reporting: Conduct regular audits of service desk activities, ensuring high-quality ticket resolution, and provide comprehensive reports on performance, trends, and areas for improvement.
• Performance Feedback and Training: Offer constructive feedback to managers and staff, fostering the development of best practices for ticket handling, and provide guidance on SLA compliance and quality assurance.
• Process and System Improvement: Identify and implement process improvements, collaborating with IT teams to optimize service desk systems and tools for enhanced ticket management and assignment efficiency.

Safeguarding

• Ensure that Plan International’s global policy for Safeguarding and PII policy for Preventing Sexual Harassment Exploitation and Abuse; and Gender Equality and Inclusion are fully embedded in accordance with the principles and requirements of the policy including relevant Implementation Standards and Guidelines as applicable to their area of responsibility. This includes, but is not limited to, ensuring staff and associates are aware of and understand their responsibilities under these policies and Plan International’s Code of Conduct (CoC), their relevance to their area of work, and that concerns are reported and managed in accordance with the appropriate procedures.

TECHNICAL EXPERTISE AND KNOWLEDGE

• A    Bachelor’s    degree    in    accounting,    business    administration, economics, financial management, human resources management, public administration, marketing or another relevant field.
• A minimum of 3-5 years of experience in quality assurance roles, preferably within a shared services or similar environment with at least one year involved in data analysis.
• Proficiency in data analysis and reporting is required
• High proficiency with Microsoft Office is required.
• Good Knowledge of customer services metrics, service level agreements and customer survey techniques are required.
• Experience in project management or change management is an asset
• Experience internal audit and/or risk management with a proven track record of interfacing with multiple levels of the organization is highly desired.
• Experience working in a Shared Service Centre environment/business support Centre is
• desirable.

SKILLS & ATTRIBUTES

• Effective Communication: Ability to listen attentively and understand the needs and concerns of stakeholders and convey information clearly and concisely to diverse audiences.
• Problem-Solving: Ability to identify issues, analyse data, and develop effective solutions.
• Critical Thinking: Ability to think logically and evaluate complex situations to make informed decisions
• Organizational Skills: Ability to manage multiple tasks and priorities effectively
• Teamwork and Collaboration: Ability to collaborate, build and maintain positive working relationships with stakeholders.
• Openness to Change: Willingness to embrace new ideas and approaches to improve processes and outcomes.
• Service Mindset: Commitment to providing high-quality service to internal and external stakeholders.
• Responsiveness: Ability to respond promptly and effectively to stakeholder needs and inquiries.
• Planning and Coordination: Ability to plan, execute, and oversee projects effectively.
• Time Management: Ability to manage time efficiently and meet deadlines.
• Innovative Thinking: Ability to think creatively and propose new ideas to improve services and processes.
• Continuous Improvement: Commitment to ongoing learning and development to enhance skills, knowledge and overall customer experience.

Languages required

• Excellent written and verbal communication skills in English.

go to method of application »

ABOUT THE ROLE

• The role covers all areas of Supply Chain at the Shared Services Centre, and supervision of supply chain staff at the Shared Services Centre. Cross-functional engagement with other teams is critical to ensure alignment of processes and efficient operations in the region.

Supply Chain management in the scope of this role includes:

• Technical processes across Operational Planning, Procurement, Assets, Fleet, Inventory and Warehouse Management, Facilities & premises management, Administration (travel & accommodation, events etc.), Gifts in Kind, Customs Clearance in both Humanitarian and Development contexts and support to Distributions
• Process performance analysis, monitoring and reporting
• Systems application, compliance and strengthening
• Team management and capacity strengthening
• Development of KPIs for Supply Chain activities; measuring and monitoring progress against objectives, ensuring targets are met to enable seamless synergies with other departments
• Provision of support and reporting to the Director of Corporate Services & Government Relations in order to minimise financial and compliance risks throughout the Supply Chain
• Support in the selection of our partners and working with them on capacity strengthening and monitoring across their supply chain activities.

ACCOUNTABILITIES

Maintain high management standards for all Supply Chain activities

• The needs from the SSC, RH and Country Programmes are planned, consolidated and appropriately sourced, with effective processes to achieve cost-savings, compliance and minimise risk.
• The Fleet of engines (including vehicles, motorbikes and generators - owned and rented) is fit for purpose and well managed to deliver Plan International's projects in a safe and efficient manner.
• The storage and flow of goods in the supply chain enables timely project delivery, whilst maintaining consistent and appropriate controls.
• The SSC has a planned, fit for purpose pool of assets (low and high value), and can effectively control, manage and report on them.
• Offices and other premises (incl. warehouses, accommodation) are managed as a country- wide portfolio, with needs and costs reviewed and anticipated regularly.

 Leadership

• Accountable for overall Supply Chain performance, providing strategic direction for the function and ensuring it is well aligned to the organisational strategic objectives and Strategy.
• Develop the overall operational planning for procurement, fleet and assets, in liaison with respective user departments, and lead the implementation of the plan in order to realise the organisation’s objectives.
• Monitor overall process performance, manage continuous improvements in the department, ensure regular reports are received including quarterly procurement planning analysis.
• Performance Management - Manage, motivate, develop and oversee the performance management of staff in line with the organisation’s systems, rules and regulations for HR management including staff evaluation, training and career planning.
• Proactively engage with cross-functional teams to ensure awareness and inclusion of Supply Chain aspects in all relevant areas of the organization.
• Act as the supply chain focal point for all grants/programmes, providing high quality input at all stages of the project cycle from proposal development, programme planning, inception, implementation and closure ensuring that all aspects of supply chain & logistics are considered (supply chain plans, procurement plans, staffing plans, budgeting, etc.).
• Provide supply chain leadership & management support to key programmes in the country, with emphasis on ways of working effectively with the different Units.
• Lead on driving supply chain change initiatives through the SSC supply chain aiming for operational excellence in line with the Supply Chain Operations Manual.

Supply Chain Operations Management

• Responsible for the compliant and efficient execution of Supply Chain operations in line with Donor rules and regulations and Plan Global standards, policies and tools.
• Lead on Procurement Planning development, analysis and strategic orientation for procurement activities within SSC ensuring efficient planning and allocation of resources.
• Develop a strong procurement structure with proactive market and supplier identification, development of supplier framework agreements in line with overall needs and requirements.
• Develop sourcing strategy to make procurement activities more proactive and strategic in manner to enable on time, quality, and cost-efficient delivery.
• Strengthen the development, execution and monitoring of contracts with suppliers, ensuring all policy documents for Plan International are included (Child Protection, Anti-corruption and Anti-Terrorism Policy, Gender and Release from Liability Policy).
• Ensure efficient process turnaround, value for money and efficient use of resources (staff, assets, infrastructure)
• Fleet management processes and systems are implemented alongside careful data analysis to ensure that the fleet is optimised, rightly utilised and sized as per needs, mitigating risks and adhering to high standards of safety and security.
• The pool of assets is maintained, monitored and reported on to ensure it is fit for purpose and to comply with donor requirements.
• Offices are efficiently managed ensuring staff health and safety. All premises are appropriately, efficiently and regularly maintained.
• End to end Supply Chain costs are understood and monitored to ensure appropriate cost recovery to projects.

Supply Chain Excellence, Logistics and Procurement compliance

• Accountable for effective, compliant and cost-efficient Supply Chain management processes, measures and controls that ensure the right quality and quantity of goods and services are purchased at the right price and delivered to the right place at the right time.
• Certify that internal Supply Chain controls are always adhered to and safeguard the organization from loss or malpractice.
• Evaluate and control measures used to manage risk in all supply chain business processes and guide management in development / improvement of control measures as necessary.
• Review all Procurement documentation ensuring compliance with the organisation’s policies, procedures and thresholds as per the operations manual.
• Ensure compliance to stores/warehousing, inventory and assets procedures which include physical checks/verification of goods and services received and implementation of efficient inventory management practices.
• Ensure appropriate fleet processes are in place to mitigate risk, improving safety and security.
• Monitor and evaluate key performance indicators (KPIs) and metrics to assess the performance of SSC supply chain operations and identify areas for improvement.

Capacity Development and Stewardship

• Conduct staff appraisals and monitor performance through mentoring, coaching, regular 1:1s and coordination meetings.
• Develop strong integrated working relationships with user departments to support the early identification of supply chain needs and also support the grants management team during proposal writing.
• Provide analysis, benchmarks and recommendations for determining effective resource utilisation.
• Lead and implement continuous improvement as a standard way of operating within the Supply Chain department.
• Provide oversight of the Supply Chain function, building on process capacity and teams capability.
• Identify staff capacity building requirements through training needs assessments and skills gaps analysis.
• Develop a training and capacity building plan based on any gaps identified from the needs assessment and through any other channels.

Supply Chain Through Partners

• Close involvement in the selection process for Plan partners including due diligence process, proportionate monitoring of partner activities as well as providing capacity building, coaching and training as required.
• Ensure that partners’ supply chain related reports (asset, stock) are received and reviewed regularly as per the supply chain operation manual requirements.

Administration

• Supervise/facilitate arrangements for conferences, workshops and visits including travel.
• Ensure that Plan’s office, compounds and housing are well maintained and managed
• Ensure that Plan’s facilities are covered by appropriate insurance and a monitoring mechanism exists to ensure damages are promptly repaired by the insurer.
• Facilitate the annual insurance survey and submit quality report to the headquarters.
• Ensure that the Country Office adheres to all aspects of the Country Agreement between Plan and the Government including submission of any required reports.
• Facilitate registration/renewal of registration with relevant Ministries and ensure all registration requirements are upheld.
• Ensure Plan complies with all applicable local laws and regulations within Supply Chain remit.

 Emergency programming

• Ensure that supply chain minimum preparedness actions are in place in line with the country’s ready to respond plan.
• Ensure training and capacity building for staff on the supply chain in emergency requirements including the emergency procurement procedures and thresholds.
• Socialise and adhere to emergency procedures activation process.
• Actively represent Plan International in the country supply chain coordination networks (Logistics Cluster, HULO) and apply any initiative benefiting Plan International especially in emergency operations.

Service Level Agreement (SLA) Development and Implementation

• Lead and manage the Supply Chain management Service Levels Agreements with clients focusing on proactive, responsive and efficient operations and targeted excellence.
• Design, develop, and implement comprehensive SLAs for finance operations services provided by the Shared Services Centre.
• Collaborate with stakeholders to define SLA parameters, including performance metrics, response times, and service quality standards.
• Ensure SLAs are aligned with organizational goals and client expectations, regularly reviewing and updating them as necessary.
• Monitor compliance with SLAs, analyzing performance data to identify trends, areas for improvement, and potential risks.
• Develop and maintain documentation for all SLAs, ensuring clarity and accessibility for all relevant parties.
• Conduct training sessions and workshops to educate supply chain team members and stakeholders on SLA requirements and compliance.
• Work with cross-functional teams to resolve SLA breaches, implement corrective actions, and enhance service delivery processes.
• Present supply chain function SLA performance reports to SSC management and clients, providing insights and recommendations for continuous improvement.

 Safeguarding

• Ensure that Plan International’s global policies for Safeguarding Children and Young People and Gender Equality and Inclusion are fully embedded in accordance with the principles and requirements of the policy including relevant Implementation Standards and Guidelines as applicable to their area of responsibility. This includes, but is not limited to, ensuring staff and associates are aware of and understand their responsibilities under these policies and Plan International’s Code of Conduct (CoC), their relevance to their area of work, and that concerns are reported and managed in accordance with the appropriate procedures.

TECHNICAL EXPERTISE, SKILLS AND KNOWLEDGE

Essential

• University degree in supply chain management, business management and administration or related field and/or equivalent professional experience in a similar position most of which should preferably be from within the humanitarian/NGO sector.
• At least 7 Years’ experience in relevant field
• 3 Years in a leadership/managerial role
• A professional qualification at least CIPS level 5
• A professional membership of recognized purchasing and supplies institution (CIPS, KISM)
• Experience in a similar environment with significant scale of country or region wide supply chain management responsibilities across procurement, fleet, asset management warehousing, administration, distribution both directly and working through partners.
• Experience in supply chain in emergency preparedness and response programming; both direct implementation and implementation through partners.
• Previous experience in managing and developing teams and the ability to lead, motivate and develop others including remote management of teams across multiple sites.
• Strong leadership and interpersonal skills with a particular ability to think outside the box.
• Strong analytical and problem-solving skills, with the ability to report on and demonstrate performance improvement and efficiencies through accurate and concise reports.
• Excellent communication skills.
• Strong IT skills, including Excel and integrated resources management (ERP) software (SAP would be an advantage).
• Knowledge and experience of project management.
• Knowledge of the humanitarian sector trends and constraints would be an advantage.
• Proficiency in English language is essential.