Senior Case Processing Manager (for RSC)
International Rescue Committee
- Cox's Bazar, Chittagong
- Contract
- Full-time
- Coordinate workload, supervise, support, and lead the Case Processing Department
- Ensures all refugee case processing functions within the department strictly adhere to the PRM, USCIS, RPC/START, IRC and RSC Asia policies, guidelines and procedures.
- Ensure all data entered into START by department staff is error-free in accordance with USRAP guidelines and the cooperative agreement by ensuring error detection and correction at every quality control check point
- Collaborate with the Casework, Pipeline and Reporting, and Program Support Departments, including and all Case Processing managers to develop, align and implement overall RSC departmental goals, policies, and procedures
- Plan and anticipate workload of each team and direct appropriate staff resources
- Ensure timely and accurate completion of tasks
- Perform regular quality checks on work completed by direct reports and spot checks on department
- In coordination with Case Processing Managers, assess, develop, and conduct trainings to address Case Processing needs
- Be a subject matter expert on specialized processing stages including, but not limited to, specialized caseloads, expedites and exceptional case requirements as required by the donor
- Collaborate with Pipeline and Reporting team to develop Tableau and START-based reporting suitable for overall pipeline monitoring of USCIS Adjudicated cases.
- Communicate challenges and issues in a timely manner to supervisors
- Other related duties as assigned by Supervisor, including being back up for CPC when required
- Ensure professional coordination and communication, both internally and externally
- Maintain open, clear channels and professional of communication to reports/follow up to supervisors, colleagues, and partnership organizations such as IOM, PRM, UNHCR, RMA, USCIS, RPC, and Resettlement Agencies (RAs), as required to complete the workload.
- Responsible for supervision, support and guidance for the team of Case Processing Managers
- Responsible to oversee all staff performance improvement plans
- Oversee and provide initial and ongoing training of the Case Processing team; develop and conduct trainings relevant to case processing activities in line with current SOPs
- Other related duties as assigned
- Minimum University Degree in any field
- At least 5-6 years of relevant professional experience collecting/managing extensive data required.
- Minimum one-year management experience, managing team performance and projects, required
- USRAP processing or other NGO experience is preferred
- Previous work in a multi-cultural environment is preferred
- Able to travel whenever required, both domestically and internationally
- Solid organizational skills with the ability to juggle multiple tasks, set priorities, effectively manage time, and meet deadlines and work well under pressure in a fast-paced team environment
- Problem-solver who takes initiative to provide solutions
- High level of professionalism, integrity, and ability to maintain confidentiality
- Good team player, strong analytical skills and able to think and work independently when needed
- Proven proactive people management and leadership skills, leading a team and promoting productivity in a positive work environment
- Able to manage team's performance and provide regular effective feedback
- Able to review and develop policies and procedures for the department and proactively suggest areas for improvement.
- Able to ensure compliance of policies and procedures by team members, with a professional and constructive attitude
- Excellent interpersonal skills: ability to communicate and work effectively and professionally with partners and colleagues in a cross-cultural environment
- Able to train in large and small group settings
- Good communication skills with pleasant demeanor
- Ability to take direction from supervisors and cooperate with teammates
- Excellent verbal and written English language skills
- High level of computer literacy and proficient in MS Office applications (Word, Excel, Power Point, Outlook) is required.
- Able to run and read high level spreadsheets and do advanced QC with a high level of attention to detail
- Proven advanced data entry skills with extreme accuracy, attention to detail, and self-checking abilities