Field Liaison Officer

Overview of position

CTG stands for Committed To Good. With an ethical approach at the heart of all that we do, it is a description that makes us proud. Respect for the fundamental human rights of our staff, and those our staff encounter, is a cornerstone of our values. We strive for gender equality, inclusion and diversity, providing fair and equal opportunities for all. We take a zero tolerance approach to corruption and stay true to local labour laws and all local statutory requirements. In operation since 2006, today we are honoured to serve clients in 15 fragile and conflict-affected states assisting with disaster relief, peace building, humanitarian aid and development programmes through our specialised recruitment, HR management and operational services.

Role objectives

Operations Support & customer services

• Helpdesk management including customer service, client/consultant complaint management.
• Processing staff action requests and generating contract amendments.
• E-inductions support and trainings.

• Visa processing and flight booking support for international consultants if required.
  Medical claims handling

• Handle all medical claims processing, reporting and liaising with insurers.

• Evaluate and verify wide range of medical cases or information received concerning claims.

• Approval and processing of claims.
  Quality & innovation

• System improvement & standardisation

• Review and streamlining of current processes

• Conduct operations and system trainings
  Remote account management

• Accountable for managing assigned clients.

• Responsible for meeting client objectives in accordance with contracted scope of work.

• Ensure clients are regularly updated & client expectations are met in accordance with agreed time frames.

• Responsible for ensuring deployment plans, administrative documents, system & Personnel Management SOPs are in place and complied.

• Management of the safety of our consultants in the field from mobilization to demobilization with the support of the Country Manager where required.

• Management of third party security, accommodation & other local service providers & fixers.

• Understand the contracted terms of all accommodation, security, logistics support, with the assistance of the Operations Manager where required.

• Support in crisis situation in accordance with the CTG Crisis Management SOP.

• Recruitment – Support the recruitment department for new deployments.

• Mobilization – Responsible for deliverable’s against the provided mobilization plan for new contracts.

• Induction Training – Ensure all consultants receive country specific operational guidelines & receive a full CTG induction prior to commencing work for the client.

• Payroll and timesheet approval.

• Act as a focal point between insurers & consultants/emergency liaison persons in instances of medevac & or major incident. Supporting documentation collection for such incidents.

• Represent CTG in meetings.

Project reporting

To the Digital and Field Support Team Manager

Key competencies

· Self-starter with good initiative & multi-tasking skills who pays attention to the details, demonstrated ability to troubleshoot & resolve problems

· Customer orientation and ability to adapt/respond to different types of characters

· Excellent communication and presentation skills

· Comprehensive capabilities in Microsoft Office (Word, Excel, PowerPoint, Outlook express)

· Must be trustworthy and able to act with discretion. Languages:

· Fluency in English is essential

· Fluency in Arabic, French or any UN official language will be an asset.

Team management

This role does not have any team management responsibilities.

Further information Qualified female candidates are encouraged to apply for the above role