Head of operations

INTERSOS is an independent humanitarian organization that assists the victims of natural disasters, armed conflicts and exclusion. Its activities are based on the principles of solidarity, justice, human dignity, equality of rights and opportunities, respect for diversity and coexistence, paying special attention to the most vulnerable people.

Terms of reference

Job Title: Head of operations

Code: SR-35-9276

Duty station: Based in Sanaa with visits to aden and rest of field locations

Starting date: 01/05/2024

Contract duration: 12 months

Reporting to: Country Director

Supervision of: Country Logistics and Supply Coordinator, Country Finance Coordinator, HR Coordinator, HoBs or Area Manager

Type of duty station: Non-family duty station

General context of the project

In 2023, Yemen remains on of the world’s largest humanitarian crisis and aid operation. Over 8 years of war and armed conflict killed and injured tens of thousands of civilians, causing immense suffering for the Yemeni people. The economy and the currency continued to collapse as foreign reserves were depleted and the government was unable to subsidize food and other commodities for which Yemen is 90% import-reliant. The situation was exacerbated by the global COVID-19 turndown which led to a sharp drop in remittances, the largest source of foreign currency and a lifeline for many families where 80% of people live below the poverty line. As a result, millions more people cannot afford to meet their basic needs. A fuel crisis in the North, part of a dispute over the use of revenues, led to chronic fuel shortages and price hikes. Government capacity to regularly pay salaries and pensions to public employees has been hindered and public services have been degraded. Yemen is also vulnerable to natural hazards. Heavy rains and flooding regularly devastate communities, causing deaths and injuries, again destroying infrastructure and livelihoods, and increasing diseases spread and displacement. The impact of the drivers of the crisis is most visible in the growing risk of famine and acute severe malnutrition, disease outbreaks, conflict casualties, forced displacement (4 million IDPs) and reversal of past development gains. In addition, the conduct of the parties to the conflict has had a profound impact on the aid operation – particularly humanitarian access, aid delivery and independent data collection/assessments.

INTERSOS works in Yemen since 2008, originally focused on protection programming for Somali refugees. Gradually, INTERSOS evolved with a raising scope in terms of population target groups, geographical span and sectors. INTERSOS works today in Sana’a, Aden, Hadramout, Shabwa, Taiz, Ibb, Hajja, and Lahj; and newly in Abyan in 2021, with further outreach and coverage in other governorates through local partners and/or legal network lawyers. INTERSOS is implementing multi-sector and integrated programming, with its main sectors being protection, integrated health-nutrition, livelihoods, and WASH.

General purpose of the position

The Head of Operations is responsible for the overall operational strategy across the country.

S/he is also responsible for developing country policies, processes and standards within the respective area of responsibility. S/he will enable and oversee the monitoring and evaluation of the operations across the country and s/he is finally contributing the development of the portfolio and ensuring internal and external representation. Ultimately, s/he will be active in high level and strategic decision-making, collaborating closely with the Country Director and the Head of Programme.

Main responsibilities and tasks

Strategy and vision

• Together with the Country Director and the Head of Programme, contribute to the development and update of the country strategy, within INTERSOS overall global strategic plan, values and principles
• Work as part of the Senior Management Team to share ideas and recommendations, supporting and implementing continuous improvement on processes and procedures to optimize results and improve quality of delivery in line with quality standards
• Determine, set objectives in line with the mission strategic aims and objectives for the support team in line with the mission strategic aims and objectives
• Ensure that operations strategies and processes are in place to meet objectives and operational needs in terms of budget, quality and delivery targets
• Contributes to the programme and assessments in coordinating the operational capacity of the mission together with the Country Director and the Head of Programme, create and implement best practice programme management vision, strategy, processes and procedures to aid and improve organizational performance
• Responsible to oversee that the operational processes and policies are in line with programme needs and mission strategy

Support Departments

• Ensure that the finance department has the appropriate financial planning of the mission structure and that control systems are in place and complied with, and assume full accountability to the CD for all mission operations. Monitor and evaluate the operating and financial results against plans and budgets taking remedial actions when necessary and informing the CD of significant changes. Ensure the correct implementation and management of mission liquidity (cash flow)
• Ensure the collaboration and communication between support departments and programme team when submitting proposals and budget
• Ensure the collaboration of all support departments in the correct presentation of reports to donors
• Ensure that all support departments promptly provide the information required by external audits, donors spot checks and local institutions requirements for financial statements
• Maintain the operational performance of the mission, ensure appropriate operational planning and quality assurance control systems are in place and complied with. Take remedial actions where necessary and inform the CD of any significant changes and risk
• Maintain an on-going, transparent dialogue with the CD to ensure it is kept up to date with day-to-day activities and aware of exceptions that will impact the operations. Ensure that matters requiring the attention of the CD are communicated in a timely manner
• Provide direction and leadership to ensure the achievement of operational objectives, targets and strategic plans
• Perform regular field visits to overseas operations and prepare regular reports to ensure the CD is updated on the mission activities

Accountability and quality control

• Oversee and support continuous improvement of support services quality standards
• Explore innovative solutions and think creatively to identify solutions that will maximise the impact on operations
• Oversee the development, implementation and management of key performance indicators (KPIs) within the area of concern
• Ensure the appropriate systems and procedures are established and followed, ensuring best practices in operations management are developed and adopted with appropriate operations management frameworks in place

Representation and advocacy

• Together with the Country Director and Head of Programme, establish strong and efficient partnerships with organisations, donors and authorities, in line with the country strategy
• Represent INTERSOS in relevant coordination forums
• Contribute to the definition of the country advocacy strategy and represent INTERSOS within national and international media and participate in community activities as appropriate
• Upon delegation of authority, act as Country Director when needed

People management

• Link the Support Team with the Programme Team to guarantee a smooth collaboration between departments
• Provide appropriate guidance to the support department coordinators and enable them to act effectively in support of the mission strategic and operational plans. Build an inclusive and collaborative culture to deliver high value performance. Ensure that the objectives and standards of performance are not only understood but owned by management and all other staffs
• Provide strategic advice and guidance to the SMT to comply with all regulations, policies and procedures. Successfully implement INTERSOS policies and procedures
• In coordination with SMT, coordinate, guide and supervise the operational department coordinators and evaluate their performance

Required profile and experience

Education

• BA in relevant field. Masters in Business Administration or equivalent

Professional Experience

• Essential working experience of at least five years in related activities at Senior Management level
• Desirable previous experience with NGOs

Professional Requirements

• Essential computer literacy (word, excel and internet)
• Strategic vision
• Leadership, people management and development
• Planning and organizational skills and ability to meet deadlines
• Teamwork and cooperation
• Negotiation and networking skills
• Service orientation
• Behavioral flexibility
• Self-directed, resourceful and creative
• Innovation and creativity
• Decision making and influence
• Ability to manage time and to work autonomously
• Communication skills written and oral
• Financial management
• Commitment to INTERSOS principles

Languages

• English Fluent
• Knowledge of arabic will be an asset