Head of Support Services

Job Title: Head of Support Services

Function: Operations

Job Group: Operations

Duty Station: Odesa, Ukraine

Administrative Line Manager: Head of Mission

Line Management Responsibility: Support services team (HR Officer, Logistics Officer, Finance Manager, Drivers)

ABOUT US

Nonviolent Peaceforce (NP) is a global civil society organisation that works alongside communities affected by violent conflicts to enhance their security and dignity through unarmed civilian protection (UCP) and by helping to transform the world’s response to conflict situations.

NP first established a presence in Ukraine in 2014/2015 working on peacebuilding and conflict mediation. In April 2022, NP sent a fact-finding mission documenting civilian protection challenges across the country, providing protection advocacy, and engaging with various local and international stakeholders. NP is presently launching a program in response to identified civilian protection needs.

JOB PURPOSE

The Head of Support Services is responsible for overseeing all support functions for the successful implementation of the NP Ukraine Programme and Operations. This includes ensuring compliance with NP procedures and guidelines within the country. The Head of Support Services is a member of the Country Management Team in NP-Ukraine and plays a key role in the sustainable and effective management of the Country Programme. He/she contributes to the development of country strategies, which are translated into action plans and day-to-day tasks.

This position provides support and technical guidance to NP Ukraine country operations while overseeing country activities. In addition to supporting, mentoring, and developing the operations team to support the field staff, the Head of Support Services is operationally and strategically solely responsible for lead roles in Finance, Human Resources, Logistics and Procurement, fleet management, and administration.

KEY OBJECTIVES/RESPONSIBILITIES:

Management

• Lead and manage the support managers and officers (including people planning, performance, well-being, and development)
• Manage, deliver, and report on current operations programme support in geographic scope
• Establish high-performing support teams ensuring high-quality approaches are maintained
• Develop and improve operational approaches, compliance, and systems, while supporting the Head of Mission to build and deliver effective and sustainable interventions.
• Responsible for the strategic development, management, and implementation of the support operations
• Ensure appropriate technical support is available to programs in line with organizational priorities
• Ensure support for annual planning and review processes
• Direct responsibility for ensuring that the NP Ukraine Programme operates in accordance with NP’s Global support function guidelines

Operational Management

• Support the Head of Mission and the Senior Management Team in consulting with donors and authorities, especially as relates to issues of compliance, registration, and audit
• Oversee the operational support units for the country programme by providing strategic leadership and technical support to the areas under his/her supervision
• Supervision of audits and further implementing any corrective actions related to NP’s operational standards within the support area.
• Ensure that NP Ukraine retains and continually develops its operational capacity to provide NP programming in communities in particular within its procurement and transport systems
• Develop a risk management plan for the country that identifies the major financial and operational risks and implement a mitigation strategy
• Ensure that all administrative and legal-related systems are accurate and maintained
• Work to build the capacity of the operational support staff throughout the operation through frequent in-service training sessions and mentoring support
• Contribute to the development and implementation of NP’s global development initiatives

Operations – Logistics & Procurement

• Oversee compliance quality, timely and accurate processing and documentation of procurement as described in the Field Operations Manual and any other relevant documents, and management of the logistics team
• Develop and oversee a system for maintaining audit-ready procurement records and ensure that they are consistently filed and available when needed
• Ensure effective fleet management, including that systems are in place to track maintenance schedules, fuel usage and vehicle scheduling as described in the Field Operations Manual
• Ensure assets tracking is implemented with accurate record keeping of NP and donor assets, including exceptional items that require registration and movement tracking
• Develop a procedure for and support the implementation of customs clearing, equipment registration, licensing, and insurance
• Manage safe and well-maintained premises for office and guesthouse purposes

Operations – Finance, HR, and Administration

• With the Finance manager, ensure effective financial management and planning of resources as well as best practices related to internal controls and compliance
• Oversee the HR functions to ensure that adequate staffing is provided and incorporated during the development and implementation of all projects/programs
• Review contracts for office and housing space, leasehold improvements, IT
• Ensure legal compliance for work permits, visas, and registration for the NP Ukraine office
• Support to recruiting process including orientation and onboarding
• Assess needs and recommend software and IT solutions and support the resolution of IT issues that arise.

QUALIFICATIONS AND COMPETENCIES

Commitment to NP Principles

• Demonstrated commitment to NP’s mandate and principles
• Maintain a positive image of the organization while in the field

Education, Knowledge, and Experience

• Degree in operations/NGO management or related studies; advanced qualifications are an asset.
• Minimum of six years of overall experience in NGO management within a complex country programme, preferably in an emergency setting
• Demonstrated experience with budget management and planning, ability to provide support to finance manager on budget, risk management and financial analysis
• Excellent skills in handling and advising on complex people management issues with care, empathy, and confidentiality
• Experience and well-developed skills in procurement and logistics management
• Understanding staff care for humanitarian staff, in particular approaches to welfare, stress, R&R and debriefing
• Good facilitation skills and ability to deliver induction briefing/training
• Experience in working with and managing multicultural teams
• Problem-solving capabilities
• The ability to remain calm, focused, organised and purposeful under pressure and with rapidly changing circumstances
• Proven ability to be flexible in an advisory role within a leadership team
• Able to balance and integrate security, well-being and programme needs in analysis and advising

Skills

Independent Judgment/Analytical:

• Ability to set priorities, solve problems and analyse data
• Ability to manage information with discretion
• Excellent organisation and administrative skills
• Skills in researching, tracking, and analysing issues and trends
• Demonstrable conflict analysis skills, identify entry points and design prevention and protection strategies
• Able to work under pressure, independently and with limited supervision
• Able to build security networks and represent NP externally

Interpersonal:

• Result-oriented and problem-solving
• Ability to communicate effectively with individuals, motivate and provide leadership to the team and work in a multicultural environment
• Solutions-focused, creative problem solver
• Genuine commitment and interest in living and working at the community level
• Flexibility and adaptability; able to cope with a changing environment, both on a professional and a personal level;
• High-level communication and relationship-building skills, able to communicate with discretion and sensitivity.

Language:

• Effective communication (written and spoken) and interpersonal skills in English.
• Knowledge of fluent Ukrainian and Russian will be a significant advantage

Information Technology:

• Good skills in Microsoft Office applications.
• Knowledge of the Salesforce Non-profit Success Pack is a plus

Desirable

• Previous work in Ukraine and understanding of the context