Director of Operations – Kabul, Afghanistan At Mercy Corps

About Mercy Corps Mercy Corps is a leading global organization powered by the belief that a better world is possible. In disaster, in hardship, in more than 40 countries around the world, we partner to put bold solutions into action — helping people triumph over adversity and build stronger communities from within. Now, and for the future.

Program / Department Summary Mercy Corps has been working in Afghanistan since 1988. Following the re-establishment of the Islamic Emirate of Afghanistan (IEA or Taliban) government in August 2021, Mercy Corps Afghanistan (MCA) faced a security situation that led to a full suspension of program operations for six months. With the situation resolved, and operating space assured by the de facto authorities, MCA formally restarted its activities at the start of February 2022.

Due to decisions by MCA’s former major donor, the country program is much smaller than it was when program operations were suspended in late 2021. With Afghanistan facing the world’s gravest complex humanitarian crisis, MCA is committed to rebuilding its country program to deliver impact for all Afghans, working with them toward a more peaceful and resilient Afghanistan.

Given the scale of the rebuilding task, MCA has settled on a six-month transitional period, in which a strong foundation for impactful, quality program growth will be laid. An interim management team will lead the country program, working with a range of internal and external stakeholders to make sure MCA has strong program and operations infrastructure and robust systems for inclusion, accountability, oversight and compliance.

General Position Summary The Director of Operations is a critical member of the country’s senior management team (SMT) with supervisory and managerial responsibility. Reporting to the Country Director, the Director of Operations will be primarily responsible for building strong, compliant operations systems and functions, including for site and travel security, procurement, asset management, document management, ICT, administration and general operations in office locations and in the field.

S/he will be required to strengthen the operational performance and efficiency of the organization by developing the capacity of staff and establishing the effective and appropriate systems and processes. S/he will also ensure that managerial processes, resources and the necessary infrastructure are all in place. In addition to ensuring high performing operations functions during a period of regrowth, the Director of Operations will manage ongoing efforts to address and resolve legacy issues arising from the period of program suspension and earlier.

Essential Job Responsibilities

STRATEGY AND VISION

Lead the development and implementation of robust , compliant operations systems for MCA
Support and contribute to the implementation of MCA’s transitional action plan
Provide support to the Country Director on matters pertaining to the planning, budgeting and performance of support functions, including logistics and procurement
Work with the Senior Operations Manager and ISMT to support the growth and execution of the program portfolio.

INTERNAL AND EXTERNAL COORDINATION

Maintain productive relationships with the private sector inclusive of vendors and suppliers, etc.
Work in close coordination with legal advisors to seek the required guidance to keep Mercy Corps policies and activities aligned to Afghan laws, including evolving regulations under the de facto authorities
Work closely with Global Procurement and Logistics (GPL) HQ department to ensure alignment to agency rules and regulations
Monitor MCA contracts with Informal Money Transfer Agents (IMTAs) for performance and compliance

INFLUENCE AND REPRESENTATION

Represent Mercy Corps operations work in external and coordination forums.
Identify, build and maintain an effective network of like-minded partners to improve the operation environment.
Interface with relevant government authorities responsible for international NGOs, working with the Country Director and Liaison Manager, as well as provincial operations and liaison staff.

Operational Excellence

Lead the development of operations systems and procedures for MCA. Ensure that these policies are effective and efficient.
Ensure integration of program support systems and processes in all MCA offices.
Ensure all offices have capacity (human and technical) to support smooth program operations.
Ensure internal and donor procedures, policies and guidelines are followed.
Ensure unified and cost effective fleet management, including tracking of maintenance, fuel usage and vehicle scheduling
Ensure robust, best-practice asset management across the country program
Oversee set-up and development of Mercy Corps offices including drafting and reviewing contracts for office and housing space, leasehold improvements, IT.
Ensure that country and field office specific policies are up to date and communicate them to teams. Develop new policies and guidelines as needed.
Oversee database and file management for administration, procurement and logistics documents.
Oversee facility management, including housing and office leases; ensure that high security standards are maintained at all premises.
Ensure that Mercy Corps contracts and business transactions/relationships are transparent and in compliance with local law and Mercy Corps/donor policies.

Team Management and Capacity Building

Train and coach the operations and other team members.
Build a cohesive team spirit and culture among the team and effectively delegate functions and responsibilities to them while ensuring performance.
Lead and develop program support teams in the main office and all field offices.
Create and sustain a work environment of mutual respect where team members strive to achieve excellence.
Promote accountability, communicate expectations and provide constructive feedback via regular performance reviews.
Provide team members with information, tools and other resources to improve performance and reach career and performance objectives.
Contribute to country team-building efforts, help team members identify problem-solving options and ensure the integration of all team members into relevant decision-making processes.
Take ultimate responsibility for performance and capacity building of the operations support function.

Finance and Compliance Management

Ensure compliance with donor and Mercy Corps policies and regulations.
Input to project and country program budgets, ensuring adequate coverage for operations functions and services
Draft and review scope of work to hire and manage any technical consultants, including review for technical efficacy and contract budget.

Organizational Learning

As part of our commitment to organizational learning and in support of our understanding that learning organizations are more effective, efficient and relevant to the communities they serve, we expect all team members to commit 5% of their time to learning activities that benefit Mercy Corps as well as themselves.

Accountability to Beneficiaries

Mercy Corps team members are expected to support all efforts toward accountability, specifically to our beneficiaries and to international standards guiding international relief and development work, while actively engaging beneficiary communities as equal partners in the design, monitoring and evaluation of our field projects.

Supervisory Responsibility Directly Supervising: Senior Operations Manager; ICT Manager; Site Security Manager; Asset Coordinator; Procurement Coordinator Indirectly Supervising: Other operations team

Accountability Reports Directly To: Country Director Works Directly With: MCA department teams, HQ and Regional teams, HQ Global Procurement and Logistics (GPL), Internal Auditors.

Knowledge and Experience

At least 8 years of Operations experience, including at least five years in senior management position.
Demonstrated experience setting up and managing administration, procurement, logistics with NGOs or a business
Demonstrated understanding of supporting complex operations and programs in challenging environments.
Demonstrated experience and passion to develop the capacity of team members
Extensive experience developing systems, policies and processes.
Demonstrated attention to detail, following procedures, meeting deadlines and working and problem-solving independently and cooperatively.
Knowledge of USAID, State/PRM, European and other donor regulations required.
Excellent and demonstrated negotiation and representation skills.
Effective verbal and written communication, organizational, prioritization and Microsoft Office applications.
Excellent oral and written English skills required.
Ability to work effectively with an ethnically diverse team in a sensitive environment.

Success Factors

The Director will have high emotional intelligence; be an exceptional capacity builder; and a systems professional. A successful Director of Operations will be excellent at problem solving and have the ability to work out methods to deliver the operational needs of a growing portfolio implemented over diverse geographies in a very challenging context. The Director will provide excellent stewardship of donor funds and compliance with Mercy Corps and donor regulations. An impeccable professional standard and procurement ethics and the willingness and ability to enforce compliance with Mercy Corps and donor policies and procedures is essential. S/he will maintain strong cooperative relationships with other departments and interact effectively with all personnel both in a managerial as well as training capacity, while demonstrating the ability to multitask, meet deadlines and process information in support of changing program activities. The most successful Mercy Corps staff members have a strong commitment to teamwork and accountability, thrive in evolving and changing environments and make effective written and verbal communication a priority in all situations.

Living Conditions / Environmental Conditions

The position is based in Kabul and requires up to 40% travel to field locations, including Herat, Kandahar and Mazar-i-Sharif. The location is unaccompanied and, while relatively more secure than other areas, faces significant risk issues. Housing is in shared accommodation with strictly limited freedom of movement beyond the house/office. Staff may face a limited degree of access to health and utility services (hospitals, clinics, electricity, water, etc) due to the economic crisis and security situation. This position requires frequent travel by road and air to field offices in less secure environments, where basic amenities are lacking.

Mercy Corps team members represent the agency both during and outside work hours when deployed in a field posting or on a visit/TDY to a field posting. Team members are expected to conduct themselves in a professional manner and respect local laws, customs and MC’s policies, procedures, and values at all times and in all in-country venues. Fostering a diverse and open workplace is an important part of Mercy Corps’ vision. Mercy Corps is an Equal Opportunity Employer regardless of background. We are committed to creating an inclusive environment.

Ongoing Learning

In support of our belief that learning organizations are more effective, efficient and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development

Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world’s most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives.

We recognize that diversity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.

Equal Employment Opportunity

Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained global impact.

We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.

Safeguarding & Ethics

Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC and have signed on to the Interagency Misconduct Disclosure Scheme. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct elearning courses upon hire and on an annual basis.