Senior Case Processing Manager at International Rescue Committee

Founded in 1933, International Rescue Committee (IRC) is one of the world’s leading agencies working in post-conflict and development contexts, supporting communities in over 40 fragile, failed and developing states. In this capacity, we work to restore safety, dignity and hope to millions who are uprooted, struggling to endure and wishing to advance on a path of development.

The Resettlement Support Center Asia (RSC Asia), funded by the US State Department Bureau of Population, Refugees, and Migration (PRM), assists persons throughout Asia seeking permanent resettlement in the United States. Responsible for a portfolio of 37 countries, RSC Asia: prepares refugee applications for the United States Refugee Admissions Program (USRAP) using START (a State Department–managed data system that supports the arrival and resettlement of refugees through technology); provides information to resettlement agencies about arriving refugees and offers cultural orientation training to refugees bound for the United States.

Purpose of the Role

The Senior Case Processing Manager oversees all functions of RSC Asia’s Case Processing team in Bangladesh and ensures USRAP applicants receive a high standard of case processing services through the provision of leadership, supervision, case management and quality control. Case Processing functions are comprised mainly of data entry/management of refugee case file information in START. This position ensures: post-adjudication follow up with United States Citizenship and Immigration Services (USCIS); coordination of refugee medicals and departures with the International Organization for Migration (IOM); request and follow up of assurances with the Refugee Processing Center (RPC) and stateside resettlement agencies (RA), report analysis, and ensuring adequate quality control mechanisms are in place for all aspects of the Case Processing activities.

Highlights of Key Responsibilities

Program Delivery

• 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

Staff Management, Training and Communication

• 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

Experience and Competencies: Knowledge, Skills & Abilities

Education

University Degree in any field

Work Experience

• At least three 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

Demonstrated Skills and Competencies

• 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

Language and Computer Skills

• 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

Working Environment
The position is currently based in Cox’s Bazar. The position requires both domestic and international travel to support delivery of USRAP processing within Bangladesh. A valid passport and the ability to acquire US and other visas, as necessary, is a requirement.

Standard of Professional Conduct: IRC and IRC employees are required to abide by the values and principles outlined in the IRC Way – Code of Conduct which are Integrity, Service, Equality and Accountability. In accordance with these values, IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Harassment-Free Workplace, Fiscal Integrity, Anti-Retaliation, Combating Trafficking in Persons and several others.

Gender Equality & Equal Opportunity: We are committed to narrowing the gender gap in leadership positions. We offer generous benefits that provide an enabling environment for women to participate in our workforce including parental leave, gender-sensitive security protocols and other supportive benefits and allowances. We welcome and strongly encourage qualified female professionals to apply.

We are an equal opportunity employer and value diversity at our organization. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Are you ready to join the most dynamic team?