Mercy Corps is a leading global organization powered by the belief that a better world is possible. In a 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. Mercy Corps has been operating in Nepal since 2005, implementing programs in food security, agriculture, market development, financial services, youth engagement, climate change adaptation and disaster risk reduction. We take a systems-based approach in our programming, with the aim of improving the lives and potential of vulnerable individuals and communities across Nepal.
The operations department is committed to implementing and maintaining the highest standards of efficiency and integrity in daily Procurement, Administration, Logistics, Asset Management and Information Technology for field offices in Nepal. The overriding objective for all Mercy Corps operations activities are the prompt and effective provision of on-time solutions to Mercy Corps’ beneficiary populations in compliance with Mercy Corps’ and donor policies, procedures, regulations and specifications.
The Operations Manager will manage administrative and logistics support functions for the Mercy Corps program in Kathmandu. Reporting to Head of Operations, the Operations Manager will be responsible for enabling excellence in all operations functions including procurement, asset, fleet, warehouse management and administration.
They will be required to strengthen the operational performance and efficiency with a special focus on capacity building of teams and ensuring operational systems are in place.
Be responsible for strengthening the communication with all departments to ensure the required support is provided with a pro-active approach.
The specific duties and responsibilities of Operations Manager includes, but not limited to the following:
- Provide program support, coordination, supervision and monitoring activities designed to meet program objectives.
- Develop, implement and manage relevant Mercy Corps operations systems for Kathmandu office and other field offices as required.
- Advise and support the development and management of systems, for full integration with Mercy Corps systems.
- Work with Mercy Corps staff to ensure smooth introduction and operation of necessary systems, including travel to field offices if and when necessary for support and orientation.
- Manage all administration and logistics functions and proper implementation of Mercy Corps systems of management, compliance and control.
- Extend Mercy Corps Nepal’s commitment to Gender and Social Inclusion to the operations team, by learning and applying equitable practices in operations, procurement and logistics.
- Ensure implementation of Mercy Corps operational policies and procedures.
- Supervise procurement, logistics and administration team members to ensure smooth implementation of operational requirements
- Work closely with the program teams to ensure that the operational needs of programs have been planned and are being implemented. This includes procurement planning.
- Work closely with Program and Finance teams to ensure compliance with Mercy Corps and donor regulations.
- Assist the Program team and departments to understand their roles and responsibilities in terms of interaction with operations departments. These include trainings, regular coordination meetings (Program review and kickoff meetings), problem solving, procurement planning and other such planning activities to ensure effective and timely program implementation.
- Ensure timely and accurate processing and documentation of procurement process, ensure accurate paperwork and a supply chain as described in the FP3 and related manuals.
- Ensure procurement records systems are well managed and maintained.
- Ensure the warehouse procedures are followed as described in the Field Warehouse Management Policy.
- Supervise the fleet management team and ensure that systems are in place to track maintenance schedules, fuel usage and vehicle scheduling as described in the Field Fleet Management Policy.
- Maintain service contracts, and support master service agreements process.
- Oversee tracking of all assets to ensure accurate record keeping of Mercy Corps and donor assets, including exceptional items that require registration and movement tracking, in accordance with the Mercy Corps Field Asset Management Policy.
- Supervise and ensure inventory records of materials and materials flow in warehouses.
- Support customs clearing, equipment registration, licensing and insurance, etc.
- Ensure the Admin systems are implemented as described in the Field Facilities and Office Management Policy
- Provide support to the admin team in the maintenance and upkeep of office premises. Ensure property leases are maintained according to the policy. Oversee facility management, including housing and office leases.
- Ensure that updated office-related policies are available including phone usage, per-diem etc.
- Oversee administrative procedures for travel and hotel management and the relevant polices are followed.
- Ensure teams receive translation and interpretation services as and when required though Master Service Agreements
- Sufficient office supplies including stationery is available at all times and received through MPAs.
- Guests and expats receive updated welcome package before their arrival and are facilitated throughout their visits.
- Work closely with Finance and compliance teams to mitigate fraud, conflict of interest, and legal ramifications of Mercy Corps activities.
- Participate in management meetings where required and ensure close collaboration with Program and Finance teams.
- Fulfill Mercy Corps’ Program Management Minimum Standards based on the organization-wide guide.
- Ensure all interventions adhere to Mercy Corps’ Gender Policy, Do No Harm principles, and beneficiary accountability standards.
- Develop the capacity of the team, deepen understanding of their roles and assist with career development.
- Organize trainings related to operations policies and initiatives for all staff including operations, program, finance etc.
- Assist team members with information, tools and resources to improve performance & reach objectives.
- Promote accountability, communicate expectations and provide constructive feedback informally and formally via regular one on ones and performance reviews.
- Create and sustain a work environment of mutual respect where team members strive to achieve excellence.
- Hire, orient and lead team members as necessary.
- 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.
- Ensure compliance with security procedures and policies as determined by country leadership.
- Proactively ensure that team members operate in a secure environment and are aware of policies.
- Ensure office premises and housing (including expat houses) is equipped with the updated first aid kits and all required safety and security tools
- Vehicles have first aid kits and fire extinguishers at all times and the drivers and other staff members receive sufficient training(s) to handle accidents
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.
- 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.
Directly supervises Deputy Procurement Manager, Admin and Log Officer
Reports Directly to: Head of Operations
Works Directly with: Operations team in Kathmandu and field offices as required, program, human resources and finance teams.
- A minimum of five years field experience in administrative or operational support functions with a humanitarian non-governmental organization.
- Experience in setting up and managing administration and finance management systems.
- Experience in procurement and logistics management.
- Minimum of two years’ experience in humanitarian assistance field emergency/relief settings.
- Demonstrated understanding of complex emergencies, related security concerns, and appropriate responses to such emergencies.
- Excellent writing and communications skills.
- Excellent negotiation, representation, skills and the ability to work comfortably with an ethnically diverse staff.
- Effective verbal and written communication, organizational, prioritization and computer skills in Microsoft Office applications.
- Demonstrated attention to detail, ability to follow procedures, meet deadlines and work independently and cooperatively with team members.
- Proven ability to solve problems independently without direct supervision.
- Knowledge of local language desirable.
- Knowledge of Mercy Corps systems and procedures (particularly Mercy Corps procurement systems) highly desirable.
Excellent problem solving skills, and ability to act as intermediary between program and operations staff to ensure smooth process flow while maintaining a balance between program implementation and compliance with Mercy Corps and donor policies.
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.
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.
Accountability to Participants
Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners and to international standards guiding international relief and development work, while actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.
Equal Employment Opportunity
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 team members are expected to support all efforts toward accountability, specifically to our stakeholders and to international standards guiding relief and development work, while actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects. 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. As part of our commitment to a safe and inclusive work environment, team members are expected to adhere to Mercy Corps Code of Conduct policies and are required to complete mandatory corresponding learning courses upon hire and on an annual basis.