Job Information
International Rescue Committee Senior Case Processing Manager (for RSC) in Cox's Bazar, Bangladesh
Requisition ID: req48111
Job Title: Senior Case Processing Manager (for RSC)
Sector: Program Administration
Employment Category: Fixed Term
Employment Type: Full-Time
Open to Expatriates: No
Location: Cox's Bazar, Bangladesh
Work Arrangement:In-person
Job Description
Program Brief
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
Qualifications
Education
Minimum University Degree in any field
Work Experience
At least 5-6 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
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, 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 women 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?
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.
The employee is required to adhere to The IRC Way for professional conduct, as well as be in compliance with all relevant IRC and donor policies and procedures while carrying out job responsibilities.