Accountability Manager

Job Description

Job Overview/Summary

Under the supervision of the MEAL Coordinator, the purpose of this position is to enhance the country program's Accountability systems and services in alignment with organizational policies and best practices. Responsibilities include expanding information sharing, promoting participation, capacity building, managing the Feedback and Response mechanism framework, and analyzing data for decision-making. The Accountability Manager will establish and coordinate a robust system to collect, record, and respond to client feedback, overseeing the organization's action in the country office. They will support the implementation of feedback mechanisms across sectors and ensure adherence to Client Responsiveness standards and global commitments on AAP. The Manager will also incorporate feedback into program design and evaluations, while ensuring the functionality and usage of tools like the Feedback Registry and CommCare in field locations.

Major Responsibilities:

Under the supervision of the MEAL Coordinator, the Accountability Manager has the following specific responsibilities:

1. Feedback Monitoring, Reporting, and Response:

- Strengthen client feedback mechanisms and ensure effective response systems are in place. - Establish client feedback channels for all sectors and locations, including partner organizations. - Design and develop standard operating procedures (SOPs) for feedback, reporting, and complaints mechanisms. - Manage the Feedback Registry and other tools (CommCare, Zendesk, KOBO) for secure and functional usage. - Regularly review and analyze feedback data, identifying trends and reporting them to relevant stakeholders. - Provide suggestions to improve IRC standards and client responsiveness. - Present feedback statistics and synthesize qualitative feedback for program team response. - Maintain a record of client feedback and ensure timely closure and response to feedback.

2. Data Usage for Action:

- Make client feedback data and analysis available to senior management. - Ensure regular flow of Client Responsiveness data, analyze and interpret it for informed decision-making. - Produce high-quality reports on client responsiveness, including post-distribution monitoring (PDM) findings. - Document and share knowledge and emerging practices on client responsiveness internally and externally.

3. Capacity Building:

- Lead the implementation of IRC global initiatives related to accountability. - Provide technical support and supervision to field staff working on client responsiveness. - Conduct regular visits to field sites to ensure effective implementation of accountability tools and strategies.

Other Responsibilities:

- Foster open and professional relationships within the team. - Respond to donor inquiries regarding feedback mechanisms. - Collaborate in strengthening client responsiveness capacities of implementing partners. - Perform other duties assigned by the supervisor to support IRC programs.

Key Working Relationships:

- Reports directly to the MEAL Coordinator and closely collaborates with the Country MEAL unit. - Supervises MEAL Assistants in different field locations. - Internal contacts include DDP, Technical Coordinators, Program/Project Managers, and Sectoral MEAL team. - External contacts include partner MEAL staff, clients, and external consultants.

Qualifications

- Experience in a similar role or with feedback management in a multi-sectoral, donor-funded project. - Bachelor's degree in Social Work, Human Rights, International Law, Social Science, Development Studies, or a relevant discipline (Master's degree is a plus). - Experience in delivering accountability mechanisms and engaging with communities, particularly marginalized groups. - Demonstrated experience in developing AAP tools and systems and maintaining feedback mechanisms. - Proficiency in data analysis and presentation for effective decision-making. - Experience in capacity strengthening of staff. - Excellent written and spoken English and Burmese - Proficiency in computer skills (Word, Excel, PowerPoint, Kobo Toolbox, CommCare, Power BI).. - Willingness to travel to different field sites.

Myanmar nationals with relevant skills sets and proven experience of working at international level are strongly encouraged.