Support Services Manager

DRC - Danish Refugee Council

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Application deadline in 27 days: Friday 12 Jul 2024 at 21:59 UTC

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This is a DRC - Expatriate or National contract. More about DRC - Expatriate or National contracts.

Who are we?

The Danish Refugee Council assists refugees and internally displaced persons across the globe: we provide emergency aid, fight for their rights, and strengthen their opportunity for a brighter future. We work in conflict-affected areas, along the displacement routes, and in the countries where refugees settle. In cooperation with local communities, we strive for responsible and sustainable solutions. We work toward successful integration and – whenever possible – for the fulfillment of the wish to return home.

The Danish Refugee Council was founded in Denmark in 1956, and has since grown to become an international humanitarian organization with more than 7,000 staff and 8,000 volunteers. Our vision is a dignified life for all displaced.

All of our efforts are based on our value compass: humanity, respect, independence and neutrality, participation, and honesty and transparency.

DRC has been operating in the Middle East (ME) region for over a decade, running a combination of emergency, livelihood, protection and advocacy programmes through Country Offices (COs) in Yemen, Syria, Iraq, Jordan, Lebanon and Turkey with a Regional Office (RO) in Amman.

DRC Yemen’s response

Throughout its nine field offices and a workforce of 450 staff, DRC upholds its main programmatic objectives to provide immediate and life sustaining assistance, to strengthen the protective environment, and to reduce displacement related risks and vulnerabilities by promoting self-reliance at household and community level.

About the job

Overall purpose of the role:

The Area Support Services Manager (ASSM) has overall leadership responsibility for DRC’s operational management for DRC Aden Area Office, West Coast base office and its field bases across South Yemen, with oversight on Finance, Administration, HR, IT, and Logistics and Procurement. The role is directly responsible to support DRC’s programming across the Aden Area and West Coast base Office and ensuring support functions are in accordance with operational standards per the DRC Operations Handbook and other DRC global and country-level guidelines.

Main responsibilities :

Planning and strategy

  • Ensure annual planning for support services is done and key performance indicators are met
  • Ensure project planning includes relevant support service requirements (such as lead times and appropriate budgets)
  • Ensure resource mobilization is realistic and fit for purpose to meet programme needs
  • Ensure that Area/Base Office retains and continually develops its operational capacity to provide rapid emergency response
  • Lead on compliance self-check and facilitation of internal and external audits
  • Support the roll-out and continuous functioning of DRC Dynamics (Enterprise Resource Planning System) including being a heavy user, training relevant teams in the Area and Base Office
  • As required, support the scale-up and scale-down of Base and Area Office operations, including establishing operational presence in new geographic locations.
  • Closely liaise with the leads of support functions in Country Office as required.

Team Management

  • Direct supervisory of Support Services Team Leaders in IRG-controlled areas of Yemen.
  • Ensure performance objectives and key performance indicators are established and regularly reviewed for direct reports.
  • Provide regular constructive feedback to direct reports, and support direct reports in performance management of their team members.
  • Develop staff competence through recruitment, leadership, training and coaching of key operational staff.
  • Lead on building high performing support teams for Aden Area Office, with a focus on improving operational efficiencies while ensuring compliance with DRC Global, Country Level, and donor regulations
  • Ensure that a capacity building plan is in place for national staff, and support succession planning of positions in line with DRC Yemen nationalization policy and guidelines, currently being developed.


  • Primary budget holder for all support service budget lines for Aden Area Office
  • Lead on the Master budget update, analysis and monitoring for South and West Coast with support from Base and Area Managers
  • Responsible for budget and BFU monitoring, expense forecasting, Rebooking, and proposal budgeting for support costs
  • Work with Country Finance Manager on capacity building of programme and support teams as relevant on financial compliance
  • Support completion of key financial tasks, such as donor financial reports, payroll, social security payments, cashbooks and cash forecasts, etc – in line with DRC SOPs and operations handbook
  • Ensure an efficient and low risk liquidity management in the operation in accordance with DRC rules and regulations

Supply Chain

  • Work with the Supply Chain Team Leader to ensure each of the sub departments (procurement, fleet, assets, and warehouse) is able to support Aden Area and West Coast Base Offices operational needs in a timely manner.
  • In coordination with Country Office, oversee the International Procurements conducted from Aden to ensure compliance with internal procedures, donor regulations, and on-time delivery of tenders.
  • Monitor department KPIs and monthly reports; support the Supply Chain Team Leader in improving KPIs and team efficiency

HR & Admin

  • Support the HR team in delivering on key functions such as recruitment, trainings, contract management, facilitation of performance reviews, staff inductions, payroll preparation, personal income tax calculations
  • Support the admin team to ensure follow up on key functions such as management of premises (office and guesthouse), local-level registrations, utility services and bills, rental and lease agreements
  • Ensure monthly reports and key performance indicators are met by both HR and Admin department


  • Represent support services in the South Area and Base Office within the Area SMT, lead effective coordination with Area/Base Support Services and the Leads of Support services at the Country Office level.
  • Assist Area Manager in conducting regular operational analyses to ensure cost efficiency of the South and West Coast offices.
  • Represent the Area office


  • Maintain high level of security awareness and adhere to all safety regulations provided by DRC for safety and security of DRC staff and assets in Aden as member of the Area Management Team.
  • Comply with DRC policies and practice with respect to child safeguarding, code of conduct, safety and security, anti-harassment, and other relevant policies and procedures.

About you

Experience and technical competencies

To be successful in this role, we expect you to be a positive, mature operational leader with a proven track record of developing effective initiatives, operational policies/SoPs, and impact. You are an effective people manager and enjoy working with teams of committed staff to build collaboration and capacity within the South Area and Base Office operations team and building strong relationships with the country support services team.

  • Minimum 5 years of support services and implementation experience in a volatile and complex humanitarian setting is required, with preference for a candidate with experience in one or more of DRC Yemen’s key support services such as Finance and Supply Chain.
  • Minimum 4 years in staff management in a highly operational INGO; a strong preference for demonstrated capacity building and coaching skills.
  • Excellent negotiation and communication skills – verbal and written.
  • A strong understanding of key donor policies and compliance procedures.
  • Experience in ERP system is highly desirable.
  • Ability to adapt to the complex and stressful working conditions of the area of operations along with willingness to follow security policies and procedures.
  • High-level knowledge and practice with Excel, Outlook, etc., as well as data analysis.
  • Ability/willingness to work with extremely tight deadlines and balance multiple tasks.


  • Master’s degree in relevant field of social science such as humanitarian action and development; or an additional 4 years of relevant work experience in lieu.


  • English (Fluent)
  • Arabic (Desirable)

In this position, you are expected to demonstrate DRC’ five core competencies:

Striving for excellence: You focus on reaching results while ensuring an efficient process.

Collaborating: You involve relevant parties and encourage feedback.

Taking the lead: You take ownership and initiative while aiming for innovation.

Communicating: You listen and speak effectively and honestly.

Demonstrating integrity: You uphold and promote the highest standards of ethical and professional conduct in relation to our values and Code of Conduct, including safeguarding against sexual exploitation, abuse and harassment.

We offer

Contract length: one year contract

Band: F1 manager

Duty Station: Aden

Designation of Duty Station: Non-Family Duty Station

Start date: ASAP

Salary and conditions will be in accordance with Danish Refugee Council’s Terms of Employment.

Application process:

Interested? Then apply for this position by clicking on the apply button, or via below link. All applicants must send a cover letter and an updated CV (no longer than four pages). Both must be in English. CV only applications will not be considered.

Please note that applications sent directly to the email will not be considered****.

Applications close on July 12th 2024. The Test /interviews are expected to take place maximum 2 weeks after the closing date

For further information about the Danish Refugee Council, please consult our website

Added 3 days ago - Updated 8 hours ago - Source: