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Operations Manager – DRC



About Mercy Corps

Mercy Corps is powered by the belief that a better world is possible. To do this, we know our teams do their best work when they are diverse and every team member feels that they belong. We welcome diverse backgrounds, perspectives, and skills so that we can be stronger and have long term impact.

The Program / Department Summary

Mercy Corps program in the DRC Mercy Corps has been operating in the Democratic Republic of the Congo (DRC) since August 2007, with a staff of around 400 people working in Eastern DRC, with the overall country goal being to support vulnerable communities through crises, while fostering programs that build resilience and promote long-term change. Mercy Corps’ national office is in Goma with sub-field offices in North Kivu, South Kivu, Ituri and a new complex program starting in Kasai. Mercy Corps DRC’s key programming areas include a combination of longer-term development and immediate humanitarian response programs in order to 1) Improve water service delivery and ensuring equitable access to Water, Sanitation and Hygiene services, in urban and rural areas; 2) Improve food security and nutrition; 3) Promote diversified livelihoods, economic recovery and development; 4) Support peacebuilding and local governance. Mercy Corps DRC’s humanitarian programs aim specifically to assist populations affected by the conflict and crisis in Eastern Congo.

Mercy Corps defines Complex Programs as programs that meet a high-value threshold and that are high-risk and high-potential. These programs are prioritized for increased support and oversight, with a special focus on bringing the right investments to start-up to set program teams up for implementation success.

The Operations Department provides key support to the entire country program in procurement, asset management, warehouse management, fleet management, logistics and ICT & sub-field offices management for successful program implementation.

The Operations Manager is a key member of the DRC Operations team and a member of the Country Leadership Team (CLT).

The Position

Under the direction of the Operations Director, the Operations Manager will assist with and in some instances directly lead and manage the day-to-day/routine operational functions including procurement, logistics, ICT, asset, warehousing, fleet, field sub-offices, safety and security, and field staff support. This role will be in direct support of ensuring an efficient and effective support of the Gains Complex Program. S/he will ensure effective systems that support strategies for healthy, robust, and integrated functions of national team members. S/he will be required to strengthen the operational performance and efficiency of the GAINS program in the Kasaï province by developing the capacity of staff and establishing the right systems. S/he will also ensure that managerial processes, resources, and the necessary infrastructure are all in place to support the program.

Essential Responsibilities


●          Maintain overview of the support needs for the new complex program and develop the Operations systems accordingly.

●          Be creative in looking for efficiency of the operations systems and processes given the various constraints and challenges related to the country context and perhaps the starting up of new office locations.

●          Provide program support, coordination, supervision, and monitoring designed to meet program objectives.

●          Conduct the market survey in the program implementing area, establish the providers and prices list and work with the program team to develop and implement the general and annual procurement plans. 

●          Establish, implement, and conduct the monthly inter-departments meetings for program and support teams.

●          Ensure operations’ reports timely elaboration and submission, including warehouse, assets, fleet, ICT and sub-offices management. 



●          Assist in recruitment of team members and development of the operational structure of the offices in the country; develop the capacity of new staff, deepen understanding of their roles and assist with career development.

●          Hire, orient and lead team members as necessary.

●          Promote accountability, communicate expectations, and provide constructive feedback informally and formally via regular one on one meetings.

●          Create and sustain a work environment of mutual respect where team members strive to achieve excellence.

●          Work with all Mercy Corps staff to ensure smooth introduction and adoption of operational systems.

●          Be responsible for full and proper implementation of Mercy Corps systems of management, compliance, and control as described in Mercy Corps field guidance manuals.

●          Work with finance compliance to mitigate fraud, conflict of interest and legal ramifications of Mercy Corps activities. This includes working with the Mercy Corps country teams, as necessary to share tools, collaborate with staff and share information/support needs.



●          Assume direct responsibility for ensuring effectiveness of start-up operational systems in support of the complex program.

●          Under the direct supervision of the Operations Director, work closely, the COP and the DCoP, the Finance and Compliance Manager, the HR & Admin Coordinator, and others to ensure that all operational departments are working in close collaboration with programs to facilitate smooth, efficient and effective program implementation.

●          Work closely with the HR/Admin teams and other team members supporting the HR/Admin aspects of launching the program and any support offices, including on the content and quality of orientation for new staff regarding policies and procedures and on regular training of policies and procedures.

●          Create and maintain systems ensuring effective and transparent use of financial resources for timely and informative reporting in line with donor and Mercy Corps policies and procedures.

●          Implement a monthly operational pack and a dashboard to ensure follow-up and analysis is updated on a monthly basis in all operations and program areas.

●          Ensure that archiving of operations documentation is well organized with hard and soft format and up to date to facilitate audit and information research.



●          Ensure timely, accurate processing and documentation of procurement activities compliant with the Field Procurement Policy & Procedures FP3.

●          As necessary, support implementation of warehouse procedures are followed as described in the Warehouse Policy and Procedures Guidelines.

●          Support and in some cases, directly supervise the procurement of vehicles, recruitment of drivers and coordinating any consultant drivers/cars; and ensure systems to track maintenance, fuel usage and vehicle scheduling, as needed. 

●          Assist with establishing and maintaining pipeline of supplies, overseeing the logistical aspects of the operation; overseeing commodity storage and movements as needed.

●          Liaise with in-country finance to ensure compliance and payment schedules; develop and maintain service contracts in coordination with the country team, HQ and region. 

●          Coordinate logistical (non-program) aspects of material aid projects and associated shipments; manage importation and customs clearance elements. Oversee equipment registration, licensing, and insurance.

●          Maintain inventory records of materials and materials flow; oversee tracking of all assets.



Effective and efficient resources management in sub-office management, procurement, logistics and ICT on the achievement of the following results:

●          Ensure effective management of logistics resources and reporting in a systematic, transparent, and efficient manner to country management.

●          Responsible for provision of high quality and timely procurement and other program support.

●          Exercising oversight over procurement processes and logistics ensuring compliance with Mercy Corps procurement policies and procedures as well donor rules and regulations.

●          Oversee provision of transport and importations/exportations.

●          Oversight on maintenance of proper custody of Mercy Corps assets, warehouse inventory and general inventory.



●          Interface with stakeholders responsible for coordinating all supply shipments via the appropriate approval processes.

●          Communicate with local partners as well as sub-grantees to verify their systems and that they understand and follow all appropriate procedures and archiving.

●          Maintain productive relationships with all stakeholders, vendors, suppliers, etc.

●          Consistently demonstrate flexibility, resilience, and ability to maintain positive relationships and composure, even under difficult circumstances.

●          Maintain high ethical standards and treat people with respect and dignity.



●          Assist the country team in the day-to-day security management of offices.

●          Ensures  implementation of the security procedures and policies in coordination with the country team on standard security policies and procedures;

●          Proactively ensure that team members operate in a secure environment and are aware of policies.

 Supervisory Responsibility

All Operations team including:

●          Head of Offices, Tshakapa

●          Head of Office, Ndjoko-Mpunda

●          Procurement Team Leader, Tshikapa,

●          Logistics Team Leader, Tshikapa,

●          Senior Procurement Officer, Kinshasa,

●          Security Officer, Tshikapa. Supervisory Responsibility


Reporting to: Operations Director.

Works Directly with: CoP and DCoP, Compliance & Finance Manager, HR/Admin Officer, as well as all other staff members focussed on support to the complex program start-up.

Collaboration: All logistics and Operations team in the country and region as required.

Accountability to Participants and Stakeholders

Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.

Minimum Qualifications & Transferable Skills 

●        BA/BS degree in a relevant field.

●        A minimum of 5 years field experience setting up and managing administration, procurement logistics and security systems with humanitarian NGOs, with supervisory responsibilities.

●        Proven understanding of complex emergencies, related security concerns, and appropriate responses with experience in insecure environments. 

●        Demonstrated attention to detail, following procedures, meeting deadlines, and working and problem-solving independently and cooperatively.

●        Knowledge of Mercy Corps’ systems and procedures (esp. procurement systems) desirable; knowledge of USAID and international institutional donors’ regulations helpful.

●        An internationally recognized qualification in project or program management or a commitment to obtain the qualification in the early months of work.

●        Knowledge of Sphere Standards and other training in humanitarian response preferred.

●        Effective verbal and written communication, organizational, prioritization and Microsoft Office applications.

●        Excellent oral and written French and English skills required; proficiency in local languages is a plus.

●        Ability to work effectively with an ethnically diverse team in a sensitive environment. Working experience in the DRC is a plus.

Success Factors

 The successful Operations Manager is an effective leader that can build and motivate a team of people from a variety of departments under pressure and within a limited time. S/he is very well organized, communicates clearly and uses strong interpersonal skills to navigate challenging organizational political situations.

 Living Conditions / Environmental Conditions

The Operations Manager will be based in Tshikapa, Kasaï province where the complex program is implemented with some field travel. Staff typically have access to essential services, such as medical care, electricity, water, etc. This position requires travel by road or air to field locations in relatively insecure environments and climatically harsh conditions.

Mercy Corps team members represent the agency both during and outside work hours when deployed in a field posting or on a visit/TDY to a field posting. 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.

Fostering a diverse and open workplace is an important part of Mercy Corps’ vision. Mercy Corps is an Equal Opportunity Employer regardless of background. We are committed to creating an inclusive environment.

Ongoing Learning

In support of our belief that learning organizations are more effective, efficient and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development

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.

Equal Employment Opportunity

Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained global impact.

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 is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC and have signed on to the Interagency Misconduct Disclosure Scheme. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct elearning courses upon hire and on an annual basis.

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