Job Title:DIRECTOR OF MEMBER SERVICE - Ethiopia Country Office
TEAM/PROGRAMME: Ethiopia Country Office Senior Management Team
LOCATION: Addis Ababa
GRADE: TBC (Competitive Package)
POST TYPE: National or International
Child Safeguarding:
Level 3 - the responsibilities of the post may require the post holder to have regular contact with or access to children or young people
ROLE PURPOSE: As a member of the Senior Management Team (SMT) in Ethiopia, the Director of Member Service shares in the overall responsibility for the direction and coordination of the Country Office. The Director of Member Service in his/her capacity is responsible for providing leadership to ensure excellence in serving members and their donors, in both emergency and development contexts. The Director of Members service is responsible for external communication and media strategy and implementation, as well as management of visitors and publicity events.
SCOPE OF ROLE:
Reports to: Country Director
Dimensions: Save the Children works in 9 regions in Ethiopia with a current staff complement of approximately 1,600 staff and current expenditure of approximately $90+ million each year.
Staff directly reporting to this post: TBC
KEY AREAS OF ACCOUNTABILITY:
As a member of the Senior Management Team, contribute to:
• Leadership of the Ethiopia Country Office
• Support the development of an organisational culture that reflects our dual mandate values, promotes accountability and high performance, encourages a team culture of learning, creativity and innovation, and frees up our people to deliver outstanding results for children and excellent customer service for our Members and donors
• Help design and implement a coherent organizational structure that is consistent with agency practices and appropriate to programme needs
• Ensure Ethiopia Country Office complies with all Save the Children Management Operating Standards and Standard Operating Procedures
• Ensure that all required support is provided promptly, at scale and in line with the rules and principles during emergencies, working closely with the Regional Office
Member Service Leadership
• Develop and maintain good relations with members during the transition period and beyond
• Work with the Senior Management Team to build a culture of Member Service throughout the Country Office and ensure that all staff are held accountable for Member Service
• Be the first point of contact for members on country specific issues, ensuring that the country is appropriately represented to members
• Work with members and Country Office staff to ensure appropriate resourcing and timely delivery of agreed deliverables
• Implement robust Member Service standards, processes and procedures to enable consistent, excellent standards of Member Service by International Programs
• Implement the necessary processes to measure performance against key indicators and members' satisfaction, monitoring levels and taking corrective action to ensure ongoing, measurable improvement of Member Service Lead a culture of knowledge sharing and continuous improvement of Member Service in the country
• Ensure appropriate and adequate emergency Member Service procedures are detailed in the Country Office Emergency Preparedness Plan in order to enable rapid scale up
• Provide necessary support for incoming surge capacity during emergencies, working closely with Regional and Head Office
Resource Mobilisation
• Oversee the development and implementation of Save the Children in Ethiopia's fundraising strategy
• Work with other teams to maintain a good overview of Country Office’s plans and funding gaps
• Identify and nurture possible funding sources
• Identify and respond to requests for proposals from members
• Work with the Program Implementation Strategy team to proactively develop concept notes for new funding possibilities
Communications and media
• Oversee communications and media strategy and implementation
• Ensure effective contact with members and implementation of communication activities, including facilitation of media visits and working within incoming media & communications surge support during emergencies
• Ensure that the branding and communication guidelines of Save the Children are uniformly and consistently followed across the Ethiopia Country Office
• Proactively develop a high profile for Save the Children in Ethiopia (within Ethiopia and beyond) through the production of high quality, well researched, and well written products (in a variety of mediums) reflective of the dual mandate port folio, responding quickly and appropriately to external requests for information, especially in emergencies
• Develop and deliver a clear and effective system for internal communications including the dissemination of newsletters and other documents and publications for internal stakeholders including being able to scale up the delivery of robust communications material during emergencies per the Rules and Principles and requests from Members and Save the Children International
Staff Management, Mentorship, and Development – Member Service
• Ensure appropriate staffing within Member Service
• Ensure that all staff understand and are able to perform their role in an emergency
• Manage Member Service team; define expectations, provide leadership and technical support as needed, and evaluate direct reports regularly
• Ensure the recruitment, training, and promotion of staff as appropriate and ensure availability of appropriate professional development opportunities for staff
• Incorporate staff development strategies and Performance Management Systems into team building process. Establish result based system and follow up
• Ensure adequate segregation of finance duty within Country Office Manage the performance of all staff in the finance work area through:
o Effective use of the Performance Management System including the establishment of clear, measureable objectives, ongoing feedback, periodic reviews and fair and unbiased evaluations;
o Coaching, mentoring and other developmental opportunities;
o Recognition and rewards for outstanding performance;
Documentation of performance that is less than satisfactory, with appropriate performance improvements/ workplans
SKILLS AND BEHAVIOURS (our Values in Practice)
Accountability:
• Holds self accountable for making decisions, managing resources efficiently, achieving and role modelling Save the Children values
• Holds the team and partners accountable to deliver on their responsibilities - giving them the freedom to deliver in the best way they see fit, providing the necessary development to improve performance and applying appropriate consequences when results are not achieved
Ambition:
• Sets ambitious and challenging goals for themselves (and their team), takes responsibility for their own personal development and encourages others to do the same
• Widely shares their personal vision for Save the Children, engages and motivates others
• Future orientated, thinks strategically
Collaboration:
• Builds and maintains effective relationships, with their team, colleagues, members and external partners and supporters
• Values diversity, sees it as a source of competitive strength
• Approachable, good listener, easy to talk to
Creativity:
• Develops and encourages new and innovative solutions
• Willing to take disciplined risks
Integrity:
• Honest, encourages openness and transparency
QUALIFICATIONS AND EXPERIENCE
• Masters degree in an area of social development or equivalent.
• A general appreciation of the issues concerning the INGO sector with an in-depth knowledge in communications, marketing and/or fundraising
• Recommended a minimum of 10 years management experience in a corporate or an NGO environment, with experience in successfully leading the development and implementation of communication for an international humanitarian organisation, preferably with Save the Children
• Demonstrable track record of leading change which has led to significant results for the organisation and their stakeholders
• Highly developed interpersonal and communication skills including influencing, negotiation and coaching
• Highly developed cultural awareness and ability to work well in an international environment with people from diverse backgrounds and cultures
• Strong results orientation, with the ability to challenge existing mindsets
• Ability to present complex information in a succinct and compelling manner
• Experience of building personal networks, resulting in securing significant new opportunities for the organisation
• Has a strong international network within media and marketing to draw
• Writing and presentation skills, particularly in English
• Ability and willingness to dramatically change work practices and hours, and work with incoming surge teams, in the event of emergencies
• Experience of solving complex issues through analysis, definition of a clear way forward and ensuring buy in
• Commitment to Save the Children values
Date of issue: Author :
How to Apply;
email the CV and other documents to,
jobs.80990.999@savethechildrenint.aplitrak.com
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