Alight Country Director Jobs in Rwanda
Alight Country Director Jobs in Rwanda
Our Purpose and Work in Rwanda Our purpose in Rwanda is to support refugees. With support from the government of Rwanda, UNHCR, BPRM and other donors, Alight currently provides critical services in all of the refugee camps across Rwanda. Alight has consistently operated in Rwanda since 1994, and today has a strong and committed team of over eight hundred personnel who include full time staff and incentive workers, and hundreds of community volunteers – implementing programs in Primary Health Care, Reproductive Health, HIV and Nutrition; also Water, Sanitation and Hygiene, Shelter and general Infrastructure, Clean Energy, Livelihoods/Economic strengthening, Education, Community Services, Protection, SGBV prevention and response and child protection. Alight work in Rwanda currently covers all the refugee locations and neighboring communities.
The success of the Rwanda program in designing and implementing customer-centered services is of the utmost strategic importance to Alight. With support and partnership from the Alight global team, Alight partner organization Kuja Kuja, and the refugees we serve, the Rwanda program will (we hope) emerge as Alight’s model and gold standard of customer-centered service provision. By listening to customers and providing exemplary services, the program will become a beacon inside Alight.
About the Role
As the Country Director, you will lead and manage a successful country program serving refugees and their neighbors across Rwanda. And you must do so in a way that creates a customer-centered, gold-standard services that can be replicated across Alight.
This is a shared journey; continuous communication with all stakeholders will be key. As a leader inside Alight, the Director must embrace the potential of all people to help – every staff and community member, donor, UNHCR, local and national government. The Rwanda government is the host and it’s critical to not only maintain strong relationships but also align program strategy to national strategy. Promoting and making space for belonging and co-creation inside their team is required.
As this is a shared journey and has meaning and consequence globally, the Director must share and nurture a vision of change and inspire staff at every level of the organization to participate in building customer-centered and co-created service models and programs. The Director must also work with all stakeholders to share the vision and invite co-creation.
Essential Responsibilities and Duties:
Country Program Leadership
Serve as the enterprise leader of the Rwanda Program, responsible for the quality programming, financial health, compliance, and timely delivery of services, reports, and other critical deliverables.
Ensure that the Rwanda enterprise is Alight and the mission and values of the organization are alive inside the team and the work.
Create a place of belonging for staff, volunteers, and partners - ensure there is dignified space, employees are seen and heard, and that there are growth opportunities. Follow policies and contribute to organizational goals to ensure diversity, inclusion and equity in the workplace and services.
Strategically lead the Rwanda team to provide exemplary refugee-led service and become a beacon inside Alight and beyond.
Lead a stellar Rwanda-based senior management team to meet and exceed expectations of customers, donors, and partners.
Harmonize with diverse stakeholders who make Alight possible. Work in a measurable and accountable way towards shared purpose and goals.
Customer Accountability
Customer accountability is core to the emergent Rwanda program and to the work of Alight. In this role, you will be expected to lead a team to evolve core refugee camp services through managing to customer satisfaction and implementing customer ideas. We expect the team will set the gold standard for customer accountability and guide other service sites, programs, and organizations forward.
Collect Customer Feedback Data
Alight and Kuja Kuja co-designed and developed a customer feedback tool. Alight uses the Kuja Kuja data collection tool and may use some of their data collection services. The challenge is that the first (amazing) approach we first used to collect data was simply too expensive to scale. One of the first challenges will be to find a fundable,
affordable, desirable and feasible method to collect data that can be scaled to services across Alight.
Budget for and fund data collection. Figure out how to budget for data collection and fund it using existing grants, new grants, or private funds. The solution must be scalable across Rwanda and Alight services globally. This will likely require many iterations and input from across the organization.
Make customer feedback actionable
Kuja Kuja is continuously working to find ways to report on data. The Rwanda team will work with both Kuja Kuja and the global M+E team to make sense of data to identify the urgent concerns, popular ideas, and transformational possibilities. The existing “innovation hour” format will be used to showcase ideas and move them forward. Additional approaches and structures to s service co-cocreation will need to be designed.
Determine how to structure the team and assign responsibility for implementation of customer ideas. Make sure that the responsibility for implementing customer ideas is clearly delegated – including urgent needs and continuous improvements. Be sure staff have what they need to be successful. Explore co-implementation with community business and organizations. Develop the mindset and discipline to do the doable. Understand that approaches must be replicable.
Be bold in design. There are very real viability and feasibility constraints to scale. But there will also be exciting new opportunities follow the data and co-create new approaches to service design.
Sharing for Accountability and Transformation
Sharing process, designs, and results is a core responsibility of this position. Sharing is core to accountability to customers, partners, and the organization. And sharing allows for replication and iteration by service providers and organizations beyond Rwanda and beyond Alight.
Share with the public. Customer-led service design is core to becoming Alight and transforming our industry. The team is responsible for making ratings and progress public. Every idea implemented must be tracked and shared. The story of service transformation must be understood across time. Powerful tweaks and transformations should be packaged and shared for others to replicate.
Replication and scale are key. Rwanda will blaze a path for others to follow. You are responsible to work with global teams, Kuja Kuja, and others to ensure service teams across Alight have a realistic and cost-effective way to collect and respond to customer feedback. Playbooks, trainings and other tools will be created to show others how to operationalize the Rwanda approach.
Qualities top candidates will possess
To be successful in this role, you must have the humility to truly listen to and trust refugee customers with decision making and design. This role requires country leadership experience, deep connection to service provision, and a strong orientation to change-making.
The right person will be focused but also know that lasting change requires going wide and working right alongside colleagues, partners, service providers and customers. Great patience and kindness is expected – especially when leading teams to embrace new ways of working. The mandate is ambitious and will only be advanced by someone willing to believe transformation is both possible and necessary.
Skills and experience we’re seeking
Deep industry experience - NGO country program leadership, program design and management, and front-line direct service provision desired.
Meaningful experience in serving marginalized communities and demonstrated success at improving the status quo.
Proven ability to work with diverse partners to make great things happen – most important is experience designing with customers but the ability to harmonize and co-create with national governments, bi-lateral and multi-lateral donors, private donors, host communities, local businesses, and global teams is also critical to success.
Patience, curiosity, and openness to try new things and to iterate and refine solutions.
Ability to build and lead a strong team who fully contribute to success.
Experience leading transformation and innovation inside an organization.
Ability to communicate powerfully about your work to both small and large groups.
Fluent English is required; Kinyarwandan a plus.
How to Apply
For more information and job application details, see; Alight Country Director Jobs in Rwanda
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