Save the Children Administration Officer Jobs in Nigeria
Save the Children Administration Officer Jobs in Nigeria
Child SafeguardingLevel 3- The responsibilities of the post may require the post holder to have regular contact with children or young people and, in the overseas context all posts are considered to be level 3 posts in view of potential situations which may allow staff unsupervised access to vulnerable children and young people.
Role Purpose
To be responsible for working with programme staffs and beneficiaries to develop structure and methods for managing the complaints and feedback in the field as well as maintaining the integrity of information received.
This role will also involve management of CRM database by ensuring proper documentation and aggregation of CRM data including complaints received, investigated and responded to as well as providing detailed summaries of complaints issues to feedback to the program team during monthly and quarterly meetings/reports.
Scope of Role:
Reports to: MEAL Coordinator
Staff directly reporting to this post: CRM Assistants
Key Areas of Accountability
Objective 1: CRM Development, Support, Logistics and Coordination:
Set up a Beneficiary Complaint and Response Mechanism for humanitarian projects
Develop appropriate tools for capturing the complaints and feedback
Train the relevant staff/beneficiaries on data management process of CRM system
Ensure a proper filing system for all the complaints and feedback received through the helplines
Aggregate CRM data from the field to a summary CRM database
Provide detailed summaries of complaints issues for operational meetings and forums.
Identify complaint and other feedback trends which indicate where the Programs can improve.
Provide ad hoc reports as requested concerning complaints and other Beneficiary feedback.
Receive, investigate and respond to beneficiary complaints under the direction and supervision of Program/field Managers
Follow up on complaints and feedback internal referrals with appropriate offices and sectors and respond to raised pending issues
Negotiate suitable resolutions to complaints with the beneficiaries under the direction of the Program/Field Manager
Develop monthly CRM report
Objective 2: Routine Monitoring and Evaluation:
Support on-going monitoring and evaluation (M&E) of projects in reporting routine monitoring data against performance monitoring plans and frameworks
Work with field teams to collect information on potential case studies and success stories
Other duties as directed.
Education and Experience
Bachelor’s Degree in a relevant discipline (Health Sciences, Social Sciences, Development Studies or other)
1-2 years progressive experience working in a related position.
Formal training in Accountability, Monitoring and
Evaluation, Data Management, Data Quality Assurance (DQA) is an asset
Skills and Behaviours (our Values in Practice)
Accountability:
Accuracy and timeliness in all areas of responsibility
High level of accuracy in work, and ability to analyse complex sets of relationships and situations
Holds self and others accountable
Ambition:
Creating best-in-class EA function
Future-orientated, thinks pro-actively
Collaboration:
Working effectively with stakeholders to achieve common goals
Excellent communication and interpersonal skills
Builds and maintains effective relationships, with their team, colleagues, members and external partners
Approachable, good listener, easy to talk to
Creativity:
Designing more effective admin and data management systems
Willing to take disciplined risks
[Integrity:
Honest, encourages openness and transparency, demonstrates highest levels of integrity
Skills & Experience:
Administrative & General Skills
Knowledge and Skills:
Skills and experience conducting data verification, analysis, reporting and monitoring
Excellent interviewing skills
Experience managing a CRM process
Ability to lead on detailed logistical tasks such as those required for fieldwork or when organizing events
Excellent skills in oral and written communications
Good interpersonal skills, ability to work in a multi-cultural team environment
Strong quantitative and qualitative analysis skills are an advantage
Strong organizational, planning and prioritization skills
Competent and experienced in general office administration, coordination and logistics
Excellent IT skills
Fluency in Hausa, Kanuri and English language
Good writing, editing and presentation skills
Previous experience in facilitating trainings, workshops and events
How to Apply
For more information and job application details, see; Save the Children Administration Officer Jobs in Nigeria
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