Head of Operations

  • Mid-level, Full-time staff position
  • Posted on 29 January 2018

Job Description

The Head of Operations’ (HoOps) primary function is to provide leadership and oversight of the country program’s operational support departments including Human Resources, Finance, Information and Communication Technology, Supply Chain Management (Procurement and Commodity Management), Security, and other Administration. Compliance and Partnership are themes. The HoOps ensures that programs are supported to effectively meet articulated needs, manage risk, and increase efficiency. The HoOps ensures that all offices have corresponding systems in place and that applicable CRS and donor policies are consistently applied. The HoOps leads and oversees activities to strengthen the capacities of partners in these same functions. The HoOps is a member of the senior management team and plays a key role in all senior management decisions and initiatives.



  1. As a member of the Country Program’s senior management team, work with senior colleagues to coordinate efforts with the aim of best serving program participants.
  2. Incorporate Operations issues into country strategic planning process. Assess and advocate for needed investments in Operations capacity.
  3. Serve as officer in charge of the country program during absence of Country Representative if requested.
  4. Attend relevant interagency, sector coordination, and representational meetings as required. Network with equivalent staff in colleague organizations.
  5. Work with technical leads to improve Operations capacity, including systems and staffing.
  6. Oversee Operations functions in field offices by directly supervising Field Office Managers.

Functional Management to Increase Effectiveness:

Human Resource:

  1. Supervise the HR Manager in strategic management of human resources, including talent mapping, succession planning and career development. Communicate CP priorities and guide him/her to ensure alignment of efforts. Ensure that the program is adequately staffed to meet the needs of the Agency per the direction of the Country Representative. Ensure that recruitments are conducted as per policy.
  1. Ensure compensation policies and practices are administered to support internal equity, market competitiveness and policy adherence.
  2. Ensure implementation and continuation of performance management system.
  3. Ensure the creation of an environment of care and comfort for all staff.
  4. Ensure the integrity (accuracy, security) of information from HR information systems (e.g. NED) .


  1. Supervise the Finance Manager in the strategic management of financial resources. Communicate CP priorities and guide him/her to ensure alignment of efforts.
  2. Engage the finance team in proposal development, ensuring collaboration with the program department that ensures optimal proposal cost applications.
  3. Review APP’s and program budgets to ensure that they reflect overall program priorities and expectations, mitigate risks, and reflect maximum obtainable efficiency. Review periodic forecasts with these objectives in mind.
  4. Review financial statements to ensure that inter-department coordination and dispensing department behavior is such as to promote budget conformity and good cash management. Work with the Finance Manager to take corrective action when required.
  5. Authorize country program expenses. Oversee cost pool management.

Information and Communication Technology:

  1. Supervise the IT Manager in the strategic management of ICT resources. Communicate CP priorities and guide him/her to ensure alignment of efforts.
  2. Apply ICT-enabled change management principles and act as a sponsor for and supporter of change agents. Promote adoption of standardized systems by all staff.
  3. Where CP’s engage in ICT4D and other location-specific development projects, ensure the application of GKIM policies, and project management and ICT system planning and implementation principles.
  4. Ensure the application of ICT system operation, maintenance, and support principles. Ensure adherence to GKIM standards and protocols related to IT systems. Support management of service requests by facilitating integration with the Global Help Desk.
  5. Ensure the application of unique principles of managing ICT vendors.


  1. Supervise the Procurement Manager in the strategic management of material resources. Communicate CP priorities and guide him/her to ensure alignment of efforts.
  2. Ensure efficiency and compliance in local and international procurement.
  3. Ensure integrity (accuracy, security) of SCM information systems.

Process Management to Reduce Risk


  1. Supervise the staff responsible for Security.
  2. Ensure compliance with CRS policies on security including those that require a Field Security Plan, briefings for visitors, development of and adherence to security protocols.
  3. Ensure monitoring of the security situation in the country generally and in CRS operational areas in particular, and communication of appropriate messages to staff.
  4. Assume direct responsibility for liaising with relevant international security officials (such as the UN Integrated Office for Safety and Security) and local authorities to address security incidents as they arise.
  5. Support the advocacy program of the staff responsible for security who works with local and international NGO for a (such as an NGO Security Forum) to address/advocate around security issues affecting NGOs in Country Program.


  1. Supervise the Administration Manager. Communicate CP priorities and guide him/her to ensure alignment of efforts.
  2. Ensure that the physical plant is appropriate to need and that it is managed in conformity with CRS policies.
  3. Ensure that transportation services other than fleet management are appropriate to need and delivered in conformity with CRS policies.
  4. Ensure that risk mitigation strategies including insurance are undertaken. Lead preparation of agency risk reporting.
  5. Ensure proper stewardship of CRS resources, and the optimal utilization and maintenance of program assets and resources including proper inventory controls (includes oversight of inventory receiving and shipping as well as warehouse, fleet and asset management and the disposition of assets).
  6. Ensure high quality reporting that allows for proper tracing and tracking of inventory and assets. Ensure that in-kind transactions are reflected appropriately in financial statements according to CRS policy.

Relationship Management to Build Capacity and ensure Compliance

Donor and Government Compliance:

  1. Perform periodic conduct systems checks in all support departments and offices to ensure that CRS is in compliance with CRS and donor standards, and to ensure responsive support to staff, programs, and partners.
  2. Identify management system weaknesses, establish priorities, provide recommendations for improved systems performance and ensure compliance.
  3. Oversee compliance with US Law as it pertains to CRS’ operations. This includes the Patriot Act, FFATA, U.S. export licensing regulations under OFAC and Commerce programs in coordination with HQ Office of General Counsel.
  4. Oversee compliance with local laws. Ensure that legal commitments are made in accordance with local law and US law where applicable. Manage responsibilities that go with an international presence, including country agreements and visa and registration requirements. Identify and work with local counsel.
  5. Act as lead contact for and lead responder to any issues that emerge from internal and external audits.
  6. Plan, organize, liaise, oversee, and monitor CAP implementation for A-133 and other audits of subrecipients.

Partner Capacity Building:

  1. Lead relevant CRS staff to help partners identify and resolve management quality issues, and to continually improve quality.
  2. Provide timely, efficient, appropriate technical assistance to staff and partners in management issues.

Agency-wide Competencies (for all CRS Staff)

These are rooted in the mission, values, and principles of CRS and used by each staff member to fulfill his or her responsibilities and to achieve the desired results.

 Serves with Integrity

 Models Stewardship

 Cultivates Constructive Relationships

 Promotes Learning

Head of Operations Competencies

 Promotes Stewardship of Resources

 Ensures Principled compliance

 Proactively Manages Risk

 Leads Operational Improvements

Supervisory: Human Resources Manager, Finance Manager, IT Manager, Procurement Manager, Administration Manager.

Key Working Relationships:


The Country Representative, Head of Programming, COP, Head of sub-offices, Department Managers, Project Managers and Program Coordinators, Regional Office (particularly the DRD-MQ); HQ-OPEX, HQ Human Resources, HQ Finance, HQ GKIM, OGC, Internal Audit (HQ and local team)


Heads of Caritas Internationalis representatives; Church partners; CRS implementing partners; operational partners and colleague organizations; USAID Mission; Center for Disease Control, EU, and other international donors; Local Government; auditors; banking and insurance Institutions; service providers, vendors and banks.


  1. Master’s in business administration, finance, accounting, human resources, or other relevant field.
  2. Minimum five years work experience in a management of non-profit, development, and/or humanitarian organization. At least two years of this should be in a developing country outside candidate’s country of origin.
  3. Understanding of CRS financial and administrative systems (Sun Systems and Vision accounting software), policies, and procedures preferred.
  4. Experience managing large, complex U.S. government awards; knowledge of relevant regulations.
  5. Knowledge of procurement and general office administration/management issues.
  6. Ability to work in a complex environment and to lead and work with a multi-cultural team.
  7. Computer literate in MS Office, internet, email.
  8. Strong communications and analytical abilities.
  9. Willingness to travel

Foreign Language Required: French

Travel requirements: 25% of the time

CRS’ talent acquisition procedures reflect our commitment to protecting children and vulnerable adults from abuse and exploitation.

Applications will be received until this position has been filled.

About the Organization

Catholic Relief Services was founded in 1943 by the Catholic Bishops of the United States. Our mission is to assist the poor and disadvantaged, leveraging the teachings of the Gospel of Jesus Christ to alleviate human suffering, promote development of all people, and to foster charity and justice throughout the world. Working through local offices and an extensive network of partners, CRS operates on five continents and in 98 countries. We aid the poor by first providing direct assistance where needed, then encouraging people to help with their own development. Together, these approaches foster secure, productive, just communities that enable people to realize their potential. As the official international relief and development agency of the U.S. Catholic community, CRS is also committed to educating the people of the United States to fulfill their moral responsibilities toward our global brothers and sisters by helping the poor, working to remove the causes of poverty, and promoting social justice.

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