LWF World Service is the humanitarian and development arm of the Lutheran World Federation. We are a widely recognized, international, faith-based organization working in over 20 countries. We seek to unite people of all backgrounds in the quest for justice, peace, and reconciliation in an increasingly complex and fragmented world.

A commitment to the human rights of every individual, regardless of their status, guides our work, actions, and operations. We are particularly known for our timely, compassionate, professional humanitarian work and field presence in hard-to-reach areas. Our work is people-centered and community-based. Above all, we work with the most vulnerable, and to claim and uphold their rights, we engage proactively with local government and community structures. www.lutheranworld.org/WorldService.

The Lutheran World Federation (LWF) has been working in Jordan since 2012, assisting Syrian refugees in the Za’atari camp and in Jordanian host communities. Given the massive influx of Syrian refugees, and in the interest of promoting social cohesion, vulnerable Jordanian families have been targeted for assistance as well. Support to Syrian refugees and vulnerable Jordanians in urban and peri-urban host communities focuses on the populous areas of Northern Jordan, in particular Amman, Zarqa, Mafraq and Irbid governorates. Thematically, LWF Jordan works in the sectors of education, protection and livelihood, with gender justice and child protection being mainstreamed in all projects and activities.

Job Purpose:

Working under the Country Representative’s direct supervision, and close consultation and coordination with the colleagues in the LWF Jordan / Syria Management Team, the Support Services Manager (SSM) is responsible for furthering LWF’s mission by ensuring that that appropriate structure, systems and personnel are in place for effective support to LWF programmes in Jordan & Syria. The position directly oversees and leads the team that comprise administration including digitalisation /IT, HR, Government liaison, procurement, logistics and security. . The role also includes financial management of support costs and ensuring high levels of accountability and donor compliance.

For 2024 specifically, the SSM will be responsible for overseeing administratively the setup of the LWF Syria office including security assessments, lease agreements, procurement, recruitment of staff and networking with relevant stakeholders. In this, the position will closely liaise with the LWF Syria focal point based in Damascus.

In addition to working closely with colleagues in the LWF Jordan / Syria team, the position is expected to interact with technical support functions in the LWF Global Coordination Office (based in Geneva) in areas such as procurement, logistics, HR, IT, security and other functions upon need. Globally, LWF uses SharePoint, ActivityInfo and SAGE, in addition to local HRIS systems (Lenvo in LWF Jordan / Syria). The position is expected to support the active use and maintenance of these and other global systems, policies and guidelines.

Main Duties & Responsibilities:

Senior Management and Administration

• Participate in the management of the country programme’s strategic issues as a member of the Country Management Team (CMT).
• Assess the structure and effectiveness of support functions in LWF Jordan & Syria (including gaps and weaknesses identified through audits and reviews) and lead the implementation of institutional system development to ensure optimum efficiency and efficacy in programming and operations.
• Promote a value for money- approach through analysing systems costs, identifying potential savings and implementing cost saving measures.
• Supervise the team carrying out procurement, HR, logistics, security, admin, IT and security assessments
• Coordinate the collection, sharing, and institutionalization of lessons learned to enhance operations, and particularly the use of ICT tools for data management.
• Ensure the smooth running of all administrative functions in the country office (Jordan &Syria)

Logistics , Procurement & Asset Management

• Lead the procurement team in planning and ensuring compliance with the LWF Procurement Manual and donor regulations.
• Implement E-Tender system and enhance contractor management.
• Maintain comprehensive documentation and supply chain efficiency.
• Manage assets and vehicle fleet per LWF policies.
• Ensure secure communication and IT systems.
• Support project staff in logistics compliance and training.
• Uphold internal procedures and encourage learning opportunities.
• Ensure all vendor and service provider contracts meet internal standards.

Human Resources Management:

• Oversee the process of maintaining and developing the existing HR Information Management system (Lenvo).
• Ensure Human Resources policies are kept up to date, incorporating best HR practice, in line with LWF organizational policy and following the in-country labour laws.
• Oversee and Managing recruitment processes, overseeing job postings, screening applicants, conducting interviews, ensuring staff awareness of entitlements and policies, managing labour engagement, overseeing orientation and exits, and conducting staff training on various policies and codes of conduct.
• Overseeing compensation and conduct regular salary reviews to ensure fairness and compliance while managing benefits and conducting job analysis to update job descriptions.
• In collaboration with the management team (MT), and HR personnel, to lead the development and the implementation of the training plan for staff.
• Collaborating with the Finance Manager for monthly payroll preparation, advising the Country Director on staffing levels and budgeting, and ensuring accuracy and compliance in employee final payments.
• Promote an attractive working environment based on equality, caring attitudes, and integrity where staff feel safe, valued and respected. This includes managing LWF Jordan’s Complaint and Response Mechanism (CRM), providing a safe and effective platform for addressing and resolving grievances promptly and sensitively and developing, implementing, and overseeing strategies and procedures for Protection from Sexual Exploitation and Abuse (PSEA) and CRM, ensuring all incidents are handled with confidentiality and professionalism, and promoting strict adherence to LWF’s policies and ethical standards.

Security Management:

• Supervise security focal to support LWF teams related to security matters and guide to ensure that safety and security protocols are regularly updated and adhered to by field staff, including relevant plans and procedures for safe and efficient evacuation or hibernation.
• Lead and advise on security risk vulnerability assessments and contingency planning to mitigate the risk to staff and property.
• Recommend and coordinate training on safety-related aspects for staff as needed.
• To oversee incident reporting reviews, make proper recommendations to prevent risk and improve management response.

Team Management

• Lead and manage direct reports ensuring clarity over plans and priorities, providing supervision, guidance and mentoring, encouraging effective teamwork and inclusiveness and building a team spirit through regular meetings and events.
• Provide management support to direct reports in their management of others, and their implementation of role objectives, work plans and budgets.
• Undertake regular field visits to supervise and monitor programme operations to ensure compliance with LWF’s global policies and donor requirements.
• Implement LWFs performance management system with direct reports, with objective setting, probationary reviews, regular catch ups, 6-monthly performance appraisals, development planning and exit interviews, carried out for staff.
• Contribute to developing and model a team culture characterized by a shared vision, commitment and mutual accountability that reflects LWFs code of conduct and desired culture

Other:

• Undertake other related duties as may reasonably be assigned by the Country Director

PROFESSIONAL STANDARDS:

The LWF and LWF workers must adhere to the values and principles outlined in the Code of Conduct as well as the Core Humanitarian Standard and relevant LWF policies such as Protection from Sexual Abuse, Exploitation and Harassment (PSEAH), Child Protection and Gender Justice Policy. The staff member must conduct himself/herself both professionally and personally in such a manner as to bring credit to the LWF and to not jeopardize its humanitarian mission.

Requirements:

• Minimum a BA in management, Business, or any related study (Masters degree is preferrable)
• Minimum 7 years of experience, and a minimum 4 years’ experience in a similar position with I/NGO. preferably in Jordan and Syria
• Experience working in Syria, and setting up operations ( is desired)
• At least 3 years’ experience with people management, and Overall HR function
• Knowledge of supply chain management and procurement processes.
• Knowledge of budget cycle and monitoring processes.
• Knowledge of code of conduct principles and the HR systems for performance management.
• Knowledge of key donor policy and compliance procedures
• Knowledge of current humanitarian principles and policies, including the Core Humanitarian Standard, and protection standards

Skills

• Strong leadership, conceptual and analytical skills and demonstrated organizational, management and supervisory skills.
• Team-oriented, flexible and excellent communication skills.
• Advanced computer skills
• Experience using various systems / software such as SharePoint, ActivityInfo, SAGE or similar is an asset
• Previous experience in developing manuals, SoP ,etc
• Excellent English communication (Verbal and written).
• Proven ability to manage competing priorities in a fast paced and complex setting.
• Self-awareness and proven ability to operate successfully in different cultural environments.
• Ability to achieve results and maintain consistent high standards of professional behaviour and achievement, including when working within remote management
• Ability to manage stress, flexible and accommodating in difficult and frustrating working circumstance.