Head of Operations

HEAD OF OPERATIONS, SNV VIETNAM

Company Description

SNV is a mission-driven global development partner working across Africa and Asia. SNV has been working in Viet Nam since 1995, and currently has over 40 national and international staff.

Our work focuses on three sectors: Agri-Food, Energy, and Water, and three core themes: Climate Adaptation and Mitigation, Gender Equality and Social Inclusion, and Strong Institutions and Effective Governance. By continuing to focus on these interconnected areas and adapting and expanding our approach within them, we will reach more people in Viet Nam and beyond, ensure that they have every opportunity to lift themselves out of poverty and continue to make progress toward Sustainable Development Goals.

Job Description

Program / Department Summary

The Operations Department is committed to implementing and maintaining the highest standards of efficiency and integrity in daily Procurement, Administration, Logistics, Asset Management, Security, and Information Technology for all offices in Vietnam. The overriding objective for all SNV Vietnam operations activities are the prompt and effective provision of on-time solutions Vietnam’s beneficiary populations in compliance with Vietnam’s and donor policies, procedures, regulations and specifications.

General Position Summary

The Head of Operations is a member of the country’s senior management team with supervisory and managerial responsibility. Reporting to the Country Director, the Head of Operations will be primarily responsible for enabling excellence in all operations functions of all offices in Vietnam including procurement, logistics, assets, administration, information technology, safety & security and government liaison. They ensure effective systems that support strategy for healthy, robust and integrated functions of national team members.

They will be required to strengthen the operational performance and efficiency of the organization. They will also ensure that managerial processes, resources and the necessary infrastructure are all in place. The successful candidate will be organized, professional, deeply knowledgeable of these processes and best practices, a strong manager able to multi-task, a kind, supportive and yet firm manager, and someone who brings a lot of energy and a high work ethic to the role. This role is one of the top advisors to the Country Director, and collaborates closely with other colleagues at the regional and global level as well.

Essential Job Responsibilities

The specific duties and responsibilities of the Operations Manager includes, but are not limited to, the following:

Strategy & Vision

• Provide overall operational support to programs and facilitate coordination, supervision and monitoring of support activities designed to assist in fulfilling program objectives.
• Set direction of program support department by prioritizing and organizing actions & resources to achieve objectives and contribute to countrywide strategy development.
• Lead team members for future planning based in business development pipelines and/or program and country office expansion or reduction, and ensure operations support remains fit-for-purpose with the overall country office’s needs
• Plan and suggest activities for programs in compliance with the regulations and requirements of Vietnamese Government for effective and efficient delivery of programs 

Operations Management

Operational

• Ensure integration of program support systems and processes in all SNV Vietnam offices.
• Ensure all offices have capacity (human and technical) to support smooth program operations.
• Ensure internal and donor procedures, policies and guidelines are followed.
• Establish and maintain pipeline of supplies, overseeing the logistical aspects of the operation; oversee assets, equipment and all storage and movements as needed.
• Develop and periodically review country or field office specific policies and communicate them to teams.
• Oversee database and file management for administration, procurement, logistics, security and Information and Technology resources documents.
• Oversee facility management, including housing and office leases; ensure that security standards are maintained at all premises.
• Ensure that SNV contracts and business transactions/relationships are transparent and in compliance with Vietnamese law and SNV/donor policies.

Government Liaison

• Keep abreast of the latest data/ developments/ structures, necessary for Government Liaison Implementation in context of changing Government structure in Vietnam affecting SNV
• Represent SNV, as advised by Country Director, to government and authorities and assist in coordinating meetings with government bodies as required.
• Be responsible for visa, registration and other legal documentation for SNV expatriate staff.
• Be responsible to ensure all project agreement in SNV Vietnam are designed in line with Vietnamese Government’s requirement.   
• Be responsible to ensure SNV personnel develop and interact with national and local-level government network for smooth functioning of SNV Programs and timely organizing of project approval processes.
• Ensure regular meetings with various government officials at central, provincial and district level are held during project planning and implementation, including any relevant review and approval processes.
• Obtain customs and duty exemption certificates from the relevant authorities as and when required. 
• Train and oversee other operations team members’ role to support government liaison work and serve as a back-up liaison when needed. Collaborate with the head of Human Resources for historical knowledge and contacts.

Others

• Oversee SNV Vietnam’s interaction and participation in the UN Cluster System and other coordinating bodies, when operative. Monitor and communicate the information produced and presented by the various cluster groups, and assigns appropriate staff to represent SNV Vietnam. Strengthen coordination with colleague agencies as and when applicable. 
• Attend coordination meetings as discussed and agreed upon by Country Director.
• Conduct themselves both professionally and personally in such a manner as to bring credit to the program and to not jeopardize its humanitarian mission;
• Oversee and ensure GESI aspects are addressed across institutional strategic and programmatic levels.
• Other Operations duties as assigned by the Country Director

Procurement Management

• Work closely with program management to facilitate program planning and upcoming procurement resources needs.
• Work closely with program and finance teams to deliver successful programs while demonstrating excellent stewardship of donor funds and compliance with SNV and donor regulations.
• Responsible for the management of all project procurement functions compliance and control as described in SNV Procurement Policies.
• Work closely with finance and compliance to mitigate fraud, conflict of interest, and legal ramifications of SNV procurement activities.

Finance and Compliance Management

• Ensure all internal control procedures are adhered to and that necessary measures are put in place to ensure high standards of accountability and compliance.
• Work closely with finance/compliance to mitigate fraud, conflict of interest and legal ramifications of SNV  activities.
• Support and orient on SNV Ethical Standards and uphold SNV’s Zero tolerance of corruption policy.

Team Management

• Responsible for the management of all operational support functions and operations team; 
• Create and sustain a work environment of mutual respect where team members strive to achieve excellence.
• Promote accountability, communicate expectations and provide constructive feedback via regular performance reviews.
• Provide team members with information, tools and other resources to improve performance and reach objectives.
• Ensure continued development of a career path for operations staff in the country program by designing/using training regimens for operations staff. Identifying and building capacity of star performers with potential to develop the ability to adopt higher responsibilities and Temporary Duty Assignments, Expatriate-level roles, and/or emergency deployments.
• Work closely with program management team, to facilitate operations aspects of program planning, and upcoming operations resources needs.
• Assist the program team and departments to understand their roles and responsibilities in terms of interaction with operations departments.

Security

• Act as Country Security Focal Point (SFP) for SNV Vietnam and ensure safety and security of all SNV Vietnam Staffs.
• Proactively ensure that team members operate in a secure environment and are aware of policies.
• Conduct threat and security assessment for all SNV Vietnam Offices. Conduct regular visits to all field offices for security assessment, orientation and training. Monitor Minimum Operating Standards for Security (MOSS) for SNV premises and operations.
• Provide security briefings and updates to new hires, visitors as and when as needed. Designate and train other security focal points for project offices, to conduct orientation and trainings to respective field office staffs, where relevant.
• Assist Country Director, as required, in developing and implementing strategies to continue SNV operations continuity in times of heightened security. Participate in regional security dialogue and information sharing. Ensure compliance with security procedures and policies as determined by country leadership.
• Review and update all security systems and protocols on a yearly basis in coordination with HQ and external security consultants
• Lead the process of updating, implementing and lead of orientation of the Country Security Management Plan (SMP).
• Develop Annual security training plan with a focus on operational continuity during an emergency, critical incident (kidnapping) planning, hibernation, relocation and evacuation. 
• Review the current country leadership structure to consider establishing a country strategy team, or utilize the country management team to evaluate and manage the security risk level of the country or sub-locations, and lead regular (monthly or weekly meetings as needed) consultations to assess if safety and security situation changes.
• Record security incidents to the central tracking system and ensures critical incidents are reported to the Country Director and Global Security Advisor.
• Ensure all property including vehicles has adequate first aid kits, fire extinguishers etc. and provide training on same to all staff.
• Ensure safety and security of all SNV Vietnam staff and participate in security forums.

Influence and Representation

• Identify, build and manage collaborative partnerships with consortium partners, sub-grantees, donors, local governments and other stakeholders.
• Communicate with our partners to verify their systems and that they understand and follow all appropriate procedures and archiving.
• Establish high level of credibility and manage strong working relationship with external stakeholders.

Accountability to Beneficiaries

• SNV team members are expected to support all efforts toward accountability, specifically
  to our beneficiaries and to international standards guiding international relief and development work, while actively engaging beneficiary communities as equal partners in the design, monitoring and evaluation of our field projects.
• Team members are expected to conduct themselves in a professional manner and respect local laws, customs and SNV’s policies, procedures, and values at all times and in all in-country venues.

Supervisory Responsibility

Directly supervises 3 staff at this time, in procurement, administration and IT.

Accountability:  Reports Directly to: Country Director

Works Directly with: HR Manager, Finance Manager, Procurement Manager, Logistics Officer, Project Managers/Leaders, and Finance and HR team. Will work with project assistants in country project offices.

Qualifications

• BA /S or equivalent in Management, Social Sciences, International Development or other relevant field. Masters preferred. 
• A minimum of 10-15 years of relevant experience with at least 3 years of management experience in both program management and administrative or operational support functions with a development non-governmental organization with supervisor responsibilities.
• Experience in setting up and managing administration and finance management systems.
• Experience in procurement, logistics, and human resource management.
• Demonstrated understanding of supporting complex operations in challenging environments, complex emergencies, related security concerns and appropriate responses with experience in insecure environments.  
• Demonstrated attention to detail, following procedures, meeting deadlines and working and problem-solving independently and cooperatively.
• Effective verbal and written communication, organizational, prioritization and Microsoft Office applications. 
• Excellent negotiation, representation, skills and the ability to work comfortably with an ethnically diverse staff in a very sensitive environment.
• Security Management training and Crisis Management trainings.
• Proven ability to solve problems independently without direct supervision.
• Knowledge of USAID, IKI, DFAT, EU regulations helpful.
• Ability to work effectively with an ethnically diverse team in a sensitive environment

Success Factors

The successful Operations Manager will have excellent problem-solving skills. They have the ability to act as intermediary between program and operations staff to ensure smooth process flow while maintaining a balance between program implementation and compliance with SNV and donor policies. An impeccable professional standard and procurement ethics and the willingness and ability to enforce compliance is essential. S/he will have the ability to interact effectively with international and national personnel both in a managerial as well as training capacity and demonstrate ability to multi-task, meet deadlines and process information in support of changing program activities. They will ensure security management plan will be up to date and annual security audits are conducted and a resulting work plan is developed and implemented. They shall have the experience of government liaison experience and understanding of processes and requirements and have demonstrated ability to facilitate interaction and processes with Government and local authorities of SNV Vietnam to pursuit comprehensively on-going projects and to be able to launch new projects in Vietnam and will also advise the field and central team on local/ central government coordination issue raised and facilitate required plan of action. They would build healthy professional relationship with key influencers in the Government across primary and secondary stakeholders.

The most successful SNV staff members have a strong commitment to teamwork and accountability, thrive in evolving and changing environments and make effective written and verbal communication a priority in all situations.

Organizational Learning 

As part of our commitment to organizational learning and in support of our understanding that learning organizations are more effective, efficient and relevant to the communities they serve, we expect all team members to commit 5% of their time to learning activities that benefit SNV as well as themselves.

Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world’s most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives. We recognize that diversity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.

Equal Employment Opportunity

We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.

Safeguarding & Ethics

SNV team members are expected to support all efforts toward accountability, specifically to our stakeholders and to international standards guiding relief and development work, while actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects. Team members are expected to conduct themselves in a professional manner and respect local laws, customs and SNV's policies, procedures, and values at all times and in all in-country venues. As part of our commitment to a safe and inclusive work environment, team members are expected to adhere to SNV Code of Conduct policies and are required to complete mandatory corresponding learning courses upon hire and on an annual basis.

Accountability to Participants

SNV team members are expected to support all efforts toward accountability, specifically to our program participants, community partners and to international standards guiding international relief and development work, while actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.  

Additional Information

Application Deadline: Until 5PM, May 27th, 2024
Contract Duration: 1 year contract with the option of extension based on performance and budget availability.
Duty Stations: Ha Noi
Desired Start Date: ASAP

How to apply?

Join our team by applying today! If you are passionate about making a difference in people's lives and possess the required qualifications, we encourage you to submit your application to this LINK until 5PM, May 27th, 2024. At SNV, we value your privacy, and rest assured that all your information will be treated with the utmost confidentiality.

Applicants will be requested to provide us with the contact details of three people who are willing to act as a reference. We will only contact these references after your explicit permission.

Only shortlisted candidates will be contacted. Should SNV wish to proceed with your application, two interviews with a Selection Committee will take place.

SNV is an equal opportunities employer and female candidates are encouraged to apply.

Working at SNV:

SNV offers a competitive salary and comprehensive benefits package. We offer a challenging work environment, opportunities to lead and innovate, and a commitment to growing your skills in a fulfilling and diverse working environment. Our staff benefit from, and contribute to, an internal global network of experts. For more information, please visit our website: www.snv.org/careers.

SNV strives to be an inclusive employer, thriving on the diversity of its people and does not discriminate on the base of disability status, religion, ethnic origin, gender and sexual orientation, etc.

At SNV we prioritise safety and security for all employees. We conduct thorough background and reference checks concerning possible safeguarding incidents for all candidates applying for International determined positions. As SNV participates in the Inter-Agency Misconduct Disclosure Scheme, all reference checks include a request to past employers to fill in a questionnaire regarding Misconduct (sexual exploitation, sexual abuse, or sexual harassment), the “Statement of Conduct". This Statement of Conduct adopts the definitions used in the Scheme.? 

We do not appreciate third-party mediation based on this advertisement.