Complaints Feed Back Mechanism Team Lead at Norwegian Refugee Council (NRC)

Job Description

• Provide technical analysis and feedback in Area Office’s coordination meetings; 

• Assess, promote and document ideas for M&E improvements and further program development options; 

• Technical support (coaching, mentoring, on the job training) towards field offices staff; 

• Consolidate programme performance report at area office (output, progress markers, outcomes, budget spent versus results achieved) of the Area Office; 

• Ensure that projects target beneficiaries most in need, and explore and asses new and better ways to assist; 

• Support the set-up of complaint mechanisms within the geographical area of responsibility, in line with existing tools; 

• Support in close collaboration with the complaints and Feedbacks Mechanisms (CFM) officer the monitoring of the effectiveness and efficiency of complaint mechanisms in place; 

• Support in designing and developing research, distribution, post distribution monitoring methodologies; 

• Support in setting up a learning agenda; 

• Perform data quality checks and observations to guarantee that data is collected according to high quality standard; 

• Perform qualitative and quantitative data analysis, desk reviews and quarterly trends analysis with secondary data; 

• Document project progress, M&E issues and/or questions in a way that can be channelled to the Area Manager, the M&E Coordinator and Manager; 

• Support the team in other activities agreed and discussed with the management. 

Generic professional competencies for this position: 

• Experience from working directly with affected/local communities within an international organization in a humanitarian/recovery context 

• Previous M&E and research experience from working in complex and volatile contexts. 

• Core competency knowledge (Shelter, Education, WASH, Livelihoods and Food Security, Information and Counselling, Housing, Land and Property and Camp management) 

• Documented results related to the position’s responsibilities. 

Context/specific skills, knowledge and experience: 

• Knowledge of the context in the geographical area of responsibility is desirable  

• Bachelor degree or equivalent 

• 2-3 years of experience in Monitoring and Evaluation 

• Excellent Analytical Skills 

• Good knowledge of CAPI systems (Kobotoolbox, ODK, CSpro) and data visualisation (Power BI, Tableau) 

• Excellent command of Microsoft Excel, Power Point and Word 

• Knowledge of beneficiary database management  

• Good communication, interpersonal and leadership skills 

• Writing and reporting skills 

• Fluent in English, both written and verbal. 

Behavioural competencies 

These are personal qualities that influence how successful people are in their job. NRC’s Competency Framework states 12 behavioural competencies, the following are essential for this position: 

• Planning and delivering results 

• Working with people  

• Communicating with impact and respect 

• Handling insecure environments