The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world’s largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you’re a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

The Resettlement Support Center Asia (RSC Asia), funded by the US State Department Bureau of Population, Refugees, and Migration (PRM), assists persons throughout Asia seeking permanent resettlement in the United States. Responsible for a portfolio of 37 countries, RSC Asia: prepares refugee applications for the United States Refugee Admissions Program (USRAP) using START (a State Department–managed data system that supports the arrival and resettlement of refugees through technology); provides information to resettlement agencies about arriving refugees and offers cultural orientation training to refugees bound for the United States. RSC Asia is based in Bangkok, Thailand, with a sub-office in Kuala Lumpur, Malaysia and in Cox’s Bazar, Bangladesh.

Job Overview/Summary

The System Solution Coordinator (SSC) serves as RSC Asia’s primary focal point with the Refugee Processing Center (RPC) on matters related to the functionality and further development of START, including the use of Processing Guides and policy updates. The SSC represents and attends high-level meetings with PRM and the RPC in the U.S. The SSC has a strong understanding of PRM policies and START compliance requirements, as well as experience interpreting U.S. Donor regulations. The SSC will play a pivotal role in supporting RPC-directed initiatives and collaborating with RSC Asia START users to advance training, system testing, processing guidance, and the review and drafting of local Standard Operating Procedures (SOPs). This position is essential for driving business process changes, implementing change initiatives, and enhancing overall efficiency within the organization. The SSC reports to the RSC Asia Senior Program Coordinator

Responsibilities

Leadership and Management

• Support and contribute to initiatives directed by the RPC, ensuring alignment with organizational goals.

• Coordinate with department leads to achieve RSC Asia’s goals of improving efficiency, maximizing the use of START, and optimizing business processes.

• Engage with Senior Leadership and department leads to manage and execute change implementation projects, ensuring smooth transitions and successful adoption of new processes.

• Champion adherence to RPC’s global START processing guides, while keeping local exceptions to a minimum after obtaining authorization for local deviations from RSC Asia Leadership.

Program Delivery

• Ensure consistency and accuracy across the organization by thoroughly reviewing local SOP practices and implementing standard guidance through change management efforts.

• Lead the implementation and oversight of QC measures to maintain the highest standards of data accuracy and compliance across all processes. This includes developing and enforcing QC protocols, conducting regular audits, and providing detailed reports and recommendations to Senior Leadership and department leads to continuously improve data integrity and operational efficiency.

• Continuously assess START training sessions to ensure ongoing improvement and effectiveness, measured by metrics such as training completion rates, participant feedback scores, and post-training performance improvements.

• Provide strategic analysis and expert support for SPS tickets, leveraging subject matter expertise to address complex issues. Emphasize strategic thinking to drive innovative solutions and enhance overall operational effectiveness.

Best Practices and Sharing

• Serve as the RSC lead for all RSC communications with the RPC

• Participate in RPC & SSCs collaboration and knowledge-sharing forums (GitHub and regular calls)

• Maintain a thorough and current awareness of PRM, RPC, and RSC policies, plans, initiatives, and developments that impact or otherwise influence RSC staff

• Plan and coordinate various opportunities for RSC involvement in the practice, collaboration, interaction, and education of the new system with the RPC Minimally Lovable Product (MLP) build/development team.

• Provide RSC with the latest updates on system development and support knowledge sharing back to respective units.

• Lead coordination with other RSCs on a rotating basis, as assigned by RPC.

• Embrace a data protection mindset; motivate colleagues to utilize START functionality like workload views, assignment groups, and filters to track, monitor, and organize work in-system and not outside of the START system

• Other duties as assigned by RPC to support standardized use of START, and START-related system improvements and RSC coordination

Human Resource Management, Staff Development & Retention

• Develop workplans for direct reports and provide additional support to ensure timely and efficient work output.

• Identify job objectives and training needs for all direct reports and recommend actionable development opportunities for staff.

• Bench-strength and train direct reports to assume roles and responsibilities of the RSC Asia System Solution portfolio.

• Maintain job descriptions to ensure positions are aligned with grant objectives and provide performance feedback on a regular and timely basis

• Maintain open and professional relations with team members, promoting a strong team spirit and providing oversight and guidance to enable staff to successfully perform in their positions.

Key Working Relationships:

Position Reports to: Senior Program Coordinator, RSC Asia

Position directly supervises: Senior System Solution Manager, RSC Asia

Senior Data Integrity Manager, RSC Asia

(Technical supervisor) Senior System Solution Manager, RSC Asia (Malaysia)

(Technical supervisor) Senior System Solution Manager, RSC Asia (Bangladesh)

Indirect reporting: RSC Asia Director, Senior Program Coordinators RSC Asia (Malaysia and Bangladesh)

Other Internal and/or external contacts:

Internal: RSC Asia START users

External: RPC, and other USRAP partners as needed

Job Requirements:

Education

• Bachelors’ Degree required, Masters’ Degree in a related field is preferred

Work Experiences

• Minimum 5 plus years of work experience in Resettlement Support Centers and/or United States Refugee Admissions Program (USRAP), policies, and standards and WRAPS system processes and system steps.

Demonstrated Skills and Competencies:

• General familiarity with RPC and USRAP programmatic responsibilities, processes, and policies

• Ability to work with a high degree of autonomy in planning, organizing, and carrying out the assigned responsibilities, including coordinating activities with professional staff

• Excellent analysis, evaluation and problem-solving skills

• Excellent written and oral communications skills in English

• Proven ability to handle multiple tasks simultaneously

• Familiarity with iterative software development methodologies and delivery is preferred

• Experience testing web-based solutions is preferred

Language Skills: Proficient in written and spoken English. Fluency in a refugee language is beneficial.

Working Environment:

The position will be based at the RSC Asia regional office in Bangkok, Thailand but is subject to change (within the region) based on programming needs and/or at the request of the donor. While primarily operating in a standard office work environment, the position may require domestic and international travel to support program delivery. A valid passport and the ability to acquire US and other visas, as necessary, is a requirement.

**Standard of Professional Conduct:**The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct. These are Integrity, Service, Accountability, and Equality.

Commitment to Gender, Equality, Diversity, and Inclusion: The IRC is committed to creating a diverse, inclusive, respectful, and safe work environment where all persons are treated fairly, with dignity and respect. The IRC expressly prohibits and will not tolerate discrimination, harassment, retaliation, or bullying of the IRC persons in any work setting. We aim to increase the representation of women, people that are from country and communities we serve, and people who identify as races and ethnicities that are under-represented in global power structures.