JOB DESCRIPTION

JOB DESCRIPTION

The CFM Manager is responsible for the day-to-day implementation and functionality of the CFM by the CFM Standard Guide., the demonstrated functionality of the CFM, the overall information management system, and the achievement of all deliverables. The CFM Manager must demonstrate the ability to solve problems, coordinate and collaborate with internal and external stakeholders, manage data, remain calm in a crisis, and represent WFP and Partners during CFM meetings.

WFP is looking for a CFM Manager to manage the day-to-day operations and strategic direction of the CFM. The CFM Manager:

• Will receive appropriate training to carry out their work in a professional manner, including training to record cases in the WFP feedback management system (MODA, SugarCRM, or any CO feedback management solution).
• Is expected to carry out its work per the UN’s three fundamental principles of integrity, professionalism, and respect for diversity.
• Sign and adhere to a code of conduct and an oath of confidentiality.
• Attend, apply, and follow relevant training courses.
• The CFM manager reports to the Head of Research, Assessment and Monitoring (RAM) Unit

KEY RESPONSIBILITIES (not exhaustive)

• Support community empowerment through the provision of accessible and timely information and participation in decision-making processes.
• Ensure data collection on accountability mechanisms (situation analysis).
• Assist Research, Assessment and Monitoring Unit as well as programme staff in storing and classifying complaints and feedbacks; lessons learned and good practices for effective knowledge management
• Provide technical support and assist in the development and implementation of various activities and processes within the specific area of work, supporting alignment with broader program policies and guidelines.
• Liaise with the IT focal point to troubleshoot any problems related to the technology supporting feedback management.
• Provide project management support for specific and/or defined programs to ensure that the various CFM activities are carried out within the framework of established objectives and in compliance with WFP policies and procedures.
• Within the specific area of responsibility, prepare a series of reports and data analysis and highlight trends/problems, ensuring that delivered products comply with company standards and quality control to advance the AAP program.
• Provide the necessary tools, training, and resources to enable the high-quality performance of the CFM system, in line with standard operating procedures and the WFP Privacy and Confidentiality Guide (PDPP)
• Promote a culture of accountability to affected populations (AAP) by ensuring that staff, partners, and external stakeholders are embedding AAP principles in program design, implementation, and decision-making processes.Act as a point of contact for the resolution of a range of operational issues and problems within a specific area of technical responsibility.

4P MAIN ORGANIZATIONAL SKILLS

• Ensure quality assurance at every stage of the data flow, updating the system as necessary.
• Design key performance indicators (KPIs) for operators (e.g. time to solve a problem, time per interaction, optimization rate, number of interactions processed per day). Manage performance to ensure these KPIs are met.
• Ensure appropriate coordination within the program team and other internal or external stakeholders relevant to the effective operation of the CFM. Maintain regular communication with the WFP program team to ensure any program changes are made, and that CFM operators have access to the most up-to-date and accurate information, processes, and procedures.
• Organize regular CFM team meetings and present CFM findings to the Programme team regularly and at relevant conferences. Deal with emerging concerns and inform the Unit Manager.
• Design and organize training sessions for new staff
• Support visibility efforts to raise awareness of the CFM among affected populations, WFP employees, and humanitarian actors – this may involve field visits and/or representation at meetings, among other activities.
• Maintain a professional level at all times, especially during difficult or stressful interactions with CFM users and colleagues.
• Perform other tasks as required.

MINIMUM STANDARD QUALIFICATIONS

Education:

Advanced University degree in International Affairs, Economics, Nutrition/Health, Agriculture, Environmental Science, Social Sciences or other field relevant to international development assistance, or First University Degree with additional years of related work experience and/or trainings/courses.

Language: Fluency level C in the National languages of The Gambia including English.

Experience: 1 year of specific experience in the field of community feedback mechanisms.

Knowledge & Skills: Excellent communication skills, clear and friendly attitude, ability to follow instructions. Demonstrated attention to detail, strong computer skills (including working on multiple platforms simultaneously), ability to problem solve, ability to work under pressure, and multi-task professionally while achieving goals in a high-pressure environment. Excellent time management and language skills.

Desired experience :

• Applied knowledge and skills in managing beneficiary services within humanitarian organizations.
• Applied knowledge of customer relationship management, and multi-tasking
• Applied knowledge of humanitarian, development, and/or peace-building architecture.

Level of Education: Bachelor Degree

Work Hours: 8

Experience in Months: No requirements