Head of Operations

JOB TITLE:

Head of Operations

GRADE:

Senior Manager

TEAM:

Regional Operations

REPORTS TO:

Head of Pakistan

LOCATION:

Islamabad, Pakistan (with regular travel to other office locations, currently Peshawar and Lahore)

DATE PREPARED:

October 2019

JOB CONTEXT & PURPOSE

Adam Smith International has been operating in Pakistan continuously for over a decade. It is one of ASI’s largest country operations globally, with three office (in Islamabad, Lahore and Peshawar) and some 130 staff and consultants. Our Pakistan team is implementing two of DFID’s flagship programme: one of its largest education programmes globally (focussed on Khyber Pakhtunkhwa (KP) province) as well as a politically sensitive rule of law programme covering both KP and Punjab.

As well as two project teams, ASI Pakistan is supported by a substantive operational platform, a Head of Operations, Head of Finance, full time security manager, IT Manager and a cadre of non-project finance and HR staff. The Head of Operations leads the Pakistan operations team, taking overall responsibility for all operations and logistics support across the three offices.

This vacancy comes at a key time for our work in Pakistan:

·         Pakistan has an extremely strong business development pipeline, with multiple large opportunities in ASI’s core sectors with a range of clients due to be tendered next year. With both major projects due to close in 2020, the focus of work is shifting to refreshing the portfolio and securing new wins.

·         The Justice System Support Programme (JSSP) is operating in a very complex political environment and is delivering emerging results. The programme has had a challenging history, including a performance improvement plan, but has successfully transitioned to its implementation phase.

·         ASI’s work on the Khyber Pakhtunkhwa Education Sector Programme (KESP) has entered its eighth and final year. The programme is delivering outcome level results following the many years of investment.

·         We have for many years been working to bring our corporate arrangements in Pakistan into full compliance with local laws and regulations. Good progress has been made so far in 2019, which needs to be consolidated in 2020. 

This role is full time, beginning in January 2020.

KEY RELATIONSHIPS

(e.g. internal and external relationships)

Key Internal Relationships:

·         Reports to ASI’s Head of Pakistan

·         Line management responsibility for:

o    Office Managers in Islamabad, Lahore and Peshawar

·         Expected to maintain close relationships with:

o    ASI Pakistan’s project teams, including project managers, Team Leaders and other key figures

o    ASI Pakistan’s Head of Finance and wider finance team on all matters relating to finance and compliance.

o    ASI Pakistan’s HR Manager and the wider HR team

o    ASI’s Global Operations and Security Manager

o    ASI’s IT Manager and the wider IT team

o    National Head of Security

Key External Relationships:

·         ASI Pakistan’s sub-contractors, suppliers and potential vendors

KEY TASKS

1. Oversight and management of all vendors contracts, including rental contracts of ASI’s offices and accommodation.

2. Supervise logistics including accommodation, transportation of staff travelling to field, warehousing for programmatic activities, donor visits etc.

3. Mentor, supervise, motivate and oversee the performance of operations staff, including through formal performance management processes.

4. Ensure effective fleet management reporting at all levels and set reporting standards to be followed to promote efficiency.

5. Supervise the office maintenance, meetings, conferences & arrangements etc.

6. Maintain, implement efficient operations processes and standards already in place having full ownership of the operations and administration manual.

7.Oversee the inventory management of all assets by conducting quarterly checks of all assets as well as an 100% annual check.

8.Oversees management of procurement and other logistics to ensure goods, works and services are procured in a timely manner to facilitate projects implementation.

9.Close coordination with the Head of Security, including for health and safety or local and expatriate staff, and the facilitation of expatriates for visa services including invitation letters and visa extensions.

10. Coordination with the IT Manager to ensure IT services are provided effectively across all offices

11. Attend ASI Pakistan senior management meetings and provide weekly and monthly updates on operational issues.

12. Responsible for completing the bi-annual appraisal process of all operational staff as per SOPs.

13. Close co-ordination with the Head of HR and assist in the recruitment, selection, training of operations staff.

14.Conduct bi-weekly visits to the regional offices, communicate operational polices and conduct department meetings.

16. Work with senior managers and project managers to develop and refine efficient and effective support service for project delivery.

17. Any other tasks assigned by the Line manager.

KEY ACCOUNTABILITIES

1. High quality operational support delivered for all project teams.

2. Vendor contracts managed effectively at market rates.

3. Offices maintained to a high standard and issues dealt with quickly and efficiently.

4. Direct reports are motivated and performing well as per their Terms of Reference.

5. Procurements run efficiently according to the established processes.

6. Company assets are stored to a high standard and are secure.

7. Support services performance issues are addressed or escalated as appropriate

8. All staff work (and, where accommodation is provided, live) in healthy and safe locations.

9. HR issues with support staff are addressed as per ASI’s policies (in coordination with the HR manager).

10. Poor value for money in the operations platform is identified and escalated.

MINIMUM

QUALIFICATIONS:

• Minimum of a bachelor’s degree in operations management or related field.

EXPERIENCE REQUIRED:

• 10 years proven experience in operations, management or similar leadership role.
• Excellent communication and negotiation skills.
• Excellent organisation and leadership skills.
• Excellent knowledge of multiple operational functions and principles.
• Proven ability to plan and manage operational processes for maximum efficiency.

ATTITUDE:

• Positivity that enthuses and motivates others in the face of issues, challenges and frustrations
• Proactive, enthusiastic, flexible, self-starting, resourceful
• High level of emotional intelligence in the following areas: self-awareness, social awareness, self-management, relationship management.
• Open-minded, flexible approach to problem-solving.
• Resilient to and patient in the face of changing circumstances and challenges.
• Achievement- and solution-oriented.
• Determination to complete work to an extremely high quality.
• Trustworthy, reliable, professional, contentious and accountable.
• Willing to travel frequently to regional offices and any business locations (as required)

COMPETENCIES:

• Nous – Proven ability to navigate commercial situations
• Leadership – demonstrated ability to motivate colleagues – both peers and those under management – to high performance over several years
• Analytical mind and able to problem solve with limited supervision.
• Planning and delivering results
• Managing complexity
• Innovation and change management
• Collaboration and teamwork
• Proven ability to work under pressure

KNOWLEDGE:

• Understanding of duty of care, occupational health and health and safety issues from a company perspective and ability to mitigate our risks.
• Excellent written and spoken English and Urdu (essential)

SKILLS:

• Advanced negotiation skills.
• Excellent relationship-building skills.
• Excellent leadership and people management skills.
• Ability to thoroughly plan operational activities
• Finance and forecasting abilities.