Program Quality, Evidence & Learning Senior Manager – Syria

Location:  Amman

Position Status: Full Time (six-month-contract “renewable”)

About Mercy Corps

Mercy Corps is a leading global organization powered by the belief that a better world is possible. In disaster, in hardship, in more than 40 countries around the world, we partner to put bold solutions into action — helping people triumph over adversity and build stronger communities from within. Now, and for the future.

Program Summary

Mercy Corps has been operational in Syria since 2012 providing humanitarian assistance as well as implementing peace and conflict, and agriculture and livelihoods programming with a focus on resilience, early recovery, and social cohesion. Mercy Corps implements a range of activities aimed at supporting positive coping strategies by addressing the basic needs of vulnerable families while strengthening opportunities to generate income and increasing access to livelihoods and promoting social cohesion objectives.

The Program function at Mercy Corps supports its mission and works with program impact, innovation, and influence teams. Mercy Corps just launched its new global ten-year strategy, ‘’Pathway to Possibility’’, which reflects our ambitions to not only meet basic needs of communities affected by conflict and climate, but to achieve lasting, transformational change at scale. Pathway to Possibility (P2P) includes a three-layers resilience approach at its core and aims to deliver impact through four key outcome areas: Food Security, Water Security, Economic Opportunity, and Peace and Good Governance. P2P is also driven by five organizational commitments on being climate smart; evidence-driven; safe, diverse and inclusive; locally-led; and innovative and creative.

To deliver on P2P, Mercy Corps recently changed its global program department structure into two key teams: A Technical Resources and Quality (TRaQ) Unit which aims to deliver measurable impact, leads agency thinking in key technical and program management areas, and ensures quality programing while maintaining agency visibility with key audiences; The Evidence & Learning (E&L) Unit, which leads Mercy Corps’ efforts to use data, evidence, and analytics to improve programs, scale what works, and influence others. Evidence & Learning at Mercy Corps comprises Monitoring, Evaluation and Learning, Research and Learning, Crisis Analysis, and a developing Knowledge Management/Evidence Use team.

To reflect these structural changes, Mercy Corps MENAE recently created the Quality, Evidence and Learning (QEL) role at country level to ensure some of the key TRaQ and E&L Units functions could be fulfilled while the others will be met and supported by both regional and global teams.

General Position Summary

The Syria Program Quality, Evidence and Learning (QEL) Senior Manager

oversees the teams and work streams supporting strong program delivery and quality across Mercy Corps by integrating context-driven best practices, technical approaches, quality standards, and accountability mechanisms. In addition, enhancing Mercy Corps’ ability to generate, use, and facilitate the application of evidence to improve programs, scale what works, and influence others, through fostering evidence generation and learning, knowledge-sharing and capacity strengthening across the country portfolio. Under the leadership and direction of the Deputy Country Director (DCD) who oversees all program-related functions, the QEL role ensures the consistent implementation of program management standards, processes and best practices and to improve the quality, effectiveness and efficiency of Mercy Corps’ programs in Whole of Syria (WoS). They also drive and assure the quality of evidence-based programming and practices while ensuring a culture of adaptation and learning is shared across all country programs, both across the humanitarian and development portfolio.

Essential Job Responsibilities

STRATEGY AND VISION

•  Develop and lead on compelling WoS Program Quality, Evidence and Learning strategic directions that reflects MC Syria Country Strategy FY24-26 and that aligns with P2P, Global and Regional MENAE strategies
•  Use the recently developed Annual Implementation Plan (AIP) to deliver on key objectives and targets that pertain to Program Quality, Evidence and Learning, and contribute to other workstreams as needed
•  Lead on the establishment of a newly created QEL unit in Syria, ensuring the unit is cohesive and efficient, well and appropriately staffed, that team members are clear on the unit’s mandate and priorities and new team members well onboarded as needed
•  Serve as a key partner to the DCD to ensure QEL workstreams, initiatives and priorities are integrated across all programs and to ensure proper coordination across all programs
•  Collaborate and coordinate with Regional and Global TRaQ and E&L teams, ensuring Syria participation in TRaQ and E&L-led work streams while requesting necessary support when needed
•  Contribute to MC Syria impact delivery through the QEL teams, mandate and priorities
•  Contribute to the achievements of other organizational commitments whenever possible (climate smart; innovative and creative; evidence-driven, locally-led; safe, diverse and inclusive)

PROGRAM PERFORMANCE & QUALITY (Program Management Support, Program Standards, including MEL, Accountability/CARM and GESI)

•  Lead in establishing efficient program quality systems, processes and tools across MCS program portfolio
•  Champions and provides tangible technical support and guidance to Program Leads around Mercy Corps’ Program Management Policy and its associated minimum standards to ensure that the teams are driving transformational impact through executing programs that are of the highest quality
•  Support Program Leads and teams with the implementation of the PM@MC Policy, procedures and standards (inclusive of PM, CARM, MEL, GESI in Program Management, Cash Transfer Program/ GDP, and Infrastructure), overseeing efforts to conduct gap analysis, develop action plans, contextualize and continuously
• Identify, develop and disseminate Program Management guidance, tools, and templates needed for program teams to meet and exceed the Program Management and minimum standards throughout the program life cycle
•  Oversee efforts to ensure that all programs in Syria adopt and use recommended program filing structures to improve record retention, documentation management, standards adherence, and information sharing
•  Lead on the country roll out, familiarization, adoption and maintenance of global applications including the Program Management Dashboard App (PMD App), CARM Automation and the Program Identification Assignment App (IDAA).
•  Support the DCD in effective collaboration between program teams (grants/new business, program implementation and QEL teams) to ensure utmost program quality and that program standards are being met
•  Support the overall program cycle - from identification and design, kick-off to close-out - to drive strong evidence-based program design, promote program adaptation throughout implementation, ensuring programs are performing and of high-quality, and that evidence and learning are generated throughout the program lifetime.
•  Work closely with Regional TRaQ team as needed to ensure necessary program quality gaps are being identified and supported in a timely manner
•  Support the Community Accountability Reporting Mechanism (CARM) teams for all-CARM related functions, ensuring sound and efficient systems are in place across all programs and that CARM data are reviewed regularly for program adaptation
•  Support the CARM teams in the expansion to the larger accountability framework when starting globally
•  Support the GDI officer in leading the roll-out of Gender, Diversity and Inclusion as a priority area for MC XXX programs and ensuring GESI minimum standards are being met
•  Ensure that an appropriate Community Accountability Reporting Mechanism (CARM) is in place for all programs, and that results are utilized for implementation improvements and overall learning.

EVIDENCE GENERATION & LEARNING (MEL, Research, and collaboration with other evidence-generation teams)

•  Lead on MC Syria Evidence-Driven commitment and support the development of an evidence and learning vision in the country in collaboration with the Regional Evidence and Learning Unit and other evidence generation teams, contributing to a culture change in elevating the importance of evidence and learning at large to improve programs, scale what works and influence others
•  Coordinate with Regional ELU to develop or support the development key evidence and learning priorities for MC Syria at country and/or program level, in line with MCS Country Strategy and in alignment with Global and MENAE Evidence and Learning Agenda (ELA)
•  Support the Monitoring and Evaluation (MEL) teams for all MEL-related functions with a strong focus on in all quality assurance processes in the country (including but not limited to the MSR and TolaData)  
•  Support the development of sector guidance and lead MEL Teams in developing corresponding MEL frameworks in accordance with the overall country strategy
•  Develop and/or integrate new knowledge management systems to improve the processing, analysis and utilization of data and evidence generated across programs
•  Coordinate and collaborate with Country Crisis Analysis teams to include CA work when relevant and applicable to the broader MCS evidence and learning priorities and/or framework
•  Coordinate and collaborate with Country/Regional TRaQ/Technical teams to include technical assessments and other relevant outputs when relevant and applicable to the broader MCS evidence and learning priorities and/or framework
•  Support program teams at business development stage to ensure all new programs are designed based on evidence
•  Support program teams at inception stage to promote the development of key learning and/or research questions in collaboration with technical experts in-country, regionally or globally
•  Lead the development of processes to support program teams in integrating cross-program learning and ensure that lessons learned are used to inform adaptation of activities and future program design, with a particular focus on the use of quantitative and qualitative data for adaptive management and design
•  Lead efforts to develop and resource strategic local and regional partnerships to advance MC Syria evidence and learning strategic directions and influence, such research firms, academics, analysis agencies, data processing organizations etc…,
•  Contribute to MC Syria Influence objectives through the intentional and organized use and dissemination of generated evidence and learnings in various platforms and fora

TEAM MANAGEMENT

•  Supervise and manage all QEL team members and ensure their work is aligned and contributing effectively to the QEL team’s strategic directions
•  Create and sustain a safe, diverse and inclusive work environment of mutual respect where team members strive to grow, learn and 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, including capacity strengthening as needed
•  Ensure appropriate staffing within the QEL purview, and ensure all staff understand and are able to perform their role
•  Hire, orient and supervise new team members as necessary

REPRESENTATION AND COORDINATION

•  Coordinate internally with other teams in the country, regionally and globally to ensure the successful delivery of the QEL mandate.
•  Collaborate closely with regional Evidence and Learning and TRaQ team for all needed technical support
•  Lead efforts in sharing best practices with the broader humanitarian and development community in Syria when it pertains to evidence and learning and program quality
•  Contribute to MCS being seen as a thought leader in key technical areas relevant to MC Syria portfolio
•  Represent Mercy Corps in external coordination and donor meetings, as required.
•  Participate in the Complex Program board calls and associated follow-up as needed.

Organizational Learning

As part of MC’s commitment to organizational learning and in support of MC understanding that learning organizations are more effective, efficient and relevant to the communities they serve, MC expects all team members to commit 5% of their time to learning activities that benefit Mercy Corps as well as themselves.

Supervisory Responsibility: Country MEL, Research, CARM, GESI, Information Management.

Reports Directly To: Deputy Country Director

Works Directly With: DCD, Program Leadership Team, SMT Members, Operations Teams, Ethics/ Assurance/ Safeguarding, Regional Program Teams, and Regional and Global TRaQ and E&L Teams

Knowledge and Experience

•  Bachelor’s degree required. Masters or equivalent in a field related to Humanitarian or International Development or relevant fields is preferred.
•  At least 9 years’ experience providing coordination or management support to program implementation.
•  Experience working in the Middle East region and high-risk contexts preferred.
•  Proven ability to work cooperatively with internal and external stakeholders, and to play a leadership role in convening groups. Astute skills in relationship building and coordination.
•  Extensive experience with program quality, monitoring and evaluation, evidence and learning, research, information management in P2P related technical areas
•  Willingness and ability to travel frequently to Mercy Corps program sites and field locations, including traveling to insecure environments, is required.
•  Excellent listening communication and, interpersonal, communication and networking skills; and the ability to work with diversified populations.
•  Excellent presentation skills and capacity to deliver and facilitate training and capacity strengthening interventions.
•  Analytical, problem solver, with strong experience and understanding of project cycle management and coordination.
•  High level of self-awareness and self-development with the maturity to deal with constructive feedback.
•  The willingness and ability to adapt leadership and management style as appropriate.
•  Experience of conducting research, drafting and presenting reports to varied audiences.
•  Fluency in English and Arabic is required.

Success Factors

The successful candidate will have proven experience working effectively and respectfully in livelihood programming with NGOs and CBO representatives and will have effective verbal and written communication as well as multi-tasking, organizational, and prioritization skills. S/he will have demonstrated attention to detail, the ability to follow procedures, meet deadlines, and work independently and cooperatively with team members. S/he should have excellent coordination skills, the ability to manage multiple deadlines, and show initiative to improve program implementation. Sensitivity to multicultural humanitarian and development work and the ability to train and facilitate dialogue among a diverse group of individuals with various skill sets and working styles are all critical. An ability to creatively solve problems, juggle multiple priorities under tight deadlines, and calmly and diplomatically deal with unexpected and sudden events impacting program operations are also essential.

Ongoing Learning

In support of our belief that learning organizations are more effective, efficient, and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development

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 are 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

Mercy Corps is an equal-opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have a sustained global impact.

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 based on 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

Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants, or others, are treated with respect and dignity. We are committed to the core principles regarding the prevention of sexual exploitation and abuse laid out by the UN Secretary-General and IASC. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct eLearning courses upon hire and on an annual basis.