Summary
Date Posted: Tuesday, April 12, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Country Director
Reports to Chief Operating & Experience Officer | Full time |
Our Purpose and Work in Rwanda
Our purpose in Rwanda is to support refugees. With support from the government of Rwanda, UNHCR, BPRM and other donors, Alight currently provides critical services in all of the refugee camps across Rwanda. Alight has consistently operated in Rwanda since 1994, and today has a strong and committed team of over eight hundred personnel who include full time staff and incentive workers, and hundreds of community volunteers – implementing programs in Primary Health Care, Reproductive Health, HIV and Nutrition; also Water, Sanitation and Hygiene, Shelter and general Infrastructure, Clean Energy, Livelihoods/Economic strengthening, Education, Community Services, Protection, SGBV prevention and response and child protection. Alight work in Rwanda currently covers all the refugee locations and neighboring communities.

The purpose of the Rwanda program is evolving. Alight is an organization committed to doing a better thing and we are seeking a leader to forge a new path for the program. Rwanda is a future-oriented country committed to unleashing human potential. The future Alight program in Rwanda will bravely be better by 1) being radically accountable by consistently collecting (refugee) customer satisfaction data at all service points 2) using that data to make continuous service improvements and 3) using customer insights to co-create better programming. The goal is to emerge with both highly rated services AND a customer accountability model that can be replicated across service points globally.
The success of the Rwanda program in designing and implementing customer-centered services is of the utmost strategic importance to Alight. With support and partnership from the Alight global team, Alight partner organization Kuja Kuja, and the refugees we serve, the Rwanda program will (we hope) emerge as Alight’s model and gold standard of customer-centered service provision. By listening to customers and providing exemplary services, the program will become a beacon inside Alight.


About the Role
As the Country Director, you will lead and manage a successful country program serving refugees and their neighbors across Rwanda. And you must do so in a way that creates a customer-centered, gold-standard services that can be replicated across Alight.
Country Directors serve as enterprise managers responsible for the impact, financial health, and timely delivery of services. They are Alight leaders ensuring the purpose and values of the organization lives inside all work. The Country Directors and programs are surrounded by support from the global team and colleagues in other country programs. They have the opportunity of partnering with the Alight family of organizations (including Questscope, Kuja Kuja, Eastern Congo Initiative, and ORAM).

This is a shared journey; continuous communication with all stakeholders will be key. As a leader inside Alight, the Director must embrace the potential of all people to help – every staff and community member, donor, UNHCR, local and national government. The Rwanda government is the host and it’s critical to not only maintain strong relationships but also align program strategy to national strategy. Promoting and making space for belonging and co-creation inside their team is required.
This position is responsible to work with an internal and external team to determine a desirable, viable, and feasible model for delivering customer-centered and co-created services in Rwandan refugee camps. The purpose is to not only transform services in Rwanda but also arrive at a customer feedback and delivery model that can be scaled across Alight and replicated by other service providers beyond Alight. This is a top organizational priority and the Rwanda team will work closely with partner organization Kuja Kuja, the global M+E, global fundraisers, global technical support, executive team, and consultants to ensure success.

As this is a shared journey and has meaning and consequence globally, the Director must share and nurture a vision of change and inspire staff at every level of the organization to participate in building customer-centered and co-created service models and programs. The Director must also work with all stakeholders to share the vision and invite co-creation. Sharing ownership is not only important philosophically to Alight, it’s often the key to successful and lasting innovation. This role not only requires an openness to people and ideas, but also a commitment to spending the time necessary to communicate and harmonize with all stakeholders. Regular communication with the team in Rwanda, the global team, and to audiences outside Alight is required.

The Rwanda team is already excellent at delivering service and has some experience in both collecting and responding to customer data. The team will need to test new – replicable and scalable - approaches to collecting and acting on data, sharing what is learned, and embracing input from a wide range of stakeholders. The most successful approaches will need to be operationalized country-wide. The most replicable and scalable approaches will be packaged into playbooks and trainings and tested in other Alight service locations.

Essential Responsibilities and Duties:
Country Program Leadership
• Serve as the enterprise leader of the Rwanda Program, responsible for the quality programming, financial health, compliance, and timely delivery of services, reports, and other critical deliverables.
• Ensure that the Rwanda enterprise is Alight and the mission and values of the organization are alive inside the team and the work.
• Create a place of belonging for staff, volunteers, and partners - ensure there is dignified space, employees are seen and heard, and that there are growth opportunities. Follow policies and contribute to organizational goals to ensure diversity, inclusion and equity in the workplace and services.
• Fully participate as a member of the global leadership team, responsible for driving refugee-led service improvement across the whole of Alight and beyond. Support and guide the Rwanda and global team to be refugee-centered and co-creative in their work
• Strategically lead the Rwanda team to provide exemplary refugee-led service and become a beacon inside Alight and beyond.
• Lead a stellar Rwanda-based senior management team to meet and exceed expectations of customers, donors, and partners.
• Harmonize with diverse stakeholders who make Alight possible. Work in a measurable and accountable way towards shared purpose and goals.

Customer Accountability
Customer accountability is core to the emergent Rwanda program and to the work of Alight. In this role, you will be expected to lead a team to evolve core refugee camp services through managing to customer satisfaction and implementing customer ideas. We expect the team will set the gold standard for customer accountability and guide other service sites, programs, and organizations forward.

Collect Customer Feedback Data
Alight and Kuja Kuja co-designed and developed a customer feedback tool. Alight uses the Kuja Kuja data collection tool and may use some of their data collection services. The challenge is that the first (amazing) approach we first used to collect data was simply too expensive to scale. One of the first challenges will be to find a fundable, affordable, desirable and feasible method to collect data that can be scaled to services across Alight.

• Desirable and cost-effective continuous data collection: With the M+E team and (when appropriate) Kuja Kuja, determine a more cost-effective method for using the Kuja Kuja tool to continuously collect service data (including both ratings and service improvement ideas). This approach must be scalable inside Alight, which means that it is not only desirable, viable and feasible for service providers in Rwanda but replicable by other teams.

• Budget for and fund data collection. Figure out how to budget for data collection and fund it using existing grants, new grants, or private funds. The solution must be scalable across Rwanda and Alight services globally. This will likely require many iterations and input from across the organization.


Make customer feedback actionable
Kuja Kuja is continuously working to find ways to report on data. The Rwanda team will work with both Kuja Kuja and the global M+E team to make sense of data to identify the urgent concerns, popular ideas, and transformational possibilities. The existing “innovation hour” format will be used to showcase ideas and move them forward. Additional approaches and structures to s service co-cocreation will need to be designed.

Sharing for Accountability and Transformation
Sharing process, designs, and results is a core responsibility of this position. Sharing is core to accountability to customers, partners, and the organization. And sharing allows for replication and iteration by service providers and organizations beyond Rwanda and beyond Alight.

Job Experience: No Requirements

Work Hours: 8

Level of Education: Professional Certificate

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