Requisition ID: req57887 Job Title: Senior Case Processing Manager Sector: Program Administration Employment Category: Fixed Term Employment Type: Full-Time Open to Expatriates: No Location: Cox's Bazar, Bangladesh Work Arrangement:In-person Job Description ­­­­­­­­ Program Brief 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. Since 2017, IRC has supported Rohingya Refugees and Bangladeshi nationalities communities in Cox's Bazar, Khulna, Barisal, and Chittagong with integrated services. The organization also addresses climate change impacts by building resilience and promoting economic recovery, education, and protection. Purpose of the Role The Senior Case Processing Manager provides strategic oversight and ensures a high standard of service delivery across the full spectrum of refugee casework and case processing activities within the Assisted Passage Program (APP) as implemented by IRC Bangladesh. This role combines advanced pre-approval casework supervision and post-approval case processing responsibilities, including leadership, training, quality control, data management, and collaboration with internal teams and external stakeholders (e.g., DoHA, TOLL, UNHCR, etc). The position plays a critical role in ensuring timely and accurate case progression from pre-screening through visa approval to post-decision coordination and departure. Highlights of Key Responsibilities Program Delivery + Supervise the day-to-day operations of the case processing and scheduling teams. + Lead and manage prescreening, DoHA presentation, and post-approval activities including medical coordination and departure arrangements. + Ensure all functions strictly adhere to TOLL, DoHA, and IRC Bangladesh policies and SOPs. + Plan workloads, allocate staff resources, and set team priorities to ensure timely, error-free processing of refugee applications. + Monitor and ensure quality control of all data entry and updates in APP database, across all stages of the case lifecycle. + Develop and adapt systems for efficient delivery of services and for managing exceptional caseloads, such as minors, expedited cases, or fraud suspects. + Coordinate and support DoHA circuit rides, including managing prescreening pipelines and performing quality checks before and after circuit rides. + Collaborate with Pipeline and Data Integrity to design and interpret CommCare and PowerBI reports for caseload tracking and forecasting. + Analyze processing trends, generate operational reports, and raise issues and bottlenecks to senior management in a timely manner. Staff Management, Training & Communication + Supervise assigned Managers, Senior Officers, Officers, and Assistants across the Case Processing teams. + Provide clear direction, mentorship, and regular performance feedback to staff, and oversee performance improvement plans when necessary. + Design and lead onboarding and ongoing training for direct reports, with a focus on SOP compliance, APP Database proficiency, and effective use of interpreters. + Ensure timely and professional communication internally and externally with stakeholders. + Foster a culture of collaboration and professionalism within the team and across departments. Qualifications + Minimum 7 years of relevant professional experience in data management, interviewing, or case processing. + At least 1 year of supervisory or managerial experience, overseeing team performance and program delivery. + Experience working in durable solutions or a similar humanitarian context preferred. + Prior experience in multicultural environments strongly preferred. Skills & Abilities + Strong organizational and multitasking skills, with the ability to work under pressure and meet tight deadlines. + Demonstrated leadership in team management and program planning. + High-level analytical skills with attention to detail and process improvement mindset. + Strong written and verbal communication skills; confident in stakeholder engagement and cross-cultural communication. + Proven ability to train individuals and groups and implement standardized processes. + Capacity to develop policies and ensure compliance with a supportive, solution-focused approach. Language and Computer Skills + Fluent verbal and written English required. Working knowledge of Rohingya is an advantage. + High proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook). + Advanced data entry and data quality assurance skills; ability to analyze spreadsheets and reporting tools. Specific Educational Qualification · Bachelor’s degree in a relevant field required; Master’s degree preferred. 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.