HR and Administration Manager - DRC

Human Resources and Administration Goma, Congo, Democratic Republic Of (Was Zaire)


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 / Department Summary

Mercy Corps has been operating in the Democratic Republic of the Congo (DRC) since August 2007, with a staff of approximately 400 people working in North  and South Kivu Provinces. Mercy Corps’ national office is in Goma with sub-field offices in North Kivu, South Kivu and Ituri. Mercy Corps’ key programming areas include a combination of longer-term development and immediate humanitarian response programs in order to: 1) Improve water service delivery and ensuring equitable access to Water, Sanitation and Hygiene services, in urban and rural areas; 2) Improve food security and nutrition; 3) Promote diversified livelihoods, economic recovery and development. Mercy Corps DRC’s humanitarian programs aim specifically to assist populations affected by the conflict and crisis in Eastern Congo. With funding from humanitarian donors including OFDA and UN-donors, the humanitarian portfolio continues to expand in order to provide multi-purpose cash assistance and emergency WASH to displaced and host populations. Mercy Corps is also currently responding the unfolding Ebola epidemic in North Kivu and Ituri Provinces.

General Position Summary

The HR/Administration Manager is responsible for managing all aspects of the Human Resources and Administration Department of Mercy Corps DRC. S/he ensures compliance with donor regulations, legal requirements and Mercy Corps’ internal policies and procedures The HR/Admin Manager builds the capacity of all team members across the country team. S/he provides support and advises the Country Director on HR issues. The HR/ADMIN Manager works closely with all staff including Country Leadership Team (CLT) and Program Directors/Managers to bring efficiency in HR/ADMIN procedures.

S/he will directly manage the HR and Administration of the Goma office and provide functional support to provincial and field offices. Working closely with the operations team, s/he ensures that all activities are conducted under the administrative rules and procedures of Mercy Corps. S/he will ensure all HR & Admin tasks are performed timely and in compliance with donor and Mercy Corps procedures and regulations.

Essential Job Responsibilities

Strategy & Vision
  • Set direction by prioritizing and organizing actions & resources to achieve objectives and contribute to countrywide strategy development.
  • Develop and implement key HR & Admin decision making tools to help guide the country office’s strategy
  • Develop a countrywide HR strategy and ensure mission level HR structure is optimal.
  • Participate in proposal and budget development process to ensure appropriate HR structure is in place at project level.


Human Resources
  • Oversee all HR activities of Mercy Corps DRC and manage the work plan of HR department.
  • Take the lead on any incoming requests from HQ related to national staff and support CD for requests related to expatriate staff.
  • Manage all HR functions in accordance with Congolese law (e.g. the Labour Code) and procedures of Mercy Corps, i.e. recruitment, orientation, performance evaluation, career development, training, diversity training, risk management and maintenance of complete records.
  • Develop and evaluate HR policies and procedures, and recommend changes required to new or existing policies; revise the National Staff Handbook as required.
  • Make sure that personnel management matrices (matrix personnel, leave, attendance, performance, discipline, presence / absence, contracts etc.) are used and maintained by officers.
  • Manage Mercy Corps DRC Health and Medical Expenses Policy.
  • Remain informed, on an ongoing basis, about current and changing HR related laws, policies and “best practices” to ensure that current and future personnel policies, employment practices, and compensation packages are within the limits of established standards, procedures, guidelines and policies of Mercy Corps, as well as national laws.
  • Manage disciplinary process, and other procedures related to the termination of contracts in accordance with the internal policies of Mercy Corps and the labor code of the DRC.
  • Ensure that all HR related paperwork, personnel files and other documents are complete, maintained and updated.
  • Implement and ensure all staff members are effectively using the performance planning and management system, establishing performance expectations and managers are regularly providing constructive feedback.
  • Provide direct support to other MC DRC offices and ensure all offices meet minimum HR standards.
  • Develop and coordinate orientation process for all new staff.
  • Develop and maintain a comprehensive dash board for HR, to ensure follow-up and analysis is updated on a weekly and monthly basis
  • Develop and implement a proactive career management system allowing better retention and forward visibility.
  • Ensure a continuous and pertinent HR data flow allowing for better decision making process.
  • Lead Country Team Building Initiatives.



Administration and Legal aspects
  • Identify new guesthouses/office building as needed and manage contractual negotiations and arrangements with property owners. Manage lease matrix for rented properties.
  • Manage and track issuing / gathering of keys to all Mercy Corps premises in Goma. Ensure that key management is carried out correctly throughout the whole mission.
  • Arrange accommodation in Goma/Gisenyi for all incoming staff and visitors, in either Mercy Corps housing or hotel.
  • Ensure that transportation arrangements are made for all staff travelling by air or boat to other Mercy Corps office, project locations or out of the country as needed and ensure that required documentation is received from the staff (Travel Approval Forms, etc.).
  • Ensure that all official documents such as visas and identification of international personnel are secured and renewed in a timely manner and the list of pending visas and other official documents is updated weekly. Maintain the visa renewal database up to date.
  • Ensure that new employees / guests receive a welcome pack and other essential Mercy Corps information / briefs. Ensure that the welcome packs are kept up to date.
  • Obtain all necessary registrations, permissions and documentation for smooth operation of Mercy Corps in the DRC, and ensure renewal as necessary in a timely manner.
  • Advise staff on the current best practices in the DRC, as well as current legislation relating to tax laws, visas, travel restrictions, customs services and labor code,
  • Advise the Operations Director and the Country Director, heads of projects and other management staff on government policies and procedures, the taxation system and the interaction with the government.
  • In close coordination with the Lawyer, ensure that Mercy Corps’ DRC staff regulations, contracts, documentation, policies and procedures are in line with the laws of the DR Congo and in compliance with Mercy Corps and Donor regulations.
  • Ensure that any process that is legally binding Mercy Corps’ DRC office is as riskless as possible.
  • Ensure that the Country Office has the necessary network of contacts to smoothly operate


Team Management
  • Recruit the HR & Admin team and ensure that staffs receive necessary inductions / training.
  • Create a work atmosphere of mutual respect conducive to professional growth and development of excellent personnel at all levels.
  • Promote accountability by conducting staff annual performance reviews with direct supervisees, and ensuring that supervisory staff personnel do the same.
  • Help team members identify problem-solving options and ensure the integration of all team members into relevant decision-making processes.
  • Develop Scope of Work, Terms of Reference and PDs for short-term, contracted staff members and consultants.


Finance & Compliance Management
  • Ensure all internal control procedures are adhered to and that necessary measures are put in place to ensure high standards of accountability and compliance.
  • Uphold Mercy Corps’ Zero tolerance policy to corruption.


Programme Support
  • Coordinate with program, finance and operations staffs to ensure operational systems are in place to support field activities.


Influence & Representation
  • Represent Mercy Corps at the expatriate Administration coordination meeting (GTAL) and on any external HR and Administration related forums, meetings, coordination etc.
  • Serve as the primary contact person for all HR and Administration related matters of Mercy Corps DRC and maintain good relations with government and NGOs working in DR Congo.


Organizational Learning 
  • As part of our commitment to organizational learning and in support of our understanding that learning organizations are more effective, efficient and relevant to the communities they serve, we expect all team members to commit 5% of their time to learning activities that benefit Mercy Corps as well as themselves.
Accountability to Beneficiaries
  • Mercy Corps team members are expected to support all efforts toward accountability, specifically
    to our beneficiaries and to international standards guiding international relief and development work, while actively engaging beneficiary communities as equal partners in the design, monitoring and evaluation of our field projects.

Supervisory Responsibility

HR Team Leader, Admin Team Leader, Senior Protocol Advisor, HR System and Development Officer.


Reports Directly To: Director of Operations

Works Directly With: Country Director, Country Leadership Team, Head of Offices, Provincial and Field offices HR/Admin Teams, HQ Senior HR Manager


Knowledge and Experience

  • 5-7 years of professional HR experience, including at least 5 years as a manager or business partner, preferably in the Humanitarian NGO sector.
  • Demonstrated understanding of complex environment, related security concerns and appropriate responses with experience in insecure context.
  • Working experience in DRC a strong added advantage.
  • Demonstrated attention to detail, following procedures, meeting deadlines and problem-solving independently and cooperatively.
  • Knowledge of Mercy Corps systems and procedures desirable; solid knowledge of donor regulations (USAID, OFDA, DFID, EC, UN) a strong added advantage.
  • Excellent negotiation and representation skills.
  • Effective organizational, prioritization and result management.
  • Excellent verbal and written French and English skills required. Swahili can be an advantage.
  • Ability to work effectively with an ethnically diverse team in a sensitive environment.


Success Factors

Critical problem solving skills, and the ability to work out methods to deliver successful programs while demonstrating excellent stewardship of donor funds and compliance with Mercy Corps and donor regulations. Maintaining strong cooperating relationships with other departments is crucial. A successful candidate will have the ability to interact effectively with international and national personnel both in a managerial as well as training capacity and demonstrate ability to multi-task, meet deadlines and process information in support of changing program activities. S/he will be able to live and work closely with a diverse team of individuals in a highly intense and fluid work and security environment and be willing to travel regularly to Mercy Corps field offices and project sites.

The successful candidate will have a desire to grow and learn in one of the most interesting and complex crisis of our times.  S/he will face challenges with a smile and light heartedness. The successful candidate will be comfortable in asking colleagues for help as well as stepping out of her/his role to assist others.  The Mercy Corps team is one that emphasis the value of joy and curiosity.  The team enjoys a great sense of humor and appreciates sharing meals amongst colleagues.

Living Conditions / Environmental Conditions

The position is based in Goma, DRC and it requires up to 30% travel to field offices. This is an unaccompanied position and is eligible to R&R.

While conditions in the country are improving, and security is quite stable in Goma, there is mounting insecurity and violence in parts of the country, and an unfolding Ebola epidemic in North Kivu and Ituri Provinces. Mercy Corps' field offices experience variable levels of insecurity, with the situation closely monitored by INSO and our security department. Years of conflict and corruption have badly damaged the country's infrastructure. Air travel is necessary to get from one end of the country to the other and some field locations. Mobile phones and cellular service are widely available. Internet is limited in field locations, but available in all Mercy Corps offices and 3G networks in main towns. Travel to field sites will be required where living conditions are clean and secure, but basic. There are a number of health services available with several evacuation options for serious illnesses. There is reasonable access to most consumer goods, although they can be expensive.

Mercy Corps team members represent the agency both during and outside work hours when deployed in a field posting or on a visit/TDY to a field posting. Team members are expected to conduct themselves in a professional manner and respect local laws, customs and MC's policies, procedures, and values at all times and in all in-country venues.

Fostering a diverse and open workplace is an important part of Mercy Corps’ vision.  Mercy Corps is an Equal Opportunity Employer regardless of background. We are committed to creating an inclusive environment.