2 Customer Service Manager jobs in Kenya

Humanity & Inclusion is an independent and impartial aid organisation working in situations of poverty and exclusion, conflict and disaster. The organisation works alongside people with disabilities and vulnerable populations, taking action and bearing witness in order to respond to their essential needs, improve their living conditions and promote respect for their dignity and fundamental rights.
Since its creation in 1982, HI has run development programmes in more than 60 countries and responded to numerous emergencies. Today, we have a budget of approximately 255 million euros, with 4794 employees worldwide. br>At Handicap International-Humanity & Inclusion, we truly believe in the importance of inclusion and diversity within our organisation. This is why we are engaged to a disability policy to encourage the inclusion and integration of people with disabilities.
Please indicate if you require any special accommodation, even at the first interview. For more information about the organisation: fighting broke out between the SAF and RSF in April 2023 in Sudan, a significant deterioration of the humanitarian situation has occurred. There are an estimated 24.8 million persons in need of humanitarian assistance, over 11 million persons displaced internally, half the population at Crisis level of hunger, and a collapse of the health system.
Humanity & Inclusion (HI) has initiated its programmatic response to the Sudan crisis in January 2024. Together with a Sudanese NGO, HI is currently implementing a project in Sudan (Gedaref State). The project includes physical and functional rehabilitation, MHPSS, Protection and Inclusive Humanitarian Action.
Following HI’s registration in Sudan in August 2024 to implement directly, HI initiated direct project implementation from December 2024, to respond to the basic needs, rehabilitation, mental health, protection and inclusion needs of persons with disabilities and other vulnerable populations in Sudan affected by the war. < r>In line with the localization of aid, and in light of the administrative steps and challenges to operate in Sudan, the Country Management team is based in Nairobi, providing remote support to the local partners while leading the preparation of direct implementation projects. Depending on visa approval, HI teams will have the possibility to travel to Sudan for field and monitoring visits.
YOUR MISSION:
Reporting to the Country Director, the Support Services Manager is part of the senior management team based in Nairobi and has overall responsibility for the different support services for the whole country program. S/he is responsible for HR, Logistics, and Finance, in terms of process development, improvement, and implementation, and participates in the establishment of the strategic orientations of the program.
Your main responsibilities will be:
RESPONSIBILITY 1: capacity building, team management, COORDINATION


Improve skills of officers and managers in complying and implementation of HI polices, rules and regulations
upport and train program and support teams in the following areas: budget management, financial accountability, HR procedures, administrative management, and logistical procedures.
Increase autonomy of HR/Finance/Logistic managers in team management, decision making, and problem solving.
Improve coordination and communication between the head office and sites, and between support services and program teams
Contribute to the development of the Country Programme Strategy to help in identifying and achieving the program’s objectives < r> R present the organization in specific meetings, functions, and events as delegated by the Country Director
Support actively local partners and the opening of new bases

RESPONSIBILITY 2: FINANCE


Supervise, control, and verify all financial aspects pertaining to the country program.
Ensure timely and accurate budget preparation and follow-up, budget forecast, donor reporting, audit, partner budget follow-ups, fixed assets based on HI accounting procedures
Support development of budgets for project proposals together with the coordination team.
Supervision of financial reporting to the headquarters and various donors in collaboration with headquarter financial controller.
Supervision of the accounting, financial transactions and overseeing of the operation of bank accounts together with Finance Manager.
Ensure that all staff is well informed about finance deadlines, processes, and compliance.
Supervision of donors and government audits.

RESPONSIBILITY 3: LOGISTICS


Supervise, control and verify all logistical practices as per HI/donors rules and regulations and local legislation– supply chain (procurement planning, purchases, contracts, transport, freight, etc.), fleet management, equipment and stock management, partners respect of procedures, etc. < r> E sure that Logistics processes are known and respected by all staff.
Supervise and monitor logistics activity reports (monthly and annually report), all databases and programs, and annual inventories
Ensure the establishment and implementation of supply plans. and ensure it corresponds with annual budget and projects plans.
Supervise the management of the mission equipment (maintenance, documentation, placement, inventory, etc), stocks, vehicles, generators, premises (office, guest houses), domestic and international transport, etc.

Coordinate the purchase process between logistic team, administrative team, and project team.
Supervise an Internal Control system of procurement files


Supervise the compliance of contracts with service requirements
Ensure that logistics procedures are regularly updated, if required
Develop a logistics strategy at program level

RESPONSIBILITY 4: HUMAN RESOURCE and administration


Supervise, control, and verify all HR and administration practices as per HI rules and regulations and local legislation – recruitment, employee follow up, salaries, taxes and training. < r> S pervise and follow up on the implementation of the main HR regulation documents: terms and conditions of employment for national/expatriate staff, internal regulation, travel policy etc
Ensure that the HR action plan is followed by the HR department
In collaboration with the Deputy Country Director and HR Manager, ensure legal aspects / legal contracts for employees.
Supervise the monitoring for the administrative part related to expatriates (visa process, work permit, etc).
Ensure that national and HI legal aspects are respected within the Programme
Review and validation of MoUs, office and service contracts before it is being signed by Country Director

YOUR PROFILE:


You hold a Bachelor or Master degree in Human Resources management, Finance management, Economics, Logistics or Management
You have 3 years of NGO experience in Finance/HR and Logistics management, within a complex / large scale country programme and in emergency response / humanitarian environments
With a high capacity for analysis and synthesis, you have proven training and local capacity building experience.
You are able to project quickly in an emergency context, manage your stress, and work under pressure.
You are able to handle conflicts, you have strong interpersonal and intercultural skills, with good communication and negotiation skills in English (Arabic is a plus).

CONDITIONS:
At HI, the conditions offered are up to your commitment and adapted to the context of your mission. 3 months international contract starting from mid-September 2025 based in Nairobi with regular travels to Sudan.
The international contract provides social cover adapted to your situation:

Unemployment insurance benefits for EU nationals;
Pension scheme;
Medical coverage with 50% of employee contribution;
Repatriation insurance paid by HI;


Salary from 2850 € gross/month upon experience; < r> P rdiem: 682 € net/month - paid in the field < r> P id leaves: 25 days per year;
R&R: according to the level of the mission 1 day per month
Position: Unaccompanied:
Housing: Collective taken in charge by HI;
If you are resident in the country: local package.


How to apply
Only online by joining a CV and cover letter via the following link:
will be processed on an ongoing basis, don’t wait for applying! < r>Only successful candidates will be contacted.