Refugee Processing Business Manager

The Refugee Processing Business Manager is responsible for overseeing all refugee operational activities within the Refugee Processing Center (RPC). Reporting directly to the Deputy Project Manager and Project Manager for the RPC project. Refugee Processing Business Manager plays a pivotal role in managing and supervising the support and implementation of refugee processing activities and initiatives. This position requires a deep understanding of refugee processing procedures, as well as strong leadership and communication skills to effectively coordinate with internal and external teams and stakeholders.

• Supports the Project Manager in executing the project.
• Works closely with Bureau stakeholders to support the overall mission for overseas and domestic components of the US Refugee Admissions Program.
• Ensures that the RPC and partner SOPs are aligned with Department of State policy and business rules.
• Supervises refugee case processing operations. Ensures staff is cross trained to avoid processing backlog during workload fluctuations.
• Innovates in close cooperation with Data Analytics and software subject matter experts to identify efficiencies/automation that will increase efficiency and productivity of case processing staff.
• Supervises training, change management, and business analysts who support RSC caseworkers across the world in implement PRM policy and RPC system and processing requirements.
• Subject matter expert in refugee processing procedures. Familiar with refugee administration including report generation techniques, associated statistical methods, congressional inquiries and help desk procedures.
• Reviews and analyzes reports, records, and directives, and confers with supervisors to obtain data required for planning refugee operations activities, such as new commitments, status of work in progress, and problems encountered. Assigns or delegates responsibility for specified work or functional activities and disseminates policy. Gives work directions, resolves problems, prepares schedules, and sets deadlines to ensure timely completion of work.
• Coordinates Refugee Operations activities with software team, User Acceptance Testing, systems design and prototype reviews to provide the user perspective in ServiceNow case management system development and troubleshooting defects.
• Monitors and analyzes costs and prepares budget. Prepares reports and records on department activities for management.
• Evaluates current procedures and practices for accomplishing department objectives to develop and implement improved procedures and practices.
• Establishes standards for functions that are in accordance with the contractor’s quality control and configuration management programs, ensures that they are understood and evaluates employee performance.
• Reviews or spot checks the work of employees and is available to provide advice and assistance as needed. May initiate or authorize employee hire, promotion, discharge, or transfer.
• Expertise on ServiceNow case management application system from the end user perspective and expert on all RPC and RSC case processing guidance. Serves as “go to” subject matter expert on USRAP.
• Understands refugee case processing data and assists RPC leadership and PRM colleagues to make data-based decisions regarding policy and to manage the USRAP case processing pipeline.
• Liaises closely with Bureau federal team on refugee case processing issues, priorities, and strategy globally.

• US citizen with the ability to obtain a Secret or Top Secret / SCI security clearance is required.
• Bachelor’s degree from an accredited university or college, or the equivalent combination of education, technical training, or work experience.
• Minimum of five (5) years of progressive management experience
• At least five (5) years of hands-on experience in work similar to that being supervised.
• Ability to prepare management, business, technical, and personnel reports, reviews, and documents for internal and external use.
• Excellent verbal and written communication skills
• Experience with refugee processing gained from DHS, Department of State/PRM, Department of State/PRM/RPC, DHS/Office of Refugee Resettlement, or USRAP partner employment highly desired.