Beneficiary Relations Manager

About the Role:

This is a senior leadership role as the Director of Beneficiary Services, responsible for overseeing the operations of 15 subsidiary committees affiliated with the General Secretariat. The position entails strategic planning and direction of the Beneficiary Services function, ensuring that all services are delivered effectively and in alignment with best practices and organizational standards.

The Director is directly accountable for guiding, standardizing, and evaluating service delivery to beneficiaries, coordinating with relevant government entities, and building strategic partnerships that enhance the Committee’s mission. Additionally, the role involves driving innovation, designing new service models, and developing existing programs to better achieve the Committee’s overarching objectives and improve the impact and sustainability of beneficiary support.

Responsibilities:

• Strategic Leadership: Lead the overall strategy and direction of beneficiary services across 15 subsidiary committees, ensuring alignment with the organization’s mission, vision, and strategic objectives. Drive innovation in service delivery models to enhance impact and sustainability.
• Beneficiary Engagement: Develop and implement comprehensive engagement strategies to strengthen relationships with beneficiaries, including families of prisoners and released inmates, and enhance their overall experience through empathy-driven and results-oriented approaches.
• Organizational Development & Team Leadership: Supervise and mentor beneficiary service managers across branches, promoting a high-performance culture focused on accountability, service excellence, and continuous improvement. Provide leadership in conflict resolution and best practices in social care management.
• Service Planning and Delivery: Oversee the assessment of beneficiaries’ needs, including financial, social, psychological, and developmental support. Ensure accurate classification of needs, identification of service gaps, and integration of support programs that meet eligibility and quality standards.
• Cross-Sector Collaboration: Build and maintain strong partnerships with government agencies, NGOs, and private-sector partners to expand service reach and develop integrated solutions that address beneficiaries’ evolving needs.
• Data-Driven Management: Establish performance metrics and monitor KPIs related to service efficiency, satisfaction, and impact. Utilize data analytics to identify areas of improvement and drive informed decision-making across all branches.
• Training and Capability Building: Design and implement capacity-building programs for beneficiary service teams, enhancing their communication, case management, and problem-solving skills to ensure consistent quality of service delivery.
• Feedback and Quality Assurance: Develop systems to capture and analyze beneficiaries’ feedback through surveys, assessments, and direct engagement, using insights to refine services and elevate standards of care.
• Reporting and Governance: Prepare comprehensive periodic reports on service outcomes, performance trends, and strategic initiatives, providing senior leadership with actionable insights and policy recommendations.

Qualifications and Requirements

Education:

• A bachelor’s degree (minimum requirement) in Business Administration, Public Administration, Sociology, Corporate Communication, or Social Work is required.
• A master’s degree in public administration , Executive Leadership, or Nonprofit Management is preferred , while a Doctorate (Ph.D.) in a relevant field is considered highly desirable , reflecting an advanced level of leadership and expertise.

Professional Experience:

• A minimum of 15 years of experience in beneficiary services, social development, strategic planning, or large-scale program management , including at least 8 years in senior managerial or executive roles .
• Prior experience in governmental, nonprofit, or social development sectors is highly valued.

Leadership and Management Skills:

• Proven ability to lead multi-departmental and regionally distributed teams , develop staff capabilities, foster accountability, and promote a culture of empowerment, quality, and continuous improvement.

Communication and Relationship Management:

• Exceptional verbal and written communication skills with the ability to build and manage strategic relationships with government entities, NGOs, and private-sector partners to advance organizational goals.

Analytical and Decision-Making Skills:

• Strong analytical capabilities to interpret performance metrics and operational data , using insights to drive strategic decision-making and service excellence.

Technology and Systems Proficiency:

• Solid command of Customer Relationship Management (CRM) systems , Microsoft Office Suite , and project management and performance monitoring tools .

Problem-Solving and Strategic Thinking:

• Advanced skills in problem-solving, critical thinking, and strategic innovation , with the ability to design development-oriented solutions that enhance beneficiary experience and program impact.

Knowledge and Awareness:

• Comprehensive understanding of beneficiary experience management , social service development trends , and the regulatory frameworks governing public and nonprofit sectors