Welcome Supervisor 2

icrc • Addis Abeba (ADD), ET, 33216 • 8h ago

What we do

Since 1863, the International Committee of the Red Cross (ICRC) has worked to preserve human dignity and relieve suffering caused by war and armed violence.

In collaboration with our Red Cross and Red Crescent partners around the world, we do everything we can to deliver life-saving aid, reconnect families and locate missing people – helping those who need it most, regardless of who they are and what side of the front line they are on.

We engage with authorities and armed forces on all sides, often confidentially, pressing for access to detainees to improve their living conditions and urging compliance with international humanitarian law to protect non-combatants, including from digital threats.

Purpose

The position is responsible for the effective day-to-day management and supervision of the Welcome unit, ensuring continuity, quality and timely delivery of Welcome services to ICRC Ethiopia delegation staff and guests. The position coordinates staff travel, accommodation, arrival and departure arrangements, administrative formalities and related services, while ensuring effective coordination with internal stakeholders, relevant authorities and external service providers.

The position also contributes to strengthening the efficiency, consistency and customer orientation of the Welcome function through effective team management, clear working procedures, performance monitoring, information management and continuous improvement. During the temporary assignment, particular attention will be given to ensuring operational continuity, stabilizing the team and working processes, supporting the integration of the replacement staff, and ensuring an effective handover and sustainable functioning of the unit

Relationships

Internally, interacts withICRC mobile and resident staff.
Externally, interacts with the Ministry of Foreign Affairs, Airport and immigration authorities, travel agencies/airlines/transport companies and any other relevant for the position.

Accountabilities & functional responsibilities

Welcome Department Management and Service Delivery

Supervises and coordinates the activities of the Welcome Department, ensuring effective, timely and quality delivery of services to staff, visitors and guests.
Plans and allocates work within the Welcome team, clarifying roles, responsibilities, workload and back-up arrangements to ensure continuity, accountability and efficient service delivery.
Supervises, coaches and provides guidance to Welcome Department staff, in coordination with the Administration and relevant managers.
Ensures effective induction, integration, knowledge transfer and onboarding of new or replacement Welcome staff.
Ensures that Welcome services are delivered in line with ICRC institutional policies, procedures, security requirements, financial rules and applicable local requirements.

Staff Travel and Movement

Coordinates and ensures the timely and cost-effective organization of staff travel and movements, including flights, road travel, bus/train transportation and related logistical arrangements.
Ensures appropriate coordination for staff departures and arrivals, including airport/station pick-up and drop-off, accommodation and onward transportation when required.
Coordinates with ICRC offices, sub-delegations, delegations and Headquarters regarding staff travel, missions, transfers, events, seminars, courses and other movements.
Ensures that travel and movement arrangements are communicated in a timely and accurate manner to the relevant staff, Welcome teams, departments and other concerned parties.
Supervises the Welcome team to ensure that all arrangements related to staff movements are properly planned and followed up.
Provides support and coordination for travel related to end-of-mission, compensation leave, seminars, courses, annual leave and other official travel.
Coordinates travel arrangements and related requirements with relevant ICRC offices and Headquarters when required, including flight plans, accommodation, visa requirements and other travel documentation.
Ensures appropriate follow-up on new arrivals and departing staff, including communication of flight plans, accommodation and transportation requirements to the relevant teams and departments.

Visa, Immigration and Authorities

Coordinates and follows up with relevant authorities, ministries, embassies, consulates and other institutions regarding visas, permits, registrations, certificates and other administrative requirements.
Ensures that staff have the necessary and valid travel and immigration documentation for professional travel and missions, and follows up on renewals or applications as required.
Supports staff, where appropriate, with relevant embassy or consular registration and administrative formalities.
Maintains updated information on visa and immigration procedures and ensures that relevant guidance is communicated to concerned staff.

Accommodation and Arrival Services

Coordinates and ensures timely and appropriate accommodation arrangements for staff, visitors and guests, including hotels, ICRC premises /apartments and houses/.
Ensures that accommodation provided is safe, suitable and aligned with applicable standards and staff requirements.
Follows up on accommodation-related issues and coordinates with the appropriate department(s), service providers or landlords to ensure timely resolution.
Coordinates accommodation allocation, residence arrangements, keys and other requirements related to the arrival and departure of expatriate staff and visitors.
Ensures that Welcome information and materials provided to new staff and visitors are complete, accurate and up to date.
Ensures that relevant Welcome documentation and forms are properly completed, collected, maintained and securely stored in accordance with applicable confidentiality and data-management requirements.

Welcome Information and Information Management

Ensures that all relevant Welcome databases and records are accurate, complete and regularly updated, including information related to staff, missions, travel, document validity, residences, emergency contacts and other relevant administrative information.
Maintains and regularly updates Welcome-related information, procedures, forms and guidance on the relevant Team Space and other information-management platforms.
Implements effective information-management workflows with administrative colleagues in the sub-delegations to ensure consistent and timely management of staff travel and related information.
Ensures that relevant Welcome files, contact lists, procedures, guidance and information materials are maintained and accessible to authorized staff.
Ensures that personal and administrative information is handled accurately, securely and confidentially, in accordance with ICRC requirements.

Service Providers, Contracts and Costs

Negotiates and follows up on tenders, agreements, prices, discounts and service conditions with relevant service providers, including travel agencies, transport companies, hotels and accommodation providers.
Reviews service-provider performance and identifies opportunities to improve service quality, cost-effectiveness and value for money.
Coordinates with Finance and relevant departments to ensure the timely and accurate submission of invoices and supporting documentation for payment processing.
Ensures that travel and Welcome-related expenditures are managed in accordance with applicable financial rules, authorization procedures and institutional policies.

Coordination, Communication and External Relations

Maintains effective communication with ICRC offices, sub-delegations, delegations, Headquarters and relevant departments regarding travel, accommodation, arrivals, departures and other Welcome-related matters.
Maintains regular contact with relevant external partners and interlocutors, including service providers, authorities, embassies, hotels, travel agencies and other organizations, as required.
Ensures timely follow-up of Welcome-related correspondence, requests and operational issues with relevant contacts and departments.
Provides contributions to reports to the FAD coordination, management updates and other reporting related to Welcome activities and services.

Quality Assurance, Performance and Continuous Improvement

Reviews existing Welcome Department working arrangements and identifies opportunities to improve efficiency, accountability, service quality and continuity.
Develops and maintains appropriate dashboards and management tools to monitor Welcome activities, workload, travel, accommodation, documentation and other key operational areas.
Defines and monitors relevant Key Performance Indicators (KPIs) to assess the performance, efficiency and quality of Welcome services.
Designs and conducts customer-satisfaction surveys and other feedback mechanisms to establish a baseline, identify priorities and support continuous improvement of Welcome services.
Manages operational incidents related to Welcome activities, ensures appropriate follow-up and facilitates lessons-learned exercises to prevent recurrence.
Maintains an appropriate incident and action-tracking mechanism and ensures that agreed corrective actions are followed through.
Identifies operational risks, bottlenecks and service gaps and proposes practical solutions to the delegation FAD Coordination.

Training, Events and Other Welcome Support

Organizes and coordinates Welcome-related logistical support for training courses, seminars, meetings and other events, including venue arrangements, equipment, transportation /with coordination with logistics/ and catering when required.
Briefs new staff and visitors on Welcome services, procedures and relevant administrative arrangements and provides updates when necessary.
Provides guidance and support to staff on relevant travel, accommodation, visa and Welcome procedures.
Ensures effective knowledge sharing within the Welcome team and contributes to the development of standardized procedures, tools and working practices.
Ensures that the International Travel Policy is well understood and consistently applied by the Welcome team, providing regular refresher training and clarification as required, and systematically assessing and documenting the team's understanding of the policy.

Professional Standards and Institutional Contribution

Ensures that the Welcome Department operates in accordance with ICRC institutional policies, procedures, Travel Policy, Financial Rules, security requirements and other applicable standards.
Maintains a good understanding of the Delegation's objectives, operational context, Movement and relevant internal and external contacts.
Collects, maintains and shares relevant information to support effective decision-making and improve understanding of the operating environment.
Takes responsibility for own professional learning and development and supports the continuous professional development of Welcome Department staff.

PEOPLE MANAGEMENT RESPONSIBILITIES

Understands and supervises the Performance Management & Development (PMD) activities for employees under their supervision
Makes sure that deadlines for the PMD cycle are met
Engages in ongoing and continuous feedback and support, particularly for employees under their supervision, but also other staff members
Organizes regular meetings within their team to ensure optimal coordination of the work and proper flow of information
Ensures that job descriptions for employees under their supervision are up to date; seeks feedback and support from the HR Department if needed
Plans and coordinates the annual leave of the employees under their supervision ensuring continuity of the operations throughout the year and making sure that there are no outstanding holiday balances at the end of the year
Coordinates and supports the employees under their supervision in their personal development by coaching and advising them on internal and external training and development possibilities

ADDITIONAL DUTIES

Coordinates and oversees Welcome-related support outside normal working hours, including emergencies, weekends and public holidays, ensuring continuity of the 24/7 service via the welcome hotline contact.
Follows up on relevant correspondence and operational matters, maintains good knowledge of the Delegation and Movement, and represents the ICRC appropriately in interactions with internal and external stakeholders.
Takes responsibility for professional learning and development and performs other duties related to the position as required.

AUTHORITY AND POWER OF ATTORNEY

Exercises delegated administrative and financial authority for Welcome-related services in accordance with the Delegation's Rule on Financial Management, applicable procedures and approved authorization levels.
Coordinates and approves relevant expenditures and commitments within the limits of the authority formally delegated to the position.

MINIMUM REQUIRED KNOWLEDGE & EXPERIENCE

- University degree in Business Administration, Hospitality Management, Tourism, Travel Management, Logistics, or another relevant field.
- Minimum 6 years of relevant professional experience, preferably including experience in travel, hospitality, administration or a comparable operational environment.
- Fluent command of written and spoken English and relevant local languages; knowledge of French is an advantage.
SKILLS AND COMPETENCIES

- Strong analytical, organizational and problem-solving skills, with sound judgement and the ability to manage multiple priorities and find practical solutions in a demanding environment.
- Strong coordination, communication and supervisory skills, with the ability to work independently, lead a team and interact effectively with staff, management, authorities and service providers.
- Good digital and data-management skills, including strong proficiency in MS Office, particularly Excel, with knowledge of Power BI and other reporting/management tools.

Additional information

Type of role: National / Resident (Opened to Ethiopian Nationals ONLY)
Working rate: 100%
Location: Addis Ababa
Job level: B3
Length of assignment: 1 year Fixed term contract with posssibility of extension
Application deadline: 10/9/2026

Our values

At the ICRC, we value impact, collaboration, respect, and compassion. We seek candidates who demonstrate behaviors based on these shared values. For more information on the ICRC values, please visit this page.

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