Norwegian Refugee Council NGO Head of Shared Service Centre Global Recruitment Jobs in Kenya

Norwegian Refugee Council NGO Head of Shared Service Centre Global Recruitment Jobs in Kenya


  • NRC is an independent humanitarian organisation, with Head Office in Oslo, Norway and working in crises across more than 30 countries. NRC has a global workforce of more than 7,000 directly employed staff, including ca. 450 international staff, ca. 300 Head Office staff in Norway, ca. 6,500 nationally employed staff in over 30 countries.

  • NRC launched its first HR Shared Service Centre (the Centre) for global recruitment and international contract managment in November 2020 in Nairobi. By establishing the Centre, NRC aims at driving efficiency and quality of recruitment in support of all its offices and operations in more than 30 countries.

  • The Centre is governed by a cross-functional and cross-level steering committee. The day-to-day management of the Head of the Centre is delegated to the Global HR Director.

  • The position of Head of the Centre plays a lead role in stabilizing and developing the unit. As part of a new operating model for NRC, the Centre aims to establish globally standardized high quality services, securing economies of scale by concentration of skills and resources, as well as supporting equal accessibility to all parts of the organisation. The service is provided based on a cost recovery model with clear service level agreements.

  • The focus of the Centre is the recruitment of top management and leaders, humanitarian specialists and advisory positions for country offices, regional offices, representative offices, globally mobile staff, and head office. These may be on national or international contracts. In addition, the Centre oversees international contracts administration and employment records.

    Role and responsibilities

  • The Head of the Centre is managing the overall operational excellence of the Centre, assuring the quality in the daily activities of the Centre’s staff, proper alignment of the staff, ensuring quick resolution of escalations and collaboration with Steering Committee and Global HR Director. Ensuring quality through regularly reviewing performance outcomes against SLA’s and KPIs, thus identifying trends and areas of opportunity or requiring facilitation of quality improvement initiatives.

    Generic responsibilities

  • Responsible for developing the overall strategy and action plan for the Centre in line with overall HR strategic direction, including change management and monitoring of execution

  • Conception and execution of the Centre approach in the organisation

  • Responsible for further development and continuous improvement of the Centre and its processes (e.g. embedding lessons learnt in process improvements and organizational adjustments where necessary, involving the main stakeholders on regional level to gain input on improvement potentials, giving input towards stakeholders in order for them to improve their processes that involve services provided by the Centre)

  • Work with the Global HR Director, Global Recruitment Process Owner, Global and Regional HR Teams to contribute to developing the global recruitment strategy and continuously develop the recruitment function in NRC

  • Execution of strategic recruitment tasks (e.g. set up and execute on recruiting and employer branding strategy
    or establishing partnerships and alliances with schools/universities/external global talent pools, etc.)

  • Oversee the process of international contract management, including international employment records and support in international payroll administration

  • Develop and lead a high functioning team with a focus on operational discipline and enhancing the client experience

  • Budget responsibilities for the Centre

  • Establishing and cultivating strong relationships with (internal) clients and key stakeholders.

  • Maintaining and ensuring the implementation of Service Level Agreements; setting standards for quality and ensuring the implementation of operational activities in accordance with standard procedures and guidelines

  • Working closely with stakeholders and the recruitment team to monitor service level metrics to ensure that quality service targets are achieved

  • Preparing and conducting regular Steering Committee meetings, reporting on risks, key performance indicators and proposed corrective action or new approaches


  • Competencies are important in order for the employee and the organisation to deliver desired results. Competencies are relevant for all staff and are divided into the following categories:

    Professional competencies

  • Highly experienced recruitment professional with experience of recruitment within an international context

  • Excellent understanding of the particular challenges facing international recruitment and the distinction between international and national contracts, legal requirements, right to work etc.

  • Proven experience of managing successful change projects and ability to lead the establishment of a new service

  • Experience in leading the team within Shared Services Centre setting or similar global customer service environment

  • Documented results related to the position’s responsibilities

  • Minimum 5 years of experience in relevant management positions

  • Formal education – preferably master level – in relevant area

  • Up to date knowledge of developments in the Talent Management and recruitment /selection /assessment field

  • Understanding of the importance of a strong employer brand in recruitment and ideally experience of employer branding

  • Fluency in English, both written and verbal

  • A genuine motivation and advanced understanding of digital HR tools & systems to develop and provide better service.

  • Having the strong analytical ability to analyse and evaluate HR statistics

    Context related skills, knowledge and experience:

  • Ideally experience from a customer /stakeholder service and excellence orientation in service provision, and Service Level Agreements

  • Understanding of NRC’s operational contexts

  • Work experience from an INGO or within the humanitarian field an asset.

  • Certified in psychometric and skill based testing (Cut-e) an asset.

  • A good sense of humour would be an asset.

    How to Apply

  • For more information and job application details, see; Norwegian Refugee Council NGO Head of Shared Service Centre Global Recruitment Jobs in Kenya

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