Program BriefFounded in 1933, the International Rescue Committee (IRC) is one of the world’s leading agencies working in post-conflict and development contexts, supporting communities in over 40 fragile, failed and developing states. In this capacity, we work to restore safety, dignity and hope to millions who are uprooted, struggling to endure and wishing to advance on a path of development. The IRC has been present in Bangladesh since 2017 and obtained registration with the NGOAB in March 2018. Since the IRC obtained registration in March 2018, it has moved quickly to expand its integrated emergency health and protection response through both direct and partner-based programming focused on primary healthcare, women’s protection and empowerment, sexual and reproductive health, gender-based violence and child protection. Recently IRC has also introduced two new programs: Protection Rule of Law (PROL) and Education. IRC will continue working in both the camps and host community; while meeting the significant needs in both refugee and host populations, as already existing vulnerabilities are compounded with cyclical monsoon and cyclone seasons that impose additional threats to the lives and protection of those refugees as well as vulnerable host populations. IRC will grow over time its geographic coverage within Cox bazar and to other parts of the country, thus expand its networks and partnerships around emergency preparedness and response work, reach beyond the Rohingya refugees, also targeting the vulnerable host groups in Cox Bazar and other parts of Bangladesh. Purpose of the RoleUnder the supervision of the Head of MEAL, the Accountability and Learning Manager will develop, implement and strengthen the accountability and knowledge management systems for the IRC Bangladesh Country Program. Accountability and Learning Manager will also be responsible for ensuring fully embedded practical and effective mechanism for accountability to the affected people to ensure the beneficiary’s voice is heard, and the organization remains transparent to all the stakeholders. designing and implementing a country office knowledge management system that will ensure information necessary for future use is in place. This position will provide technical leadership and management oversight for all knowledge management activities. Accountability and Learning Manager will be responsible for knowledge management planning, content design and production, strategic dissemination, outreach, and targeted engagement. The Accountability and Learning Manager will provide guidance and support to the Sr. Accountability Office and work with the core program implementation team in establishing and maintaining both program and project knowledge management systems.   The position holder will work closely with Sr. MEAL Officers. Accountability and Learning Manager is responsible for building MEAL staff capacity through organizing trainings, mentoring and coaching.  Together with the MEAL Coordinator, Accountability and Learning Manager technically supports IRC Bangladesh to meet standards set out in the Strategic Action Plan (SAP 2022-2024) and IRC’s global Monitoring, Evaluation, Accountability and Learning (MEAL) Handbook for improving monitoring practice and use of data for decision making within the organization. Highlights of Key Responsibilities A. Design, review and implement Complaint and Feedback Response Mechanism and systems Contribute to designing the accountability framework/strategy for the IRC Bangladesh Country Program.Generate evidence and propose CRM channels that fit well with IRC programs in the Bangladesh context and operationalize them.Ensure complaints are correctly and timely lodged into the CRM database and communicate with beneficiaries in a dignified manner regarding their complaints/feedback.Verify registered complaints and ensure timely resolution, as well as completion of the CRM database.Periodically review the effectiveness of the channels and guide the program team/partner organizations to take appropriate steps to enhance functionality.Provide extensive capacity-building support for staff and partners on accountability and knowledge management.Support the MEAL team and Accountability focal points in conducting semi-annual client feedback surveys.Generate monthly CRM reports and update dashboards for dissemination to CMT/SMT.B. CRM Data management systemsIn close collaboration with the Head of MEAL and Program Quality, develop a robust and secure information management system to store sensitive information.Implement adequate data security protocols to ensure the security of confidential information.Establish and maintain a system to track complaints and ensure continuous dissemination with program focal points.Support the development of data collection tools, analysis, and visualization of periodic surveys.C. Knowledge Management and LearningTake the lead in developing and implementing the organization’s Knowledge Management Strategy.Establish a system to capture key lessons and successful models from various evidence products and relevant program and operational units.Collect, manage, and share learning agendas within programs and projects, collaborating with the Communications and Advocacy Teams to share them with stakeholders.Conduct lessons learned workshops in close collaboration with the Head of MEAL and program teams to disseminate learning agendas and assist in developing action plans based on follow-up agendas.Support partner organizations in conducting lessons learned workshops and reporting.Work closely with the MIS and Data Management Manager to ensure program and project data and reports are stored and accessible to stakeholders in accordance with organizational guidelines and protocol.D. Staff capacity building Train program staff on accountability and knowledge management practices and implementation.Build the capacity of program staff and partner staff in using complaint and feedback data input systems.Provide coaching and mentoring to staff to ensure consistent and accurate utilization of the information management system and appropriate technology for knowledge management.DeliverablesEstablish dissemination plan, protocol and system for knowledge managementDissemination of information, learning and best practices in a way that is accessible, manageable and which supports the work of the organizationCRM system in placeInformation management Standard Operating Procedure in placePeriodic satisfaction survey report Updated accountability database in placeKnowledge products in place and timely available ExperienceMinimum of 5 years experience developing and implementing knowledge management strategy, including design of CRM systems and tools, data analysis and reporting. Experience in MEAL with CRM implementation will be preferredAt least three years of experience working on large scale, complex, multi-sector programs in both emergency and/ fragile contexts and developing information management systems for a range of different donorsCompetencies: Knowledge, Skills & Abilities At least 5 years of experience with developing complaint/accountability frameworks/MEALDemonstrated understanding of knowledge management principles and capacity to deliver knowledge management and/or organizational learning activities Possesses Advanced Excel skills (e.g. pivot tables, advanced pull data formula, etc.)Ability to compile and holistically analyze diverse datasets.Experience in using Tableau or PowerBi.Experience with mobile based applications such as CommCare and KOBOExcellent written and oral presentation skills.Strong commitment to IRC’s mission, purpose and values.Demonstrated ability to train and build capacity of othersComprehensive knowledge of humanitarian accountability principles and their translation into practiceStrong planning, organizational and interpersonal skillsExcellent analytical, presentation, and reporting skillsLanguage PreferenceAbility to communicate, hosting meeting and presenting in English. Ability to speak Chittagonian dialect is an asset