Business Analyst - Credit D'etude Community Hotlines

MAIN DUTIES AND RESPONSIBILITIES

- Mapping/inventory of existing client's initiatives (across departments) for community hotlines/feedback mechanisms
- including more advanced tools (eg dedicated phone line and standard operating procedures), informal tools (eg mobile number of a field staff) and integration into existing working practices (eg client's receptionist handling feedback).
- SWOT analysis of existing solutions in the client's field (processes, tools, functionalities, and use) to define best practices and required improvements. The analyses is based on the experience of field teams.
- Based on internal mapping of existing client's initiatives, define sources of information being treated (phone calls, social media, other.)
- To the extent possible, define needs of different disciplines - métiers - including those within Assistance and Protection Divisions in terms of community feedback and capacity and ability to respond to expected inquiries and requests.
- To the extent possible and where relevant, review the extent of engagement of the National Societies particularly for joint programmes.
- Together with IT, establish the criteria for a client's solution to manage beneficiary feedback, aligned with client's Information Environment Strategy and System Architecture.
- Document the to be business processes concerning the future client's hotline for beneficiaries and establish the expected organizational, HR and IT changes related to this channel of communication with beneficiaries.
- Engage concerned Departments/Units in the client's throughout the process to ensure final project proposal reflects the broader needs of field operations.
- Benchmarking of client service solutions used by other entities (both humanitarian and private sector).
- With IT and the Operational Information Management Specialist, conduct a proof of concept of existing client's institutional tools that may be adapted (including VSM, Skype for Business and Red Rose) and other tools currently not used by the client.
- Provide regular updates on progress of the study to the Project Manager and to the steering committee as and if necessary.
- Draft a project mandate defining the scope, timing, resources and costs for a potential hotlines/feedback project

QUALIFICATIONS AND COMPETENCIES

- CBAP/CCBA certificate an asset;
- Knowledge, understanding and demonstrated experience in accountability to affected populations and field-based community engagement in a humanitarian response;
- Understanding of the humanitarian project cycle; demonstrated experience in monitoring and evaluation a plus;
- Understanding of communication landscape, including new communication channels and technologies, in conflict-affected countries;
- Proven experience in business analysis - and of project management (including process mapping, risk and change management);
- Experience in customer relationship management (call center, customer service) an asset
- Experience with Casewise modeler an asset;
- Excellent oral and written communication skills in English (French an asset)