Senior Case Processing Manager

­­­­­­­­Program Brief

The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. citieshelping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions.

Since 2017, IRC has supported Rohingya Refugees and Bangladeshi nationalities communities in Cox's Bazar, Khulna, Barisal, and Chittagong with integrated services. The organization also addresses climate change impacts by building resilience and promoting economic recovery, education, and protection.

Purpose of the Role

The Senior Case Processing Manager provides strategic oversight and ensures a high standard of service delivery across the full spectrum of refugee casework and case processing activities within the Assisted Passage Program (APP) as implemented by IRC Bangladesh. This role combines advanced pre-approval casework supervision and post-approval case processing responsibilities, including leadership, training, quality control, data management, and collaboration with internal teams and external stakeholders (e.g., DoHA, TOLL, UNHCR, etc). The position plays a critical role in ensuring timely and accurate case progression from pre-screening through visa approval to post-decision coordination and departure.

Highlights of Key Responsibilities

Program Delivery

• Supervise the day-to-day operations of the case processing and scheduling teams.
• Lead and manage prescreening, DoHA presentation, and post-approval activities including medical coordination and departure arrangements.
• Ensure all functions strictly adhere to TOLL, DoHA, and IRC Bangladesh policies and SOPs.
• Plan workloads, allocate staff resources, and set team priorities to ensure timely, error-free processing of refugee applications.
• Monitor and ensure quality control of all data entry and updates in APP database, across all stages of the case lifecycle.
• Develop and adapt systems for efficient delivery of services and for managing exceptional caseloads, such as minors, expedited cases, or fraud suspects.
• Coordinate and support DoHA circuit rides, including managing prescreening pipelines and performing quality checks before and after circuit rides.
• Collaborate with Pipeline and Data Integrity to design and interpret CommCare and PowerBI reports for caseload tracking and forecasting.
• Analyze processing trends, generate operational reports, and raise issues and bottlenecks to senior management in a timely manner.

Staff Management, Training & Communication

• Supervise assigned Managers, Senior Officers, Officers, and Assistants across the Case Processing teams.
• Provide clear direction, mentorship, and regular performance feedback to staff, and oversee performance improvement plans when necessary.
• Design and lead onboarding and ongoing training for direct reports, with a focus on SOP compliance, APP Database proficiency, and effective use of interpreters.
• Ensure timely and professional communication internally and externally with stakeholders.
• Foster a culture of collaboration and professionalism within the team and across departments.