Senior Manager, Investigations Operations

Key

Please submit your CV in English.

This is a remote/homeworking role. To support collaboration across our global teams, we will give preference to candidates located within ±4 to 5 hours of Costa Rica’s time zone (Central Standard Time, CST, UTC−6) and in countries where World Vision International (WVI) is registered to operate. Nevertheless, we encourage qualified candidates from other locations to apply.

Job purpose

The Senior Manager, Investigations Operations position provides leadership and guidance to multiple functions and teams that conduct investigations, in response to different types of incidents across the Partnership to provide strategic alignment in relation to complaint handling and investigations. This will include working to lead improvements and alignment to systems used by the Integrated Investigations team, Regional Investigative Specialists, Fleet, Cybersecurity, VisionFund International (VFI) and other World Vision (WV) functions that conduct investigations and Field- level Investigators.

The incumbent will be responsible for the development of aligning and identifying significant efficiencies throughout the operational aspects of investigations to ultimately create efficiencies and ensure high-quality, consistent investigations that protect WV's reputation and ministry.

Additionally, this role will be responsible for developing and executing the training and capacity building strategy for full- and part- time investigators across the Partnership, creating a centre of excellence that will set the standard for all internal investigations.

This role will serve as a matrix manager to 7 Regional Investigative Specialists, providing leadership, problem-solving guidance, and coaching on how to manage high-quality investigations conducted by Field Offices and Regions. The Sr. Manager will have a wide span of influence and need to carefully design investigations operations that ensure WV investigations are being done in line with external standards, while also aligning with the unique cultural profiles and ministry of WV.

Major

Leading Investigations Operations

Act as the most senior subject matter expert in developing and maintaining streamlined and consistent set of investigation tools and protocols that are fit for use by all WV investigators, both within the Integrated Investigations team, other GC teams (cybersecurity, Fleet safety, VFI), and by a large network of Regional and Field based part-time investigators.

Leader and point of contact for line management and leaders across the organisation to escalate concerns or requests related to investigative operations, including quality and capacity related issues.

Provide matrix leadership for 7 Regional Investigative Specialists (RIS) whose primary role is managing Regional Oversight Committees in triaging, assigning, monitoring, and reporting on all incidents and complaints being investigated within a given region and in managing part-time investigator capacity across all Field Offices in WV.

Ensure that all investigators and other responsible for elements of investigation and complaint handling are trained and adhering to the same set of operational guidelines.

Respond to and resolve concerns from senior leaders and other key stakeholders related to investigative operational issues. Proactively monitor and identify opportunities for improvement in the intake and triage phases of new investigations to ensure best practices are being applied and opportunities for improvement are identified.

As needed, lead and perform high-level and complex investigations as requested by the Director.

Manage WITP (Workplace Investigations Training Programme) and KC (Knowledge Check) enrolment requests across English, Spanish, and French, ensuring timely processing of referrals and RIS notification upon enrolment.

Lead and support monthly Investigations Operations and RIS meetings to facilitate coordination, alignmen...