• Lead the harmonization and implementation of accountability framework across NWS and NES in alignment with global standards, CHS, and  Humanitarian Accountability Framework. 
   
• · Ensure that accountability systems encompass transparency (information sharing), community engagement (consultation and participation), and feedback (complaints and response) as core pillars. 
   
• · Ensure that affected populations across all hubs and modalities (partner and direct implementation) have safe, accessible, and confidential channels to provide feedback or submit complaints. 
   
• · Regularly review and update accountability SOPs, tools, and guidelines to reflect changes in programming and operational context. 
   
• · Strengthen information-sharing mechanisms with communities, ensuring communication is gender- and age-appropriate, inclusive, and culturally sensitive. 
   
• · Promote the integration of accountability and community engagement approaches throughout the project cycle — design, implementation, monitoring, and evaluation. 
   
• · Coordinate with MEL Coordinators and Program Managers to embed accountability standards into all new projects, logframes, and MEAL plans. 
   
• · Lead periodic accountability assessments to identify gaps, strengths, and areas for improvement across both hubs. 
   

FCRM Management and Quality Assurance
 

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• · Ensure the effective day-to-day functioning of Feedback and Complaint Response Mechanism (FCRM) across both NWS and NES, including the digital FCRM platform. 
   
• · Ensure that all feedback and complaints are logged, categorized, analyzed, and addressed in line with SOPs and confidentiality protocols. 
   
• · Oversee timely and appropriate responses to all feedback and complaints, ensuring adherence to defined response timeframes and accountability standards. 
   
• · Ensure sensitive complaints (e.g., safeguarding, fraud, and misconduct) are immediately referred to the relevant focal points (Safeguarding, Risk, or Compliance) and tracked for resolution. 
   
• · Lead on the maintenance, development, and improvement of FCRM systems and software, ensuring efficiency, security, and data protection. 
   
• · Analyze trends in feedback and complaints, identifying key issues and lessons to inform program and strategic decision-making. 
   
• · Ensure harmonized reporting templates and dashboards for FCRM data across both hubs, in coordination with the Data Management team. 
   
• · Ensure partner accountability focal points adhere to FCRM standards and that partner-level mechanisms are fully functional and aligned. 
   
• · Support the inclusion of accountability indicators within MEAL plans and project reporting frameworks 
   

Reporting, Coordination, and Capacity Strengthening 
 

• · Prepare timely and analytical monthly and quarterly FCRM and accountability reports, highlighting trends, response timeliness, and key learning. 
   
• · Ensure accountability findings are integrated into program review meetings, adaptive management discussions, and donor reports. 
   
• · Coordinate closely with MEL Coordinators, Safeguarding, and Partnership teams to ensure accountability and community feedback inform program design and improvement. 
   
• · Support the Grants and Business Development Unit by providing accountability inputs for proposals, concept notes, and donor reports. 
   
• · Develop and deliver training sessions, coaching, and mentoring for staff and partner staff on accountability principles, FCRM SOPs, data protection, and community engagement. 
   
• · Facilitate peer learning and exchange between Accountability Assistants and partner focal points across NWS and NES. 
   
• · Document best practices, lessons learned, and success stories to support institutional learning and compliance with donor expectations. 
   
• · Represent the org in internal and external coordination forums related to accountability, CHS, and community engagement. 
   
• · Lead data analysis, visualization, and reporting processes, including PIIRS and internal reporting aligned with the org Vision 2030 objectives. 
   

Team Management 
 

• · Supervise and mentor the accountability team, ensuring clear roles, responsibilities, and performance objectives. 
   
• · Conduct regular one-on-one meetings and provide technical coaching and professional development support to the Accountability team. 
   
• · Identify team capacity gaps and develop tailored training and growth plans. 
   
• · Foster a supportive team culture that promotes collaboration, transparency, and adherence to  values and safeguarding standards. 
   
• · Lead recruitment processes for new accountability staff when required.