Toll Group – In-Country Specialist Refugee and Humanitarian Services

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Company Description:

About Toll

At Toll, we do more than just logistics – we move the businesses that move the world. Our 16,000 team members can help solve any supply chain challenge – big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 25 countries. We are proudly part of Japan Post. – www.tollgroup.com

At Toll, we aren’t just moving businesses; we are moving the world towards a brighter, more compassionate future, full of hope and opportunity for those in adversity. Our Government & Defence division is an experienced and trusted government partner and delivers case management services that include a broad range of programmes to solve a wide range of problems; in short – we deliver what our customers need.

Job Description

The Role

We are looking for an In Country Specialist based in Nairobi, Kenya who will manage the strategic and operational delivery of knowledge management services within the broader remit of case management and related services. 

Toll is excited and proud to work on behalf of the Australian Department of Home Affairs to deliver services in support of Refugees and Humanitarian visa applicants associated with medical assessments and subsequent travel to Australia. As an In Country Specialist, you will be responsible for the sourcing, analysing, and disseminating of information about the local, national, and regional area. You will be tuned into in-country events and regulations that impact our customers and our client. As a senior member of the team, you will support the Regional Manager with the management of overall business outcomes and contribute to the global effectiveness of our business with knowledge management and training.

As an In Country Specialist, you will:

  • Partner with key local and regional suppliers to ensure service delivery practices are understood and followed.
  • Foster and develop strong working relationships with all regional stakeholders, including in-country authorities, major international agencies, and all associate service delivery partners to supports our customers.
  • Form strong links with UNHCR locally and regionally to ensure our operation is across all developments in local conditions, including in UN Camps, which may impact our customers or our service delivery.
  • Become an expert source of in-country advice on local immigration requirements and controls. Ensure the knowledge and experience gained is maintained and appropriately recorded.
  • Research, analyse and report on developments, trends, and risks in the region. Support the case management team in prioritising service risks or threats when a change in regulations may impact our customers or service delivery.

We welcome candidates who are passionate about people and wants to partner with us on a transformative journey to leave a lasting impact on a global scale. As a key member of the local and regional team, you will be able to contribute significantly to business performance. You will have the opportunity to anticipate business needs and enhance the breadth and quality of the service experience. You will provide innovative contributions to business design & improvement, and guide, support, mentor and inspire team members to deliver high performance outcomes. You will be working for an organisation committed to putting people first. We celebrate diversity and are committed to our customers.


About You

To be successful in this role you will likely have:

  • Substantial knowledge of and experience in research and reporting.
  • Previous experience in managing and presenting information.
  • Proven track record of building strong working relationships with important stakeholders and suppliers.
  • Strong awareness of the local and regional environment and customer demographic with a desire to facilitate communication and understanding.
  • Reputation as a strategic thinker who is solutions focused and can problem solve at short notice.






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