Assistant Protection Officer (Hub Manager)

The Assistant Protection Officer (Hub Manager) manages and supervises the Regional Support Hub for Asia and the Pacific, overseeing protection and solutions services including individual case processing for refugee status determination and resettlement. The role ensures service quality, compliance with protection policies, and effective coordination with regional and country operations.

Responsibilities

• Oversee daily operations of the Hub, ensuring timely, efficient and accurate resolution of queries.
• Monitor performance against agreed Key Performance Indicators in compliance with UNHCR policies and guidance; implement corrective actions where necessary.
• Supervise a multidisciplinary team including HR, Protection and Supply staff.
• Facilitate onboarding, training, and performance management of team members (in coordination with functional leads in the RBAP).
• Promote a collaborative and customer-centric culture.
• Ensure compliance with organizational policies and audit requirements.
• Act as the primary liaison between the Hub, UNHCR country office in Kuala Lumpur and RBAP.
• Represent the team in cross-functional meetings.
• Ensure accurate, timely, and insightful reporting across multiple functions and regions, while driving continuous improvements.
• Directly supervise and support a team of Protection Case Management Associates including through: workload allocation, coaching and mentoring, performance oversight, and fostering a collaborative, high performing work environment to deliver high volume, quality assured case processing services.
• Oversee individual case processing and provide technical guidance in line with the individual case-processing policies and standard operating procedures relating to RSD, especially UNHCR’s Handbook on the Procedures and Criteria for Determining Refugee Status Under UNHCR’s Mandate (RSD Handbook), Guidelines on International Protection (GIPs), Procedural Standards for Refugee Status Determination under UNHCR's Mandate (RSD PS) and Aide-Memoire and Glossary of case processing terms and concepts applicable to RSD under UNHCR's mandate (RSD Glossary).
• Monitor individual case processing trends and in compiling and analysing statistics related to individual case processing.
• Maintain accurate and up-to-date records and statistics related to all services provided by the Hub, and ensuring that proGres database is properly updated with respect to individual case processing.
• Perform other related duties as required.

Requirements

• For P1/NOA - 1 year relevant experience with Undergraduate degree; or no experience with Graduate degree; or no experience with Doctorate degree
• Field(s) of Education: Law, International Law, Political Sciences, or other relevant field.
• Knowledge of International Refugee and Human Rights Law and ability to apply the relevant legal principles
• Functional Skills: PR-Protection-related guidelines, standards and indicators, PR-Age, Gender and Diversity (AGD), MG-Project Management, PR-Human Rights Doctrine/Standards, PR-International Humanitarian Law, PR-Assessment of IDPs Status, Rights, Obligation, PR-Climate change and disaster related displacement, CO-Drafting and Documentation, PR-Gender Based Violence (GBV) Coordination

Skills

• International Refugee Law
• Human Rights
• Protection guidelines knowledge
• Age Gender Diversity Analysis
• Project Management
• International Humanitarian Law
• IDP Status Assessment
• Climate Change Displacement
• Drafting and Documentation
• Gender Based Violence Coordination
• Case Management
• Service Quality Assurance
• Protection Policy Compliance
• Regional Coordination

Languages

English