Finance and Administration Manager
Position Circumstances
- Career Category: Business Administration, Banking / Finance, Accounting - Taxation / Audit
- Schedule:Full-time
- Salary: Negotiable
Reporting To: Head of Operations Department or Executive Director
Department: Operations Department
Duty Station: FCPC Office
The purposes of this role include:
The Administration and Finance Manager is responsible for managing both finance and administrative operations within an organization. This role integrates financial planning, budgeting, reporting, and compliance with the supervision of administrative functions, human resources, and office management to support strategic objectives and operational efficiency.
Duties & Responsibilities:
- Financial Management & Reporting
- Develop, implement, and maintain finance policies, internal controls, and procedures.
- Oversee budgeting, forecasting, and financial planning to support the Center’s
- strategic objectives
- Manage accounts payable, accounts receivable, payroll, bank reconciliations, and general ledger functions.
- Monitor cash flow, ensure liquidity for operational needs, and optimize resource allocation.
- Prepare accurate financial reports, statements, and analyses for management and related stakeholders as required.
- Ensure compliance with local regulations, accounting standards, and donor or sponsor requirements.
- Coordinate internal and external audits, implement recommendations, and maintain audit-ready documentation.
- Oversee procurement processes and manage vendor relations to ensure cost efficiency and policy compliance.
- Administration & Human Resources
- Lead administrative operations, including office management, records management, and infrastructure oversight.
- Supervise and mentor finance, administrative, and support staff; foster professional development and performance evaluation systems.
- Maintain a safe, effective, and supportive work environment compliant with occupational health and safety standards.
- Support recruitment, onboarding, and performance management programs across the organization.
- Ensure efficient coordination in the department and between departments for smooth operational activities.
- Strategic Planning & Risk Management
- Analyze financial and operational data to advise on risk, opportunities, and corrective measures.
- Implement cost control measures, process improvements, and performance monitoring systems.
- Act as a strategic partner with senior management in planning and decision-making, contributing insights to optimize operational efficiency and financial sustainability.
- Manage compliance with banking regulations, dispute resolution standards, and funding agreements specific to financial services.
Expected Profile of Candidates
Languages:
- Khmer - Good
- English - Good
Qualifications:
- Bachelor's Degree in Finance, Accounting, Business Administration, or related field
- Master's Degree in or professional certifications (CPA, CFA, ACCA) preferred.
Work History:
- In a supervisory or managerial role for 3 years as a minimum
Skills & Knowledge:
General & Technical Skills
- Minimum of 5–7 years of experience in finance and administrative management
- Experience with accounting software and financial reporting systems aligned with the Cambodian accounting system.
- Good knowledge of Microsoft Office.
- Prior experience in Banking and financial institutions, or international organizations, is advantageous.
- Knowledge of legal, regulatory, and accounting standards relevant to the organization
- Strong understanding of banking operations, financial products, regulatory frameworks, and dispute resolution processes.
- Good command of Khmer and English; additional relevant languages are an advantage.
- May require flexible shifts, including weekends or evenings, depending on operational needs.
Soft Skills
- Strong leadership, team management, and coaching capabilities
- Advanced analytical, problem-solving, and financial modeling skills
- Excellent verbal and written communication, interpersonal, and negotiation skills
- Ability to multitask, prioritize, and work independently under pressure
- Commitment to ethical leadership, transparency, and accountability
- High integrity, impartiality, and commitment to customer fairness.
Mediator
Position Circumstances
- Career Category: Law, Banking / Finance, Business Administration, Economics
- Schedule:Full-time
- Salary: Negotiable
Reporting To: Head of Dispute Resolution Department or Executive Director
Department: Dispute Resolution Department:
Duty Station: FCPC Office
The purposes of this role include:
The Mediator is responsible for facilitating the resolution of eligible financial consumer complaints through Facilitative Mediation, by helping consumers and Banking and Financial Institutions (BFIs) communicate effectively, understand each other’s perspectives and interests, and explore fair, practical, and mutually acceptable solutions. The Mediator is responsible for conducting an impartial, confidential, and professional mediation process and supporting the parties to reach a voluntary settlement, in accordance with the FCPC Management Framework, Standard Operating Procedures, Code of Conduct, and applicable requirements. The ideal candidate will possess strong mediation, negotiation, communication, and active-listening skills, a sound understanding of banking and financial services and consumer protection, and the ability to manage sensitive and complex complaints with neutrality, professionalism, empathy, and respect for all parties.
Duties & Responsibilities:
- Case Review and Mediation Planning
- Review the case file, complaint information, relevant documents, and supporting evidence provided by the Complaints Officer before commencing Facilitative Mediation.
- Meet or consult with the Complaints Officer to clarify the facts, the perspectives of the parties, key issues, and relevant background.
- Develop a case-specific mediation plan, including the objectives of the mediation, key questions, information gaps, participants or representatives, and the proposed process.
- Consider whether joint meetings, separate meetings, or shuttle mediation would be appropriate, taking into account the circumstances of the case, power imbalances, and the parties’ comfort with direct discussion.
- Avoid making premature assumptions about the appropriate solution or mediation approach and use the mediation plan as a starting point for discussion and testing with the parties.
- Facilitating Communication and Participation
- Establish an appropriate and respectful environment for mediation meetings and discussions, including appropriate ground rules and respect for confidentiality.
- Contact the consumer and BFI separately at the beginning of the mediation process to introduce the Mediator’s role, explain the mediation process, and answer questions.
- Listen carefully to each party’s perspective, concerns, and interests and clarify information where necessary.
- Promote active listening and constructive communication between the parties.
- Reframe or clarify statements, where appropriate, to reduce misunderstandings and support productive dialogue.
- Demonstrate empathy and respect for each party’s perspective without expressing agreement or disagreement with either party.
- Help consumers articulate their concerns and help BFIs explain relevant processes, concerns, and business or recovery considerations without taking sides.
- Identify and respond appropriately to accessibility, communication, support, or power-imbalance issues that may affect a consumer’s effective participation.
- Facilitative Mediation and Dispute Resolution
- Facilitate constructive dialogue between consumers and BFIs in accordance with the FCPC Facilitative Mediation process.
- Use interest-based and mutual-gain approaches to help parties identify underlying interests, concerns, options, and practical solutions.
- Facilitate joint or separate/shuttle mediation sessions where appropriate.
- Encourage the parties to explore and generate creative options that may address their underlying interests and concerns.
- Help the parties consider the practical consequences, implementation requirements and alternatives to settlement, without pressuring either party to agree.
- Manage the mediation agenda, process and time effectively while allowing the parties to make their own decisions.
- Use relevant financial consumer protection laws, regulations and principles of fairness to help parties assess whether proposed options are reasonable and workable, without providing legal advice or determining the merits of the dispute.
- Maintain neutrality, impartiality and independence throughout the Facilitative Mediation process.
- Do not impose a resolution, advocate for either party, or determine which party is right or wrong.
- Settlement Agreement and Case Closure
- Where the parties reach agreement, prepare or facilitate the preparation of a clear Settlement Agreement accurately reflecting the terms agreed by the parties.
- Use clear and simple language and ensure that both parties understand the meaning and implications of the agreed terms.
- Confirm that the agreement is voluntary and that both parties understand and agree to the terms before signing.
- Clarify agreed implementation actions, responsibilities and timeframes.
- Arrange for the parties to sign the Settlement Agreement in accordance with the FCPC SOP.
- Provide each party with a copy of the signed Settlement Agreement and ensure that the agreement is properly recorded in the case file and Case Management System (CMS).
- Follow up on agreed implementation actions in accordance with applicable FCPC procedures and update the case record.
- Where no settlement is reached, document the outcome and explain neutrally to the consumer the option of proceeding to Evaluative Mediation (Step 4).
- Do not advocate for or against the consumer's decision to proceed to Evaluative Mediation.
- Where the consumer does not proceed to Evaluative Mediation, complete the applicable case closure procedures and provide information on available alternative avenues where appropriate.
- Case Documentation, Data and Information Management
- Maintain complete, accurate, and timely records of mediation activities, communications, meetings, agreements, and case outcomes in the CMS.
- Review and analyze relevant financial information, transaction records, agreements, and supporting documents as necessary to understand and facilitate the mediation process.
- Identify and clarify key factual or information gaps relevant to the mediation.
- Handle consumer, financial and case information confidentially and only for authorized FCPC purposes.
- Prepare mediation notes, case updates, settlement documentation and post-mediation records required under FCPC procedures.
- Maintain accurate documentation of the parties’ perspectives, issues discussed, options explored, agreements reached, and follow-up actions.
- Monitor assigned cases against applicable FCPC service timelines and promptly raise delays or unresolved procedural issues with the Head of Complaint Resolution Department.
- Ethical Duties and Professional Conduct
- Maintain neutrality, impartiality, independence, confidentiality and integrity throughout the mediation process.
- Protect all personal, financial and case information in accordance with FCPC requirements.
- Do not disclose confidential information except as permitted by applicable FCPC procedures, law or the informed consent of the relevant party.
- Declare any actual, potential or perceived conflict of interest immediately and recuse from the case where required.
- Treat consumers and BFI representatives with dignity, respect, empathy and professionalism.
- Use clear and accessible language and provide reasonable assistance to help consumers understand the mediation process.
- Avoid coercion, undue influence or pressure on either party to participate or agree to a particular outcome.
- Do not promise a particular outcome or advocate for either party.
- Do not provide legal advice or act as legal counsel for either party.
- Coordination and Stakeholder Engagement
- Work closely with Complaints Officers and Senior Mediators in the Complaint Resolution Department on case-related matters within the respective roles and responsibilities.
- Communicate and coordinate with consumers, their authorized representatives or advisers, BFIs and their authorized representatives as necessary for the effective conduct of Facilitative Mediation.
- Participate in internal case reviews, BFI engagement, and other complaint-resolution activities as assigned.
- Provide relevant case information, lessons learned, and observations to the Head of Complaint Resolution Department to support quality improvement and identification of systemic complaint trends.
- Contribute to the Department’s monitoring of complaint trends and systemic issues through accurate case documentation and CMS records.
- Participate, as assigned, in discussions with BFIs concerning complaint-resolution processes, case progress, or emerging issues, while maintaining confidentiality and the Mediator’s neutrality.
Expected Profile of Candidates
Languages:
- Khmer - Good
- English - Good
Qualifications:
- Bachelor's Degree in Law, Finance, Business Administration, Economics, or a related field.
- Master's Degree in a relevant field is an advantage.
Work History:
- Relevant professional experience for 3 years as a minimum
- In mediation, dispute resolution, complaint handling, banking and financial services, consumer protection, law, compliance, or a related field for 3 to 5 years is preferred
Skills & Knowledge:
General & Technical Skills
- Professional training or certification in Mediation, Alternative Dispute Resolution (ADR), or a related field is highly desirable.
- Relevant experience in facilitating discussions, managing complaints or disputes, and working with consumers and/or financial institutions is an advantage.
- Experience handling sensitive, complex, or potentially contentious matters in a professional environment is desirable.
- Good understanding of banking and financial products and services, financial consumer protection, relevant regulatory requirements, and complaint-resolution processes.
- Strong writing and documentation skills, including the ability to prepare clear case notes, mediation records and Settlement Agreements.
- Ability to use CMS and standard computer/office applications effectively.
- Good command of Khmer and English; additional relevant languages are an advantage.
Soft Skills
- Strong mediation, facilitation, negotiation, communication, and active-listening skills.
- Strong ability to remain neutral, impartial, independent, and professional when dealing with sensitive or contentious complaints.
- Strong analytical, problem-solving and professional judgment skills, including the ability to review financial information and supporting documents relevant to a complaint.
- Strong interpersonal skills, with the ability to build trust, demonstrate empathy and facilitate constructive dialogue between parties.
- High level of integrity, confidentiality and ethical conduct, with a commitment to fairness and respectful treatment of consumers and BFIs.
