Business Improvement Manager – LIFT Project

About the role

Business Improvement Manager – LIFT Project will lead activities to increase financial sustainability and operational reliability of water and sanitation utilities in the Democratic Republic of Congo. The role is based in the Mercy Corps office in Goma or Bukavu and will manage the Market Systems Delivery Team.

Key responsibilities

• Support multi‑criteria analysis for site selection and field data collection.
• Identify key market actors in the water service delivery value chain.
• Support organizational capacity assessments of water and sanitation service providers.
• Lead tasks to improve financial viability, business practices, customer care and the enabling environment.
• Develop and deliver capacity‑building and training plans, workshops and trainings.
• Lead development of business plans for service providers.
• Plan and implement awareness‑raising campaigns for private water service providers.
• Work with governance teams to establish social accountability and business continuity mechanisms.
• Support expansion of the customer base and utility reform interventions.
• Serve as the primary point of contact between LIFT and market actors.
• Liaise with international and local short‑term technical assistance providers.

Required profile

• Bachelor’s degree in Business Administration, Economics, Engineering Management or related field (Master’s preferred).
• Minimum 10 years of professional experience in the water and sanitation sector.
• Experience in SME development, business‑plan creation, and capacity‑building program design.
• Strong communication and analytical abilities, including technical report writing.
• Experience working on donor‑funded projects with multiple partners.
• Ability to work effectively in multicultural and multi‑ethnic environments.
• Computer literate with proficiency in Microsoft Office applications.
• Fluency in written and spoken French and/or Swahili; English proficiency preferred.
• Prior experience working in eastern Africa, especially the Democratic Republic of Congo, is advantageous.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft PowerPoint