Operations Associate, VSC Operations Support

Job Description

Background

Diversity, Equity and Inclusion are core principles at UNDP: we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a ‘leave no one behind’ approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and inspiring stories.

UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

The Volunteer Services Centre (VSC) is the center of excellence that provides HR services to more than 13,000 UN Volunteers serving agencies, funds and programmes across the UN system. VSC is responsible for providing timely and high-quality services and contributions in

• Volunteer Deployment
• Volunteer Management
• Payroll Administration
• Related guidance, customized packages and support for volunteers and UN entities globally

VSC works in close collaboration with other relevant sections at headquarters, as well as with Regional Offices and Field Units to ensure seamless and consolidated services in accordance with UN Volunteers Conditions of Service, regulations and rules, policies and internal best practices.

The Operations Associate, VSC Operations Support contributes to the administrative and operational effectiveness of the Volunteer Services Centre (VSC) processes. S/he coordinates with relevant partner-sections to ensure high quality and integrated inputs to the development and optimization of processes, activities, tasks, Standard Operating Procedures (SOPs), and systems that affect the quality of services provided by VSC. S/he also contributes to VSC’s ability to be adaptable, agile, effective and support the continuous improvement of the VSC operations. Under the overall guidance and direct supervision of the Chief, Volunteer Services Centre (VSC), the Operations Associate, VSC Operations Support contributes to the effective administration and execution of processes and transactions ensuring high quality and accuracy of work. The Operations Associate promotes a client, quality, and results-oriented approach. The Operations Associate, VSC Operations Support works in close collaboration with relevant sections in the UNV headquarter, regional offices and field units to exchange information and ensure consistent service delivery. S/he plays a vital role in the capacity building and training of the VSC team and supports the transition towards a fully digital VSC ecosystem. In Addition, the Operations Associate, VSC Operations Support provides administrative support as requested.

Duties And Responsibilities

• Support the implementation of the Volunteer Services Centre operational strategies
• Continuous review of service delivery and provision of technical advice and ways forward to enhance cost efficiency and effectiveness in the Volunteer Services Centre.
• Ensure results-oriented budget workplans are available and followed up in line with the VSC mandate and the UNV Strategic Framework.
• Support the compliance review of VSC operational activities in the context of relevant UNV/UNDP rules and policies.
• Collection, consolidation, and provision of inputs to business processes mapping and business process management activities.
• Elaborate/review/monitor the implementation of VSC relevant standard operating procedures (SOPs) and administrative guidelines provided.
• Coordination of client surveys and surveys for organization of the VSC services, analysis of results. Initiation and coordination of activities to improve, if required.
• Provides support for effective operational, administrative, and financial control in the office
• Ensure compliance with UNV/UNDP rules and regulations regarding financial processes performed by the VSC and continuous learning and improvement of VSC processes, (e.g. labor schedule management, PPM error correction, SCA rejects management, etc.).
• Maintain financial records and perform reporting and audit follow up as applicable to the VSC
• Provide regular (financial/operational) reports to internal and external parties in collaboration with relevant UNV/UNDP staff.
• Monitoring and reporting of VSC related projects in Quantum, including project budgets for outposted VSC teams.
• Ensure that VSC requirements are considered when implementing or developing corporate reports and dashboards in coordination with relevant sections.
• Collection, consolidation, liaison and provision of substantive input to knowledge bases, SOP’s and dashboards managed by other UNV sections.
• Regular updates and reporting of operational indicators to the VSC team and relevant sections and stakeholders as required.
• Ensures VSC-relevant knowledge and training gaps are closed
• Identifying individual and organizational knowledge and training gaps using quantitative and qualitative methodology (performing knowledge audits, analyzing knowledge related metrics, keep abreast of industry trends and developments).
• Contribute to continuous capacity building of individuals and teams in the VSC.
• Identify individual and common training needs, support self-directed learning and continuous improvement, promote knowledge sharing and collaboration in the VSC at the interface to the UNV regional offices and field units, other UNV sections and if requested in client organizations.
• Communicate updates related to processes, SOPs, agreements, waivers, etc. in a comprehensive way.
• Building up and maintaining the VSC digital ecosystem assuring that VSC staff can easily access relevant information, SOP’s working instructions, guides and aides.
• Contribute to the build-up and maintenance of corporate knowledge sharing platforms and information repositories in close collaboration and liaison with relevant sections and stakeholders.
• Sound contributions to knowledge networks and communities of practice.
• Contribute to the advancement of a common business operations strategy and the efficiency agenda for VSC as part of the UNV mobilization cycle
• Continuous improvement of VSC business processes to enhance efficiency and effectiveness and updating, optimizing and maintaining the VSC relevant business process model.
• Mapping of new or updated VSC relevant business processes, process interfaces, systems and documents applying the BPMN industry standard (ISO 19510).
• Support of the VSC Chief in operations planning and operations management.
• Collect, monitor and analyze VSC-relevant datasets to contribute to VSC efficiency and to enhance digital capabilities of the VSC organization in close collaboration with relevant UNV sections.
• Contribute to digitalization initiatives of VSC relevant business processes in close collaboration with other relevant sections.
• Contributing to agile and lean management initiatives, e.g., formulation of Objectives and Key Results, application of the Deming-Cycle for continuous improvement initiatives, facilitate retrospectives, implement KANBAN, Gemba, etc.
• Provide Administrative Support to the Section focusing on the achievement of the following results:
• Organize meetings, working groups, events and retreats, upon request, including drafting of agenda, taking meeting notes and providing supporting documentation.
• Follow up on deadlines, commitments made, actions taken as assigned by the supervisor.
• Preparation of presentation and reports relating to administrative processes.
• Together with the relevant team leads monitor and manage performance of outsourced services procured and partnership agreements.
• Provide other administrative support as requested (procurement, travel, payments, etc.).

Competencies

Core

Achieve Results

• Plans and monitors own work, pays attention to details, delivers quality work by deadline

Think Innovatively

• Open to creative ideas/known risks, is pragmatic problem solver, makes improvements

Learn Continuously

• Open minded and curious, shares knowledge, learns from mistakes, asks for feedback

Adapt with Agility

• Adapts to change, constructively handles ambiguity/uncertainty, is flexible

Act with Determination

• Shows drive and motivation, able to deliver calmly in face of adversity, confident

Engage and Partner

• Demonstrates compassion/understanding towards others, forms positive relationships

Enable Diversity and Inclusion

• Appreciate/respect differences, aware of unconscious bias, confront discrimination

Cross-Functional & Technical competencies

Customer Satisfaction/Client Management

• Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers’ needs.
• Provide inputs to the development of customer service strategy.
• Look for ways to add value beyond clients’ immediate requests.
• Ability to anticipate client’s upcoming needs and concerns

Communication

• Ability and inclination to rapidly adopt new technologies, either through skillfully grasping their usage or through understanding their impact and empowering others to use them as needed

Digital Awareness and Literacy

• Ability and inclination to rapidly adopt new technologies, either through skillfully grasping their usage or through understanding their impact and empowering others to use them as needed

Documents and records management

• Overall document (hard or electronic) management; registry and retention policy including storing and archiving

Budget management

• Ability to support budgetary aspects of work planning process, drawing and management of team budgets

Operations Agility

• Ability to identify workflows or process pain points.
• Always pursue continuous improvements and innovation in developing, enhancing and/or fine tuning workflows and processes to achieve efficient and effective use of time and resources that is aligned to strategic goals.
• Open to change and flexible in a fast paced working environment.

Education

Required Skills and Experience

• Secondary education is required.
• University Degree in Business or Public Administration, Management or equivalent field will be given due consideration, but it is not a distinct requirement.
• Certification in Design Thinking, User Experience (UX) Design, BPMN Process Design, LEAN, Six Sigma or similar relevant fields is a distinct advantage

Experience

• Minimum of 7 years (with High school diploma) or 4 years (with bachelor’s degree) of working experience in administration, business process improvement, capacity building at the national or international level.
• Experience at the national or international level in creating SOPs, user-handbooks and operational training material, video guided-support, process communication is desirable.
• Previous administrative/operations support experience is an asset.
• Experience in the usage of computers and office software packages (MS Word, Excel, Powerpoint, Sharepoint, etc.) is required.
• Experience in the use of an ERP system, such as ATLAS, Quantum or UMOJA or in handling of similar web based management systems is an asset.
• Fluency in English is required.
• Knowledge about the UN and Administrative Rules and Regulations is an advantage.

Please note that continuance of appointment beyond the initial 12 months is contingent upon the successful completion of a probationary period.

Disclaimer

• Only short-listed applicants will be contacted.
• The successful candidate will hold a UNDP letter of appointment.
• This post is for local recruitment only. It is open to citizens of the European Union (EU) member states or holders of residence and unlimited work permits for Germany. All travel, interview and relocation costs, if any, incurred to take up an appointment at the duty station in Bonn are at the expense of the applicant.

Important information for US Permanent Residents (‘Green Card’ holders)

Under US immigration law, acceptance of a staff position with UNDP, an international organization, may have significant implications for US Permanent Residents. UNDP advises applicants for all professional level posts that they must relinquish their US Permanent Resident status and accept a G-4 visa, or have submitted a valid application for US citizenship prior to commencement of employment.

UNDP is not in a position to provide advice or assistance on applying for US citizenship and therefore applicants are advised to seek the advice of competent immigration lawyers regarding any applications.

Applicant Information About UNDP Rosters

Note: UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

Non-discrimination

UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.

UNDP is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status.

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