Job Opening

Posting Title: CLIENT SERVICES OFFICER, P3 (Temporary Job Opening)
Job Code Title: PROGRAMME MANAGEMENT OFFICER
Department/Office: Regional Service Centre at Entebbe
Duty Station: ENTEBBE
Posting Period: 21 December 2018 - 03 January 2019
Job Opening Number: 18-Programme Management-RSCE-104110-J-Entebbe (M)
Staffing Exercise N/A
United Nations Core Values: Integrity, Professionalism, Respect for Diversity
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Org. Setting and Reporting

The mandate of the RSCE is to provide operational support to all Peace Keeping Operations and Small Political Offices in the missions in Central and East Africa. The RSCE employs a Service Line approach with:
- A process-based approach better suited for high volume transactions
- Standardized service delivery with equivalent outcomes for all client missions
- Continuous focus on improving the overall performance of the process
The emphasis is on enhanced client satisfaction rather than functional requirements, demonstrated mainly by faster processing times for high quality transactions.

It also serves to strengthen accountabilities through:
- Clearly defined service delivery expectations linked to roles and responsibilities established within the service level agreements
- Increased ownership of end-to-end processes and key performance indicators (KPIs)
- Better contribution to achievement of the objectives formerly set out in the Global Field Support Strategy.

This position is located in the Client Services Pillar of the United Nations Regional Service Centre, Entebbe (UNRSCE) and the incumbent reports to the Customer Service Delivery Manager.

Responsibilities

The main objective of the Client Services Pillar is to develop a client-oriented culture aimed at improving the level of services provided to RSCE clients' Missions. The Client Services Pillar works closely with the Service Delivery Managers and Service Line Managers in assisting them to handle clients’ queries. While the technical expertise and subject matter experts required to respond to various queries are embedded within the Service Delivery Pillars, the Client Service Pillar is the interface between service delivery and the clients.

Responsibilities:

Within delegated authority, the Client Services Officer will oversee the work of the Client Support Unit within the Client Services Pillar and under the overall supervision of the Customer Service Delivery Manager will be responsible for the following duties:

Client Service Responsibilities:

•Ensure services are delivered to RSCE clients in line with agreed controls and procedures, Service Level Agreements (SLA) and Key Performance Indicators (KPIs);
•In close collaboration with the Knowledge Management and Client Relationship Unit, Strategic Planning Unit and the Chief Human Resources Officer, contribute to the planning and implementation of the knowledge management strategy of the Centre as relates to the Client Services Pillar;
•Initiate and support continuous improvement opportunities (both system and procedural);
•Ensure availability of information on the key performance indicators of the Client Service Pillar, for action by the Analysis and Reporting Team;
•Manage the call centre and ensure the development and management of the call centre scripts as well as related process documentation and system enhancements;
•Support the establishment of the RSCE hub-and-spoke model with client missions, working closely with mission counterparts to ensure the Client Support Units are operational;
•Ensure the development, implementation and monitoring of the support mechanisms and enabling technologies in close coordination with Regional Information and Communications Technology Service (RICTS);
•Work closely with the Knowledge Management Officer in the Shared Services Pillar to ensure communication is effectively delivered and concerns are being addressed appropriately.

Operational Responsibilities:

•Support recruitment, staffing, and on-boarding processes as appropriate for the unit including training, mentoring, systems access, and change management processes to support staff who have been reassigned to the pillar from other functional areas;
•Provide input to RSCE talent management programme, and implement for the unit;
•Oversee performance management processes and complete performance evaluations for staff under his/her supervision;
•Oversee time management processes (e.g., time approval, scheduling, etc.), for staff under his/her supervision;
•Manage, coach and mentor the team to continuously improve performance and achieve individual and team objectives;
•Coordinate and liaise closely with key stakeholders as well as RSCE Management, as appropriate;
•Report on the operational and strategic objectives of inquiry services of the pillar (which is the Tier 1 support), to the transactional services in Tier 2 (the RSCE Service Line Processing Teams), and those escalated to Tier 3 (UNHQ, Client Missions, External Vendors and other Implementing Partners).

General Responsibilities:

• Develop the overall strategy of the Contact Centre and implement the strategy for client experience;
• Support the implementation of the Hub–and-Spoke model for the RSCE client support; Client analytics and reporting;
• Review and provide input for the drafting of the Service Level Agreement and ensure it is monitored with regard to the Pillar’s areas of responsibility
• in charge of the quality monitoring and call recording; and, Customer insights.
• Manage overall day-to-day client relationship under the supervision of the Client Service Manager;
• Monitor Client Service KPIs as well as collaborate with other Managers to drive strategies to achieve positive customer experience;
• Ensure staff handling the Contact Centre have the training and tools to meet and exceed customer service expectations. Serve as point of contact for any case escalations from the Contact Centre staff;
•Work closely with the client counterpart to resolve escalated issues;
•In close coordination with the Client Service Manager, monitor and manage staff ratios to ensure customer needs and Tier 1 volume inquiries are being met;
•Ensure effective and optimal Tier 1 service delivery as per the defined and agreed upon service level agreement;
•Support Tier 1 service delivery specific risk assessment and mitigation strategy;
•Support client and mission visits to improve communication and problem solving with clients;
•Uphold UN values, culture, and positive work environment at the RSCE to build a sense of community, two ways communication with client and interaction with the centre and continuous improvement at RSCE;
•Work closely with the client mission counterparts to resolve escalated issues.
• Perform other related duties as required.

Competencies

Professionalism: Ability to ensure adequate preparation of reports or rationale with respect to key logistics and administrative decisions; Takes opportunities to increase productivity and contribute to the Organization;Sets challenging goals and works hard to accomplish those goals;Demonstrates a proactive nature and exceptional initiative;Sets and meets aggressive commitments;Show pride in work and achievements; Demonstrates professional competence and mastery of subject matter; Is conscientious and efficient in meeting commitments, observing deadlines and achieving results; Is motivated by professional rather than personal concerns; Shows persistence when faced with difficult problems or challenges; remains calm in stressful situations;Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work.

Client Orientation: Considers all those to whom services are provided to be “clients” and seeks to see queries and requests for services from clients’ perspective;Establishes and maintains productive partnerships with clients by gaining their trust and respect;Identifies clients’ needs and matches them to appropriate solutions;Monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems;Keeps clients informed of progress or setbacks in projects;Meets timeline for delivery of products or services to clients.

Planning & Organizing:- Develops clear goals that are consistent with agreed strategies;- Identifies priority activities and assignments; adjusts priorities as required;-Allocates appropriate amount of time and resources for completing work;- Foresees risks and allows for contingencies when planning;- Monitors and adjusts plans and actions as necessary;- Uses time efficiently

Education

Advanced University degree (Master's degree or equivalent) in business or public administration, project management, social sciences, or related field is required. A first level university degree in combination with qualifying experience may be accepted in lieu of the advanced university degree. Professional Designation of Certified Customer Service Professional (CCSP) and/or PMP, CIPD and SHRP, is desirable.

Work Experience

At least 5 years progressive experience in a programme management or customer services function in an international humanitarian organization, with at least 2 years in a shared services environment is a requirement. Experience developing and implementing processes, procedures, systems and / or standards or similar international or non-governmental organization(s) is required. At least 2 years’ experience in a customer service role is desirable. Knowledge and experience in the use of SAP/ERP is desirable. Hands on experience with Human Resources/Administrative and/or Financial procedures and knowledge of Information Management Systems in governmental or non-profit organization is desirable. Knowledge in the management of a Cisco telephony systems is desirable. Working experience in conflict or post-conflict settings in field operations in the United Nations or similar international or large-scale non-governmental organizations is desirable. Experience with business process management (BPM) tools (e.g. Groupware systems & KM 2.0, the intranet and extranet, Data warehousing, data mining, on-line analytical processing (OLAP) technology, Decision Support Systems, Content management systems, Document management systems, Artificial intelligence tools, Simulation tools, Semantic networks, Visio or related tools), is desirable.

Languages

English and French are the working languages of the United Nations Secretariat. For the position advertised, fluency in English (both oral and written) is required. A working knowledge of French is desirable.

Assessment

The shortlisted candidates may undergo a substantive written assessment related to the functions of the post and an interview. Only short-listed candidates will be contacted.

Special Notice

• This position is temporarily available for a period of six (6) months. If the selected candidate is a staff member from the United Nations Secretariat, the selection will be administered as a temporary assignment.

• While this temporary assignment may provide the successful applicant with an opportunity to gain new work experience, the selection for this position is for a limited period and has no bearing on the future incumbency of the post.

• Subject to the funding source of the position, the eligibility for this temporary job opening may be limited to candidates based at the duty station.

• This temporary job opening may be limited to “internal candidates,” who have been recruited through a competitive examination administered according to staff rule 4.16 or staff selection process including the review of a central review body established according to staff rule 4.15.

• Staff members of the United Nations common system organizations who will reach the mandatory age of separation or retirement within the duration of the current temporary need period are not eligible to apply.Submitting an application or selection for the current temporary job opening does not delay or increase the mandatory age of separation.

• Retirees above the mandatory age of separation who wish to be considered for the current temporary job opening must indicate the reason for their last separation as "retirement." Such retirees shall not be employed by the Organization, unless (a) the operational requirements of the Organization cannot be met by staff members who are qualified and available to perform the required functions; and (b) the proposed employment would not adversely affect the career development or redeployment opportunities of other staff members and represents both a cost-effective and operationally sound solution to meet the needs of the service.

United Nations Considerations

According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Candidates will not be considered for employment with the United Nations if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation or sexual abuse, or crimes other than minor traffic offences, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. The term “sexual exploitation” means any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes, including, but not limited to, profiting monetarily, socially or politically from the sexual exploitation of another. The term “sexual abuse” means the actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions.

Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible. The United Nations places no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. The United Nations Secretariat is a non-smoking environment.

Applicants are urged to follow carefully all instructions available in the online recruitment platform, inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side of the inspira account-holder homepage.

The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application.

Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date.

No Fee

THE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.

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