Job Opening

Department/Office: Regional Service Centre at Entebbe
Duty Station: ENTEBBE
Posting Period: 08 March 2018 - 21 March 2018
Job Opening Number: 18-Administration-RSCE-94355-J-Entebbe (M)
Staffing Exercise N/A
United Nations Core Values: Integrity, Professionalism, Respect for Diversity

Org. Setting and Reporting

The mandate of the RSCE is to provide operational support to 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, a standardized service delivery with equivalent outcomes for all client missions.

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:
oClearly defined service delivery expectations linked to roles and responsibilities established within the service level agreements
oIncreased ownership of end-to-end processes and key performance indicators (KPIs)
oBetter contribution to achievement of the objectives formerly set out in the Global Field Support Strategy.

This position is located in United Nations Regional Service Centre, Entebbe. The Incumbent will serve as Chief of Section, Service Delivery Manager. The Service Delivery Manager (Staff Travel, Claims and Education Grants) will report to the Chief of the Regional Service Centre, Entebbe. The Travel, Claims and Education Grant Service Delivery Pillar comprises three Service Lines: Travel, the Claims and the Education Grants Service Lines.


Under the direct supervision of the Chief Regional Service Centre (RSCE) the Service Delivery Manager (Staff Travel, Claims & Education Grant) will perform the following duties:

Service Delivery:
•Manages, supervises and carries out the work programme for staff travel, Claims and education grant submissions and claims.
•Achieves RSCE key performance indicators (KPIs) and all Service catalogue components included in the Service Level Agreement (SLA) in the areas of travel, claims and education grant.
•Ensures that the outputs produced by the service lines under his/her supervision maintain high-quality standards;
•Prepares inputs for the work plan of the service lines under his/her supervision, determining priorities and allocating resources for the completion of outputs and their timely delivery;
•Carries out programmatic/administrative tasks necessary for the functioning of the service lines under his/her supervision, including preparation of budgets, assigning and monitoring performance parameters and critical indicators, reporting on budget/programme performance, preparation of inputs for results-based budgeting, evaluation of staff performance (e-Performance), interviews of candidates for job openings and evaluation of candidates;
•Optimizes process, policy, and system for the operations of the Service Line as required;
•Implements corrective/satisfaction improvement actions as required.

Support to the Reengineering process:
•Support the overall RSCE Business Process Improvement Initiative, including providing critical input to the design of workflows in the Service Lines;
•Draft and/or provide inputs to work instructions and to SOP's that support the accurate processing in the RSCE;
•Provide input to the compliance monitoring functions and advise on the best approach to optimize service delivery.
•Actively help stakeholders to accept and embrace changes in their business environment.
•Proposes and implements change management when required to achieve and improve results;

Performance Management:
•Recruits staff for the service lines under his/her supervision, taking due account of geographical and gender balance and other institutional values;
•Manages, guides, develops and trains staff under his/her supervision;
•Fosters teamwork, communication and client orientation among staff in the service line under his/her supervision and across organizational boundaries;
•Ensures performance benchmarks are understood and met by staff under his/her supervision.

Client relationship management:
•Maintains close contact with the Mission' RSCE Focal Points and other Mission Technical Leaders to ensure solid understanding of Mission priorities and objectives for RSCE;
•Achieves customer satisfaction objectives as measured by RSCE performance surveys;
•Actively support Client Orientation approach to Service Delivery;
•Ensures continuous engagement with Clients


Ability to identify issues, analyze and formulate opinions, make conclusions and recommendations on complex human resources policy and development issues; Shows pride in work and in 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.

Takes ownership of all responsibilities and honours commitments; delivers outputs for which one has responsibility within prescribed time, cost and quality standards; operates in compliance with organizational regulations and rules; supports subordinates, provides oversight and takes responsibility for delegated assignments; takes personal responsibility for his/her own shortcomings and those of the work unit, where applicable.

Client Orientation:
Considers all those to whom services are provided to be "clients" and seeks to see things from clients' point of view; 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 client.

Managerial competencies:
Managing Performance:
Delegates the appropriate responsibility, accountability and decision-making authority; makes sure that roles, responsibilities and reporting lines are clear to each staff member; accurately judges the amount of time and resources needed to accomplish a task and matches task to skills; monitors progress against milestones and deadlines; regularly discusses performance and provides feedback and coaching to staff; encourages risk-taking and supports creativity and initiative; actively supports the development and career aspirations of staff; appraises performance fairly.

Empowering Others:
Delegates responsibility, clarifies expectations, and gives staff autonomy in important areas of their work; encourages others to set challenging goals; holds others accountable for achieving results related to their area of responsibility; genuinely values all staff members' input and expertise; shows appreciation and rewards achievement and effort; involves others when making decisions that affect them.


Advanced university degree (Masters or equivalent) in business or public administration, human resources management, finance, accounting, or related area. A first-level university degree in combination with an additional two (2) years of qualifying experience may be accepted in lieu of the advanced university degree. Technical or vocational certificate in human resources management, business or public administration, finance, accounting or related area is desirable.

Work Experience

A minimum of ten (10) years’ experience in administration, management, human resources, budget, information technology, communication or related field. A minimum of five (5) years management experience with responsibilities in either human or financial management is required. Previous experience in UN common system field operations (peacekeeping missions, political missions, or UN Agencies, Funds, and Programmes) is desirable. Experience in a United Nations shared service center for field support is desirable.


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.


Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.

Special Notice


• A current staff member who holds a fixed-term, permanent or continuing appointment may apply for temporary positions no more than one level above his or her current grade. However, a current staff member who holds an appointment at the G-6 or G-7 level may also apply to temporary positions in the Professional category up to and including the P-3 level, subject to meeting all eligibility and other requirements for the position. A staff member holding a temporary appointment shall be regarded as an external candidate when applying for other positions, and may apply for other temporary positions at any level, subject to section 5.7 below and staff rule 4.16 (b) (ii). Therefore, a staff member holding a temporary appointment in the General Service or related categories may only apply to positions within those categories. For full information on eligibility requirements, please refer to section 5 of ST/AI/2010/4Rev.1 on Temporary Appointments. In its resolution 66/234, the General Assembly further “stressed that the Secretary-General should not recur to the practice of temporarily filling posts in the Professional and higher categories with General Service staff members who have not passed the General Service to Professional category examination other than on an exceptional basis, and requests the Secretary-General to ensure that temporary occupation of such posts by the General Service staff shall not exceed a period of one year, effective 1 January 2013…” Consequently, eligible candidates in the General Service or related categories for temporary job openings in the Professional category that have not passed the competitive examination may be selected only on an exceptional basis endorsed by the Office of Human Resources Management where no other suitable candidate could be identified.

• Upon separation from service, including, but not limited to, expiration or termination of, or resignation from, a fixed-term, continuing or permanent appointment, a former staff member will be ineligible for re-employment on the basis of a temporary appointment for a period of 31 days following the separation. In the case of separation from service on retirement, a former staff member will be ineligible for re-employment for a period of three months following the separation. This equally applies, mutatis mutandis, with respect to a former or current staff member who has held or holds an appointment in another entity applying the United Nations Staff Regulations and Rules and who applies for a temporary position with the Secretariat.

• 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.

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

• 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. An external candidate selected for this position is bound by the prevailing condition of the staff selection system under ST/AI/2010/3, as amended, and ST/AI/2010/4/Rev.1. A staff member holding a temporary appointment who is recruited in the Professional and above categories on a temporary appointment, and placed on a position authorized for one year or longer may not apply for or be reappointed to his/her current position within six months of the end of his/her current service. This provision does not apply to staff members holding temporary appointments and placed on positions authorized for one year or more in duty stations authorized for peacekeeping operations or special political missions.

• The expression “Internal candidates”, shall mean staff members who have been recruited after a competitive examination under staff rule 4.16 or after the advice of a central review body under staff rule 4.15.

• Please note that candidates will be required to meet the requirements of Article 101, paragraph 3, of the Charter as well as the requirements of the position. The United Nations is committed to the highest standards of efficiency, competence and integrity for all its human resources, including but not limited to respect for international human rights and humanitarian law. Candidates may be subject to screening against these standards, including but not limited to whether they have committed, or are alleged to have committed criminal offences and/or violations of international human rights law and international humanitarian law.

• For information on special post allowance, please refer to ST/AI/1999/17. For more details on the administration of temporary appointments please refer to ST/AI/2010/4/Rev.1.

• The Staff Regulations, Staff Rules and administrative issuances governing staff appointments can be viewed at:

• 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.

• Staff members are not eligible to apply for the current temporary job opening if they are unable to serve the specified duration of temporary need before reaching the mandatory age of separation. Submitting an application or selection for the current temporary job opening does not delay or increase the mandatory age of separation.

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


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