Title: Associate Fintech Officer (Operations) (Parental Cover) Duty station: Home-based ICA Level: LICA-9 Corresponding level: NO-B Duration: from 01/09/2024 to 31/12/2024

General Background

UNHCR is a global organization dedicated to saving lives, protecting rights and building a better future for refugees, forcibly displaced communities and stateless people. We deliver life-saving assistance like shelter, food and water and develop solutions that ensure people have a safe place to call home where they can build a better future. Every year, millions of men, women and children are forced to flee their homes to escape conflict and persecution. We are in over 125 countries, using our expertise to protect and care for millions.

The Supporter Engagement Section (SES) is a key component of the Private Sector Partnership (PSP) within UNHCR's Division of External Relations (DER). Based at headquarters, SES provides global support to UNHCR's fundraising network across various aspects of fundraising activities. Within SES, the Fintech team plays a pivotal role by offering expert support on e-commerce, e-payments for cross-channel fundraising, and payment security. Additionally, the team manages central fundraising systems for campaign development and payment processing and oversees relationships with third-party service providers. This position will be part of the Fintech team.

Purpose and Scope of Assignment

The Associate Fintech officer (Operations) is responsible for ensuring the seamless operation and continuous improvement of our e-commerce and e-payment platforms. This role bridges the gap between technical and business teams, providing essential support to fundraising markets and various stakeholders while optimizing user experiences and enhancing product offerings. The specialist will also contribute to market feedback analysis, product testing, and capacity building within the team.

Key Responsibilities:

Market Support

• Ticket Review and Resolution: Review tickets from markets, providing initial support, troubleshoot website challenges and escalating issues as needed. • Payment Issue Resolution: Investigate and resolve payment issues promptly to ensure accurate processing. • Feedback Analysis: Collect and analyze market feedback to understand user experiences and expectations, reporting insights to enhance product offerings. • User Journey Optimization: Analyze and optimize user journeys to improve customer experience. • Inbox Monitoring: Monitor the team’s functional inbox for updates on payments, gateways, invoices, and other issues, taking appropriate action. • Community Management: Manage the team community on Microsoft Teams, ensuring engagement and knowledge sharing among markets. Training and Knowledge Sharing • CMS and Payment Management Training: Deliver comprehensive training sessions on our Content Management System (CMS) and Payment Management System to colleagues across different regions. • Webinar Coordination: Coordinate and manage quarterly webinars to engage fundraising markets and share valuable insights. • Colleague Onboarding: Assist in onboarding new colleagues, providing necessary training and resources. • Training and Workshops: Assist in planning and facilitating virtual training sessions and workshops to enhance team skills and knowledge. Trend Research and Analysis • Trend Research and Sharing: Stay updated on e-commerce, fintech, and payment security trends. Share best practices and insights with the team and the global fundraising network. • Data and Payment Analysis: Conduct thorough analysis of data and payment trends to identify areas for improvement. Product Testing • User Acceptance Testing (UAT): Participate in UAT for new product launches to validate functionality and usability. • Routine Testing: Assist in conducting regular tests of product functionalities to ensure they meet required specifications and user expectations. • Experimentation: Support the design and execution of experiments to test product hypotheses using quantitative and qualitative methods. • Issue Documentation: Document and report any product bugs or issues encountered during testing, collaborating with developers to prioritize and resolve them effectively. Capacity Building • Community Management: Manage and activate the community on Microsoft Teams, collaborating with the team to curate and share engaging content that informs and involves markets. • Best Practices Compilation: Compile and share best practices and case studies from various projects within the team to promote knowledge sharing and foster continuous improvement.

Qualifications and Experience

A. Education A bachelor’s Degree (BA) - preferably in Information Technology, Computer Science, Business Administration, Management Information Systems, E-commerce, Digital Marketing or related field of study is required

B. Work Experience

• A minimum of 3 years (2 years for master’s degree) of experience in a similar role within the e-commerce, fintech, or related industries. • Experience with system integrations and managing data flows in complex environments. • E-Commerce Management: Experience in managing and optimizing e-commerce websites, including familiarity with CMS platforms, online payment systems, and user experience optimization. • Technical Expertise: Proficiency in HTML and a strong understanding of web technologies, including system integrations, data flows, and troubleshooting website challenges. • Customer Support and Training: Demonstrated ability to provide effective customer support, troubleshoot technical issues, and deliver comprehensive training sessions, particularly in CMS platforms. • Payment Processing and Fintech: Experience in handling payment issues, understanding payment gateways, and staying updated with fintech trends and payment security best practices. • Project and Product Management: Participation in User Acceptance Testing (UAT) for new product launches, documenting product bugs, and collaborating with developers to prioritize and resolve issues. • Data Analysis and Reporting: Experience in conducting data analysis to identify trends, issues, and opportunities for improvement, particularly related to e-commerce transactions and user behavior. • Community Engagement and Capacity Building: Previous involvement in managing team communities, organizing virtual training sessions, and compiling best practices to foster knowledge sharing and continuous improvement. • Communication and Collaboration: Strong interpersonal skills with the ability to translate business requirements into technical terms, engage in technical discussions, and collaborate effectively with cross-functional teams. • Industry Knowledge: Familiarity with the e-commerce, fintech, and fundraising sectors, including awareness of industry regulations, trends, and emerging technologies.

C. Key Competencies

• Technical Proficiency: - HTML and Web Technologies: Proficiency in HTML, CSS, and familiarity with JavaScript for understanding and troubleshooting website challenges. - CMS Management: Ability to effectively manage Content Management Systems (CMS) and deliver comprehensive training on their usage. - System Integration: Experience in integrating various systems such as payment gateways, APIs, and third-party services.

• Customer Focus: - Customer Support: Strong ability to provide timely and effective customer support, resolving issues related to e-commerce transactions, payment processing, and CMS usage. - User Experience Optimization: Skills in analysing user journeys, identifying pain points, and implementing improvements to enhance customer experience.

• Analytical Skills: - Data Analysis: Capability to conduct data analysis, interpret metrics related to payment transactions, user behaviour, and website performance to drive informed decisions. - Problem Solving: Aptitude for identifying and resolving technical issues, including troubleshooting, and debugging CMS functionalities and payment processing systems.

• Communication and Collaboration: - Technical Communication: Ability to translate complex technical concepts into understandable terms for non-technical stakeholders and vice versa. - Team Collaboration: Experience in working collaboratively with cross-functional teams, engaging in technical discussions, and effectively communicating requirements and insights.

• Fintech and E-Commerce Expertise: - Payment Processing: Knowledge of payment gateways, transaction processes, and compliance with payment security standards (PCI-DSS). - Industry Awareness: Understanding of trends, regulations, and best practices in e-commerce, fintech, and fundraising sectors.

• Project Management: - UAT and Product Testing: Experience in User Acceptance Testing (UAT) for new product launches, documenting bugs, and coordinating with developers for timely resolutions. - Strategic Thinking: Ability to contribute to strategic initiatives, identify opportunities for process improvements, and implement solutions to enhance operational efficiency.

• Continuous Learning and Adaptability: - Learning Agility: Willingness and ability to learn new technologies, adapt to evolving industry trends, and acquire certifications or additional training as needed. - Adaptability: Capacity to thrive in a dynamic and fast-paced environment, adjusting priorities and approaches to meet changing business needs.