Business Analyst (Service Management) NO-B FT, Service Quality Management Section, UNICEF Global Shared Services Centre, Budapest, Hungary (for Hungarian nationals only)

Contract

This is a NO-2 contract. This kind of contract is known as National Professional Officers. It is normally only for nationals. It's a staff contract. More about NO-2 contracts.

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

For every child, results.

We are committed, passionate, and proud of what we do. Promoting the rights of every child is not a job, it’s a calling.

UNICEF Global Shared Services Centre (GSSC) was created with the purpose of being a center of excellence for the global delivery of efficient services within a culture of customer service, continuous business improvement, knowledge-sharing and innovation to support the effective achievement of UNICEF’s program results worldwide.

UNICEF GSSC currently manages transactions for the organization in four main lines of service globally to all staff: HR Administration, Payroll, Finance and Customer Care.

In this context, the GSSC has the responsibility to develop a mechanism of monitoring the services provided to offices within the agreed performance standards, create a culture of continuous improvement though process simplification and adoption of new technologies, keeping up with trends in the shared service industry.

The Service Management Team provides the link between the service delivery teams and clients through consistent client engagement, utilizing the feedback to drive changes within the organization to improve the client experience and overall efficiency.

To ensure proper monitoring of performance and successful implementation of these initiatives, a Business Analyst for service management is necessary.

How can you make a difference?

Within delegated authority, the Business Analyst (Service Management) is responsible for managing the experience of GSSC Clients through the roll out of the client engagement strategy, monitoring the performance of Service level Agreements and Key Performance indicators, Using Client Feedback to address systemic client issues and supporting the change management process for GSSC driven initiatives.

Summary of key functions/accountabilities:

Client Engagement (Business Partnership Management):

• Participate in the development and roll out the Client Engagement strategy/initiatives, ensuring scheduled activities are implemented on time, in consultation with key stakeholders, action points are documented and followed up, to strengthen the relationship of GSSC with its clients and partners.
• Liaise with the communication team to ensure that articles relevant to client experience and support are regularly published, including Newsletters, to highlight the impact of GSSC work on office operations in response to client feedback.
• Contribute to the knowledge management of client related information through the review of articles and feedback to identify gaps, liaising with the knowledge management unit to ensure all customer information is regularly updated, aligned to the information needs of customers, and that information is easily accessible to GSSC Clients.
• Support the enrollment of new clients or services to the GSSC through proper coordination of stakeholders, clarifying of expectations and providing the necessary tools and framework to strengthen the relationship between the two parties.

Client feedback management and reporting:

• Monitor client service Key Performance Indicators (KPIs) and the Service Level Agreement and use the information to engage country offices that require support from the GSSC to improve their performance.
• Review and address Customer feedback received through the various channels such as the case surveys, targeted tactical surveys and Annual customer satisfaction surveys as part of the voice of the customer (VOC) framework.
• Use client feedback to drive internal improvements within GSSC through regular reporting and communication with stream leads on systemic areas of customer dissatisfaction, working with them to implement the appropriate solutions and linking this back to clients.
• Contribute to the analysis of GSSC and customer data for the purpose of identifying systemic issues that can support well informed decision making.
• Ensure that regular reports on customer related information are provided as required by GSSC management and its stakeholders.

Service improvement:

• Support the performance of offices to meet the set timelines and Standard Operating Procedures (SOPs) for GSSC services by ensuring that Local Focal Points (LFPs) within offices are well trained and regularly updated of changes in policies, processes and systems.
• Review and provide input into drafting of the Service Level Agreements and ensure they are effectively communicated to both new and existing clients
• Support the benchmarking of GSSC services with other leading Service Centres of similar typology, regularly bringing new proposals to align services to best practices, to improve efficiency within GSSC operations.
• Remain up to date with customer experience trends, methodologies, systems, tools and technologies within the industry to foster continuous improvement in the GSSC and facilitate the capacity development of key players.
• Work with the Business Innovation Section (BIS) to digitize the customer journey within GSSC e.g., the automation of regular customer reports required for SLA and KPI performance tracking through clarifying requirements, frequency and recipients of the reports.

• Manage performance of supervisees (if any) including any other human resources roles such as recruitment, leave management, capacity development, among others.

  Change management - Business Process Improvement:

• Support the development and implementation of change management plans for key business initiatives across country offices, engaging the necessary stakeholders to ensure their buy in.

• Keep track of the upcoming GSSC projects in the workplan to ensure that offices are prepared for upcoming changes in a timely manner.
• Support country offices involved in the provision of services to other agencies as part of the Common Back Office (CBO) Initiative through the provision of standardized service frameworks and tools to ensure that UNICEF maintains high quality standards of service that are consistent across offices.
• Utilize the quality monitoring reports and feedback related to customer experience to drive the necessary changes in behavior both within GSSC and across offices.
• Maintain a set of best practice for all processes where the GSSC is involved. Advocate for the adoption of improved processes by offices and support them for successful implementation.

To qualify as an advocate for every child you will have…

Education:

• A first university degree (Bachelor's) in accounting, business administration, economics, financial management, human resources management, public administration, or another relevant field is minimum requirement.
• An advanced university degree in a relevant field is an asset.

Experience:

• A minimum of two (2) years of relevant work experience working at the national and/or international level, in the field of service management, operations management, change management, financial management, human resources management or related area is required.
• Any additional years of relevant experience will be considered an asset.
• Previous experience in Client Performance Management and/or Business Process Improvement activities with a proven track record of interfacing with multiple levels of the organization is highly desired.
• Experience working in a Shared Service Centre environment/business support Centre is desirable.
• Previous hands-on experience and knowledge of Enterprise Resources Planning (ERP) systems (i.e. SAP) is desirable.
• Experience working with Customer Relationship Management (CRM) systems (e.g., service now) is highly desirable.
• Experience working in the UN Common system or related international organization is considered an asset.

Technical Competencies:

• High proficiency with Microsoft Office is required.
• Good Knowledge of customer services metrics, service level agreements and customer survey techniques is required.
• Excellent communication & presentation skills (written & verbal) across multiple audiences with ability to influence others is required.
• Proficiency in data analysis and reporting is required.
• Experience in project management or change management is an asset.

Language Requirements:

• Fluency in English (verbal and written) is required.
• Knowledge of an additional UN Language (Arabic, Chinese, French, Russian, Spanish) is a strong asset.

As an advocate for every child, you will receive

• A competitive salary which is exempted from paying national income taxes in Hungary on United Nations emoluments here and the UN Salary Scale worldwide Salaries and Allowances (UN). here a salary calculator SalCalcInt (undp.org) for simulation.
• Holidays and leave, including 30 days of annual leaves per year
• Parental leave
• Dependency allowance
• United Nations sponsored medical insurance plan
• Pension plan
• Optional life insurance plan
• Access to professional development and learning programs, online learning and learning path
• Access to staff well-being support
• Access to career development support

Please visit Compensation and Benefit site on UNICEF Career page

National Officer (NO) staff are nationals of the country in which they perform functions of a technical and professional nature. Eligible applicants are nationals of Hungary.

National Officer staff are locally recruited staff and therefore, candidates are personally responsible for any travel and accommodation arrangements. UNICEF does not facilitate MFA accreditation for locally recruited staff.

Remarks: Requirement for internal applicants

Internal applicants from GSSC are required to complete the courses of Learning Paths that are identified as essential when applying to the level of this post. Please visit the L&D Portal Learning and Development (sharepoint.com) for more information.

For every Child, you demonstrate...

UNICEF’s core values of Care, Respect, Integrity, Trust and Accountability and the following core competencies:

• Nurtures, Leads and Manages People
• Demonstrates Self Awareness and Ethical Awareness
• Works Collaboratively with others
• Builds and Maintains Partnerships
• Innovates and Embraces Change
• Thinks and Acts Strategically
• Drive to achieve impactful results
• Manages ambiguity and complexity

To view our competency framework, please visit: https://uni.cf/Competencies

During the recruitment process, we test candidates following the competency framework. Familiarize yourself with our competency framework and its different levels: UNICEF's Competency Framework here.

During the recruitment process, we test candidates following the competency framework. Familiarize yourself with our competency framework and its different levels: competency framework here.

UNICEF is here to serve the world’s most disadvantaged children and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.

We offer a wide range of benefits to our staff, including paid parental leave, breastfeeding breaks and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the use of flexible working arrangements.

UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF is committed to promote the protection and safeguarding of all children. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.

UNICEF appointments are subject to medical clearance. Appointments may also be subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (COVID). UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a visa or medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason.

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.