Chief Service Quality Management (SQM), P-5, UNICEF Global Shared Services Centre, Budapest, Hungary (Not for Hungarian nationals)

Contract

This is a P-5 contract. This kind of contract is known as Professional and Director staff. It is normally internationally recruited only. It's a staff contract. It usually requires 10 years of experience, depending on education.

Salary

The salary for this job should be between 110,869 USD and 138,944 USD.

Please keep in mind that the salary displayed here is an estimation by UN Talent based on the location and the type of contract. It may vary depending on the organization. The recruiter should be able to inform you about the exact salary range. In case the job description contains another salary information, please refer to this one.

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, a calling.

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’s Global Shared Services Centre (GSSC) provides services to UNICEF offices around the world in the areas of Finance, Master Data Management, Human Resources Administration, Payroll, and IT Customer Care.

Our mission is to be a Centre 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 programme results worldwide. ​

GSSC has won the 2019 Business Services Firm of the Year in Hungary, 26 regional awards announced at the Central and Eastern European Business Services Summit & Awards held in Warsaw, Poland.

Please visit our UNICEF GSSC page

How can you make a difference?

UNICEF Global Shared Services Centre (GSSC) is seeking a Chief in the Service Quality Management (SQM) Section to lead on business relationship, performance, change and project management and promotes an environment of continuous improvement in all global service delivery.

The function plays a leading role in implementing the GSSC’s vision to operate as a world class shared service center, driving operational business innovation and efficiency throughout UNICEF by adopting proven best practices from both the public and private sectors to provide the Organization with improved business processes with sound performance management. Simultaneously the Centre continuously seeks further opportunities to improve effectiveness and efficiency through business simplification, automation, vertical integration and horizontal migration of functions from high to low-cost locations. The GSSC will strive to “do more with less” through continuous business and service performance improvement, using real-time performance monitoring and data analytics to seek opportunities for efficiency gains.

The GSSC leverages and pursues opportunities to strengthen the role and added value of its global shared services center as a center of excellence for the global delivery of efficient, dynamic and streamlined services building on a culture of customer service, continuous business improvement, knowledge-sharing and innovation to support the effective achievement of UNICEF’s programme results worldwide and drive efficiencies into the offices it serves, a key leadership and enabler role of this function.

This will involve:

1. Strategy and Governance

• Support GSSC Director in establishing and implementing the vision and strategy for GSSC focusing on driving efficiencies into the center and offices it serves
• Create and provide guidance on a transparent governance model based on trust and partnership
• Play a leading role in the development of the GSSC annual plans, strategic plans and office management plan. Support demand planning and budgeting processes.

2. Business Relationship Management

• Foster effective client partnerships and joint accountability for process outcomes and efficiency gains towards meeting the key drivers focused on i) increase mission focus; ii) reduce the overall organization risk; iii) increase service capacity; and iv) increase cost efficiencies
• Identify and provide solutions to performance concerns (bi-directional) based on the analysis of periodical customer feedback
• Manage the overall customer relationship program and serve as the primary architect for all related processes (e.g. governance, customer satisfaction surveys and corrective actions, annual reviews)
• Review monthly and quarterly SLA performance with clients. Coordinate SLA target setting and maintenance
• Serve as escalation point for service delivery issues. Work cooperatively with clients to encourage compliance with the two-way accountabilities established in the SLAs.

3. Change Management and Continuous Improvement

• Oversee the change impact analysis within the GSSC, headquarters, regional and country offices
• Coordinate change management initiatives led by the GSSC, focusing on the efficiency and effectiveness to ensure planned results are achieved
• Support and coach change agents and key subject matter experts in order to gain organizational buy-in
• Support identification, evaluation, and prioritization of end-to-end continuous business process improvement projects
• Provide programme management support for approved continuous improvement initiatives
• Coordinate with colleagues at the GSSC, headquarters, regional and country office levels on communication activities that support a managed change process and encourages adoption

4. Performance Management and Reporting.

• Oversee the process of acquiring, analyzing, and reporting on key performance metrics and benchmarks according to defined SLAs and other operational targets
• Provide performance readouts for external and internal stakeholders including GSSC management
• Leveraging the overall view of the GSSC, provide operational and analytical reporting in support of strategic and change management decisions
• Define IT requirements for performance, operational and analytical reporting. Maintain and update reports, benchmarks and scorecards. Receive and prioritize ad hoc reporting requests.

5. Communication and Knowledge Management

• Ensure transparent flow of information and knowledge between the GSSC and its current and prospective clients, internal and external stakeholders, and employees. Help champion and communicate GSSC milestones and successes.

  6. Service Level Management

• Supervise the maintenance of the GSSC service catalogue and SLAs

• Oversee the continuous evolution of the service catalogue and the service level program to align with changing GSSC client needs
• Make recommendations and provide business judgments related to the analysis/changes to services and scope
• Recognize and communicate potential service management issues and resulting customer relationship issues and risks to GSSC Management team
• Oversee the quality assurance periodic reporting and other coordination activities.
• Supervise the refinements and changes, if any, on the quality assurance framework
• Oversee the risk-related coordination activities along with Operations.

7. Leadership and Management of Staff

• Lead and develop staff through coaching and mentoring
• Ensure team leadership and cross-functional collaboration
• Support and advise staff and management as appropriate to improve relations, achieve consensus and resolve issues
• Promote management excellence and work life balance in the office

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

• An advanced university degree, in in business administration, economics, or another relevant field is required. A first university degree combined with additional relevant experience can be accepted in lieu of advanced degree.
• A minimum of ten years of relevant experience, at the national and international levels, in business relations management, business process service delivery governance, or a directly related technical fields is required.
• Experience in Change Management, including managing and driving complex organizational change initiatives with multiple stakeholders, divisions and offices is required.
• Proven experience in leading and managing diverse teams, strong ability to nurture staff leading by example, approachability, teamwork, sociability and motivation is required.
• Previous experience in service process design and evaluation, service level program design and management and continuous improvement is desirable.
• Experience and knowledge of ERP Systems (i.e. SAP) is desirable.
• Experience working in United Nations, development sector or international organization context is desirable.

• Experience in leading innovation and continuous improvement in a global shared service centre environment is an asset.

• Fluency in English both written and spoken is required. Knowledge of another official UN language or local language of the duty station is considered as an asset.

For every Child, you demonstrate…

UNICEF’s Core Values of Care, Respect, Integrity, Trust and Accountability (CRITA) underpin everything we do and how we do it.

UNICEF competencies required for this post are…

• Nurtures, Leads and Manages People (3)
• Demonstrates Self Awareness and Ethical Awareness (3)
• Works Collaboratively with others (3)
• Builds and Maintains Partnerships (3)
• Innovates and Embraces Change (3)
• Thinks and Acts Strategically (3)
• Drive to achieve impactful results (3)
• Manages ambiguity and complexity (3)

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: competency framework here.

To qualify as an advocate for every child, you will receive…

• A competitive salary 2022 ICSC Professional Salary scale (UN) access the UN Salary Scale worldwide Salaries and Allowances (UN), and here a salary calculator SalCalcInt (undp.org) for simulation.
• Holidays and leave, depending on the contract from 18 days to 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

UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.

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 also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. 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.

Remarks:

The hiring manager may apply other criteria within the context of the job requirement, beyond the minimum requisites for shortlisting.

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

International Professional (IP) staff are recruited internationally and serve in duty stations outside their country of nationality. Mobility is a condition of international professional employment with UNICEF and an underlying premise of the international civil service. This position is classified as “rotational” which means the incumbent is expected to rotate to another duty station upon completion of their tour of duty.

UNICEF appointments are subject to medical clearance. Issuance of a visa by the host country of the duty station, which will be facilitated by UNICEF, is required for IP positions. Appointments may also be subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (COVID). Government employees that are considered for employment with UNICEF are normally required to resign from their government before taking up an assignment with UNICEF. 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.