Senior Officer (Deputy Chief)

Overview

Ensure high quality service delivery with a strong focus on client satisfaction.

You have:

• Advanced university degree in human resources management, public or business administration, management or related field.
• Ten years of relevant experience in HR, Finance, IT or Customer Service management, of which some years should be in an international setting.
• Working knowledge (proficient – level C) of English and limited knowledge (intermediate – level B) of another FAO official language (Arabic, Chinese, French, Russian or Spanish).

Organizational Setting The Food and Agriculture Organization of the United Nations (FAO) contributes to the achievement of the 2030 Agenda through FAO’s Strategic Framework by supporting the transformation to MORE efficient, inclusive, resilient and sustainable agrifood systems, for Better production, Better nutrition, a Better environment and a Better life, leaving no one behind. The Shared Services Centre (SSC), which is a part of the Logistics Services Division (CSL), recommends and administers process management and procedures that need to be executed effectively; ensures the management of quality assurance activities associated with the transactional processes and implementation of service delivery; continuously improves the satisfaction of its customers, internal or external, while pursuing a continuous improvement agenda that will drive up service excellence while driving down the costs of service delivery through process standardization, process automation and self-service capabilities.

The post is located in the Head Office of the Shared Services Centre (SSC) in Budapest, Hungary.

Reporting Lines The Senior Officer (Deputy Chief) reports to the Chief, SSC.

Technical Focus Ensure high quality service delivery with a strong focus on client satisfaction.

Key Results Direction of the overall performance of the Shared Services Centre ensuring accountabilities for the quality, integrity and accuracy of the services provided.

Key Functions

• Act as Deputy of the Chief, SSC and provide advice in the day-to-day management of SSC operations including expected customer experience; ensuring that service delivery remains efficient, customer centric and meets agreed service level agreements; • Lead and coordinate the development of Shared Services Centre operational plans and actively implement plans to help create a high-performing service delivery culture in close collaboration with policy owners and stakeholders; • Provide oversight to the quality and performance management function of the SSC and ensure the SSC quality management system is adhered to and adequate metrics and reporting are established to measure all SSC activities; • Foster efficient SSC communication activities within and outside the SSC to support clients and employees with understanding of services and projects; • Support the HR activities of the SSC with particular focus to workforce planning, staff development and onboarding to ensure development of staff, retention and staff well-being; • Provide oversight and support to formulation of projects and initiatives related to transfer or adoption of new functions and improvement of existing services; • Support knowledge exchange among the teams and with external stakeholders; • Contribute to the definition of the SSC strategy and prepare related documents as well as status reports for the SSC Board and other fora; • Monitor audit recommendations (external and internal), and ensure that the recommendations are acted upon; • Provide oversight to the administrative function and to the budget monitoring of the SSC; • Perform any other duties as required.

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements • Advanced university degree in human resources management, public or business administration, management or related field • Ten years of relevant experience in HR, Finance, IT or Customer Service management, of which some years should be in an international setting • Working knowledge (proficient – level C) of English and limited knowledge (intermediate – level B) of another FAO official language (Arabic, Chinese, French, Russian or Spanish).

Competencies • Results Focus • Leading, Engaging and Empowering • Communication • Partnering and Advocating • Knowledge Sharing and Continuous Improvement • Strategic Thinking

Technical/Functional skills

• Demonstrated professional competence, experience and success in the delivery of innovative and cost-effective service in a complex multicultural environment; • Conceptual analytical ability and excellent communication skills with demonstrated ability to present information in a clear and logical manner both orally and in writing; • Extent and relevance of experience in one or more of the following areas: administration, finance, and HR management processes; • Work experience in more than one location or area of work, particularly in field positions, is desirable; • Excellent interpersonal, negotiating skills and client orientation; • Leadership and people management skills, team-work; demonstrated ability to lead projects and supervise the work of others; • Extent of understanding and experience with computerized HR systems and/or ERP systems and their application.

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Potential interview questions

Added 4 years ago - Updated 1 year ago - Source: fao.org