Senior Project Manager - Customer Experience Project, IP Portal Program

Contract

This is a P-4 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 7 years of experience, depending on education.

Salary

The salary for this job should be between 168,113 USD and 216,746 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.

IMPORTANT NOTICE:

- The deadline for applications is indicated in local date and time.

- This post is a project post.

1. Organizational Context

1. Organizational Setting

This is a project based post located under the Capital Master Plan funded WIPO IP Portal Program. The program is aimed at introducing a single common IT platform (hereinafter referred to as “the WIPO IP Portal”), which connects the multiple IT platforms supporting the WIPO Global IP systems and the services of the WIPO Arbitration and Mediation Center (AMC). The WIPO IP Portal provides a single entry portal to users of WIPO Global Protection systems services and AMC services via a single WIPO account for each user and implement a user-friendly navigation policy with a common user interface and a central payment portal using a new global payment system.

2. Purpose Statement

The main role of the incumbent is to manage the Customer Experience Project, typically involving the development and management of plans and strategies for further integration of WIPO online services, with the aim of improving customer satisfaction by focusing on ease of use for novice users and subject-matter experts. In addition, the role also requires designing strategies for promoting the IP Portal to a wider audience and managing the implementation of new features and utilizing the necessary resources and skills, within agreed parameters of cost, timescales, and quality.

3. Reporting Lines

The incumbent works under the supervision of the WIPO IP Portal Program Manager.

2. Duties and Responsibilities

The incumbent will perform the following principal duties:

a. Oversee the definition, documentation and successful completion of all phases of the project. Identify, analyze, plan and design project objectives, approach and scope based on business needs; manage the implementation, documentation and realization of benefits for the project.

b. Manage realistic project schedules; monitor project milestones, and key performance indicators; identify and resolve potential issues; track actual vs. projected expenses, analyze variances, and forecast expenditures; propose project risk remediation to project boards for review and decision-making; develop dashboards and other monitoring tools to track and effectively communicate to senior management the implementation progress.

c. Collaborate with all project stakeholders, taking into consideration their views and addressing issues; ensure that products and services are aligned with expectations and business needs.

d. Ensure the project is using best practice and keep abreast of technology developments in the context of IT application integration and user experience.

e. Lead and supervise the project team consisting of internal project team members and external service providers; empower and motivate the team and encourage a sustainable pace with high levels of quality; monitor and evaluate team performance against plans.

f. Estimate costs, timescales and resource requirements for the successful delivery of the project to the agreed terms of reference; monitor costs, timescales and resources used, and take action where these deviate from agreed tolerances; maintain required financial records, using appropriate tools, for compliance and audit.

g. Ensure the elaboration of documents for tendering exercises, evaluate responses and coordinate the selection of service providers and vendors. Organize requirements into appropriate categories, clarify specifications of products and services to be procured; initiate and follow RFPs.

h. Act as the liaison between the Organization and suppliers, owning the relationship regarding the contracts on behalf of the Organization, enabling all communications to take place effectively and efficiently.

i. Substantively contribute to the preparation of WIPO Program and Budget and Performance Reports, with an emphasis on data validation and analysis related to the Project activities.

j. Ensure that the project is formally closed and, where appropriate subsequently reviewed, and that lessons learned are captured and auctioned; produce appropriate documentation to support this process.

k. Perform other related duties as required.

3. Requirements

Education (Essential)

Advanced university degree in management, information technology or a related field. A first-level university degree plus two years of relevant experience in addition to the experience requested below may be acceptable in lieu of an advanced university degree.

Certification in project management, e.g. PRINCE2, Managing Successful Programs or Agile.

Education (Desirable)

Certification in software development, data management or cloud service providers.

Experience (Essential)

At least seven years of relevant professional experience, including in managing medium to large projects with direct business impact; using industry standard program and project management methodologies, tools, and program and project planning and control techniques, including budget control.

Experience in process improvement and standardization.

Experience in Business Analysis processes and methodologies.

Experience in an international environment.

Experience (Desirable)

Experience in international IP registration systems.

Experience managing CX and UX teams for online services.

Language (Essential)

Excellent knowledge of written and spoken English.

Language (Desirable)

Knowledge of other UN languages (Arabic, Chinese, French, Russian or Spanish).

Job Related Competencies (Essential)

Skills in program and project planning, including the ability to analyze, plan, execute and evaluate work to time, cost and quality targets, including the assessment and evaluation of risk.

Ability to foresee and evaluate impact of action on dependencies and take appropriate action.

Ability to elaborate and evaluate RFPs.

Excellent analytical skills.

Excellent communication and interpersonal skills and ability to maintain effective partnerships and working relations in a multicultural environment with sensitivity and respect for diversity.

Budget management skills.

4. Organizational Competencies

1. Communicating effectively.
2. Showing team spirit.
3. Demonstrating integrity.
4. Valuing diversity.
5. Producing results.
6. Showing service orientation.
7. Seeing the big picture.
8. Seeking change and innovation.
9. Developing yourself and others.

5. Information

Mobility: WIPO staff members are international civil servants subject to the authority of the Director General and may be assigned to any activities, office or duty station of the Organization. Accordingly, the selected candidate may be required to move from time to time to new functions and/or to another duty station.

Annual salary****:

Total annual salary consists of a net annual salary (net of taxes and before medical insurance and pension fund deductions) in US dollars and a post adjustment. Please note that this estimate is for information only. The post adjustment multiplier (cost of living allowance) is variable and subject to change (increase or decrease) without notice. The figures quoted below are based on the June 2022 rate of 71.4%

P4

Annual salary

$75,602

Post adjustment

$53,980

Total Salary

$129,582

Currency USD

Salaries and allowances are paid in Swiss francs at the official rate of exchange of the United Nations.

Please refer to WIPO’s Staff Regulation and Rules for detailed information concerning salaries, benefits and allowances.

Additional Information

* Initial period of one year, renewable, subject to funding and satisfactory performance. Fixed-term appointments granted for approved projects shall be for a period whose minimum and maximum duration are tied to the funding and terms of reference of the project. The overall duration of a fixed-term appointment for a project shall normally not exceed five years. Fixed-term appointments granted for approved projects shall not be converted to a permanent or continuing appointment.

Applications from qualified women as well as from qualified nationals of unrepresented Member States of WIPO and underrepresented geographical regions are encouraged. Please click on the following links for the list of unrepresented Member States and the list of underrepresented regions and the WIPO Member States in these regions.

The Organization reserves the right to make an appointment at a grade lower than that advertised.

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By completing an application, candidates understand that any willful misrepresentation made on this web site, or on any other documents submitted to WIPO during the application, may result in disqualification from the recruitment process, or termination of employment with WIPO at a later date, if that employment resulted from such willful misrepresentations.

In the event that your candidature is shortlisted, you will be required to provide, in advance, a scanned copy of an identification and of the degree(s)/diploma(s)/certificate(s) required for this position. WIPO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link: http://www.whed.net/. Some professional certificates may not appear in the WHED and these will be reviewed individually.

Additional testing/interviewing may be used as a form of screening. Initial appointment is subject to satisfactory professional references.

Additional background checks may be required.