Summary
Date Posted: Wednesday, July 20, 2022 , Base Salary: Not Disclosed

JOB DETAILS:

This position is in the Office of Chief, Benefits and Payroll Section. The Senior Administrative Officer, Service Delivery Manager reports to the Director RSCE.

Responsibilities
Manages the delivery of service by the Benefits and Entitlements Pillar according to the
Service Level Agreement and the RSCE KPIs (Key Performance Indicators). Oversees
Onboarding and Separation, International and National Staff Benefits and Payroll, Uniformed
Personnel and UNV Entitlements. Plans, organizes, and monitors resources allocation and
performance management to ensure optimum service delivery and client satisfaction.
Under the direct supervision of the Director RSCE, the Service Delivery Manager (Benefits
and Entitlements) will perform the following duties.
Service Delivery
• Determines and coordinates, the work programme of the service lines under his/her
responsibility.
• Achieves RSCE's key performance indicators (KPIs) and all Service Level Agreements
(SLAs) component for each RSCE projects/ programmes/ operations.
• Ensures that the outputs produced by the service lines under his/ her supervision maintain
high quality standards.
• Prepares inputs for the work programme of the service lines under his/her supervision,
determining priorities and allocating resources for the completion of outputs and their timely
delivery.
• Carries out programmatic/ administrative tasks necessary for the functioning of the service lines under his/ her supervision, including preparation of budgets, assigning and monitoring performance parameters and critical indicators, reporting on budget/programme performance, preparation of inputs for results-based budgeting, evaluation of staff performance (eperformance), interviews of candidates for job openings and evaluation of candidates.
• Optimizes process, policy, and system for the projects/ programmes/ operations as required.
• Implements corrective/ satisfaction improvement actions as required.
Support to the Reengineering process:
• Support the overall RSCE Business Process Improvement Initiative, including providing critical input to the design of workflows in the service lines.
• Draft and/ or provide inputs to work instructions and to SOPs that support the accurate processing in the RSCE.
• Provide input to the compliance monitoring functions and advise on the best approach to optimize service delivery.

Performance Management
• Recruits staff for the service lines under his/her supervision, taking due account of
geographical and gender balance and other institutional values.
• Manages, guides, develops and trains staff under his/her supervision.
• Fosters teamwork, communication and client orientation among staff in the service lines
under his/her supervision and across organizational boundaries.
• Ensures performance benchmarks are understood and met by staff under his/her supervision.

Client relationship management
• Maintains close contact with the Mission RSCE focal points and other mission technical
leaders to ensure solid understanding of Mission priorities and objectives for RSCE.
• Achieves customer satisfaction objectives as measured by RSCE performance surveys.
• Actively support Client Orientation approach to Service Delivery.
• Ensures continuous engagement with Clients.

Support to change management programme:
• Proposes and implements change management in projects/programmes/operations to achieve and improve results.
• Actively help stakeholders to accept and embrace changes in their business environment.

Competencies
• Professionalism: Shows pride in work and in achievements. Demonstrates professional
competence and mastery of subject matter. Is conscientious and efficient in meeting
commitments, observing deadlines and achieving results. Is motivated by professional rather
than personal concerns. Shows persistence when faced with difficult problems or challenges;
remains calm in stressful situations. Provides leadership and takes responsibility for
incorporating gender perspectives and ensuring the equal participation of women and men in
all areas of work; demonstrates knowledge of strategies and commitment to the goal of gender
balance in staffing.
• Teamwork - Works collaboratively with colleagues to achieve organizational goals; Solicits
input by genuinely valuing others' ideas and expertise; is willing to learn from others; Places
team agenda before personal agenda; Supports and acts in accordance with final group
decision, even when such decisions may not entirely reflect own position; Shares credit for
team accomplishments and accepts joint responsibility for team shortcomings.
• Client orientation: Considers all those to whom services are provided to be "clients" and seeks
to see things from clients' point of view. Establishes and maintains productive partnerships
with clients by gaining their trust and respect. Identifies clients' needs and matches them to
appropriate solutions. Monitors ongoing developments inside and outside the clients'
environment to keep informed and anticipate problems. Keeps clients informed of progress or
setbacks in projects. Meets timeline for delivery of products or services to client.
• Empowering others: Delegates responsibility, clarifies expectations, and gives staff autonomy
in important areas of their work. Encourages others to set challenging goals. Holds others
accountable for achieving results related to their area of responsibility. Genuinely values all
staff members' input and expertise. Shows appreciation and rewards achievement and effort.
Involves others when making decisions that affect them.
• Judgement/decision making: Identifies the key issues in a complex situation, and comes to the
heart of the problem quickly. Gathers relevant information before making a decision.
Considers positive and negative impacts of decisions prior to making them. Takes decisions
with an eye to the impact on others and on the Organization. Proposes a course of action or
makes a recommendation based on all available information. Checks assumptions against
facts. Determines that the actions proposed will satisfy the expressed and underlying needs for
the decision. Makes tough decisions when necessary.

Education
Advanced university degree (Master's degree or equivalent) in Business or Public
Administration, Human Resources Management, Finance, Accounting, or related area is required.
A first-level university degree, with 12 years of qualifying experience may be accepted in lieu
of the advanced university degree.

Job Specific Qualifications
Human Resources training required
Leadership or Executive Management training, desirable

Work Experience
A minimum of ten (10) years' experience in administration, management, human resources,
budget, information technology, communication or related field is required.
A minimum of five (5) years management experience with responsibilities in either human
resources or financial management is required.
Previous experience in UN common system field operations (peacekeeping missions, political
missions, or UN Agencies, Funds, and Programmes), or in similar international organization
or non-governmental organization is desirable.
Previous or current experience providing services to large entities across several duty stations
is desirable.

Languages
English and French are the working languages of the United Nations Secretariat. For the
position advertised, fluency in English is required. Knowledge of French is desirable.

Assessment
Evaluation of qualified candidates may include an assessment exercise which may be
followed by competency-based interview.


Work Hours: 8

Experience in Months: 120

Level of Education: Associate Degree

Job application procedure
Applicants are urged to click here to apply

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