Customer Services Specialist, (Customer Solutions) P3

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?

Within the UNICEF Global Shared Services Center, the Service Quality Management (SQM) section ensures agreed service levels are consistently met in a cost-effective way through performance monitoring, improvement initiatives, organizational quality management, and client relationship management.

The role of Customer Services Specialist (Customer Solutions) post is to manage business relations with the Global, Regional and Country Office to identify performance gaps and improve GSSC performance standards.

This will involve:

1. Business Partnership Management

2. Establish and maintain high-quality relationships with all levels across UNICEF and with external partners on performance improvements.

3. Influence and lead negotiation of service level agreements (SLAs) covering all clients and all GSSC services (as per GSSC service catalogue) with relevant stakeholders (clients, GSSC sections, SQM Service Management Unit).

4. Manage all SLA related communication with clients, mediating discussions and issue resolution with all involved client-side and GSSC stakeholders.

2.Client Performance Management

• Monitor global client performance on an ongoing basis based on defined indicators and reports to identify performance level and determine root cause of poor/exceptional performance.

• Recommend medium, audience, content, format and frequency of client performance publication and liaise with key supporting partners to design, publish and distribute to all clients.

• For clients requiring support, initiate and lead corrective action with the client and relevant GSSC sect ions and SMEs.

3.Client Performance Improvement (Business Process Improvement)

• Lead, supervise and contribute to the unit’s client performance improvement activities.

• Maintain a set of best practice end-to-end reference processes for all processes where the GSSC is involved. Advocate for reference process adoption by offices and support implementation.

• Upon request from offices, dispatch teams for on-site process analysis and optimization based on standard GSSC business optimization mission terms of reference.

4. UN Reform

• Oversee and co-ordinate UNICEF’s support for Business Operations Strategy (BOS), Local Shared Services Centres (LSSCs) and Mutual Recognition.

• Keep information on the UN Reform site updated – including publishing of articles

• Communicate clearly status and actions required to country offices through emails and other channels e.g. Yammer

5. Client satisfaction management

• Lead, supervise and contribute to the unit’s client satisfaction management activities.

• Act as tier 3 escalation for client complaints (tier 1: agent and unit leads; tier 2: section chiefs). Identify corrections and corrective actions to be undertaken to resolve the complaints and involve any relevant stakeholders – including GSSC. office and regional senior management – as needed to resolve.

• Design and run periodic client surveys for detailed measurement of client satisfaction and identification of trends, issues and opportunities. Initiate action to address adverse trends and issues.

• Set-up and facilitate quarterly calls with relevant client representatives from all UNICEF regions and headquarter locations, to provide information about GSSC activities (ongoing and planned), solicit feedback on GSSC service quality and suggested improvements, and provide space to report issues, answer question s and discuss topics of interest.

• Upon identification of client satisfaction issues (adverse trend in client satisfaction ratings or specific issues raised by clients), conduct root cause analysis and initiate GSSC internal corrective action. Contribute to GSSC internal corrective action as main interface with clients for validation, testing and deployment of any client-facing component.

6. Leadership and management of staff

• Lead unit 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.

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

• An advanced university degree (Master’s) in one of the following fields is required: accounting, business administration, economics, financial management or another relevant technical field.
• Minimum of five years of relevant experience in dealing with Client Performance Management and Business Process Improvement activities, at the national and international levels is required, of which minimum 3 years of mid-management level experience with supervisory responsibilities and 2 years of experience in operations with direct experience of UN Reform initiatives preferably within UNICEF is a strong asset.
• Analytical skills, project management, stakeholder management and change management experience, preferably in a multi-country situation is required.
• Proven experience of leading or delivering change is required.
• Experience of multiple UNICEF contexts is an asset (field, emergency, Regional, HQ, etc.) UN – cross-sectional.
• Previous experience of shared services/business support centre 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 values of Care, Respect, Integrity, Trust, and Accountability (CRITA).

The UNICEF competencies required for this post are…

• Nurtures, Leads and Manages People (1)
• Demonstrates Self Awareness and Ethical Awareness (2)
• Works Collaboratively with others (2)
• Builds and Maintains Partnerships (2)
• Innovates and Embraces Change (2)
• Thinks and Acts Strategically (2)
• Drive to achieve impactful results (2)
• Manages ambiguity and complexity (2)

To view our competency framework, please visit here.

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.

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:

Mobility is a condition of international professional employment with UNICEF and an underlying premise of the international civil service. Only shortlisted candidates will be contacted and advance to the next stage of the selection process.

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.