Service Delivery Manager (for Philippine Residents Only)

The main purpose of the role is to drive Financial Shared Services (FSS) towards becoming more lean, agile, and resilient in its effort to deliver quality services to the stakeholders and in the same vein contributes to Finance & Administration (FAD)’s lean capability. He/she works closely with stakeholders, to define what is absolutely required (a fit-for purpose mindset), with the goal of addressing significant issues with the right speed and adherence to ICRC’s Internal Control Framework.

Within the unit’s mandate and use of Lean/ Six Sigma/ Agile project methodology/framework or other variety of techniques, he/she leads the support to Finance & Administration (FAD) towards being more lean and agile through identifying and removing non-value-added activities from processes and systems, thus improving quality, reducing costs, and increasing good customer experience.

RELATIONSHIPS

• Internally interacts with unit heads and other service delivery managers on improving the efficiency and effectiveness of services delivered within the Financial Shared Services (FSS).
• Collaborates with métier business process owners, and subject matter expert for their respective function.
• Internally interacts with different project heads in FAD HQ to ensure the successful delivery and efficiency of the projects

ACCOUNTABILITIES AND RESPONSIBILITIES

Project & Transformation Support – Business Process Review & The Lean Capability

• Supervises the business process analysts team based in Manila.
• Takes an overarching perspective on planned and on-going projects critical to FSS and within the Finance and administration division to mobilize the team in providing proper support to priority projects of the division.
• Using Business Process Re-engineering and/or Six Sigma methodologies, facilitates process simplification and standardization with the metier through elimination of waste in the process, and then moving to standardise processes across the division.
• Ensure that new or redesigned processes are better at meeting stakeholder needs and that variabilities in the process are reduced while driving process quality (work to eliminate gaps, bottlenecks, and wasted efforts in processes to improve efficiency).
• Aligns with the ICRC strategy and mission in delivering process design, improvements, or enhancements, including utilization of existing tools for data-driven process improvements.

Continuous Improvement Support – CI Initiatives and SLA/SOW Management

• Actively facilitates the planning and review of the components of the Service Level Agreements (SLAs) to ensure that service requirements set out are met and delivered to customers as expected.
• Responsible for the coordination and onboarding of new services to the FSS.
• Works with the FSS leadership team to identify opportunities for continuous improvements and efficient workflows in the centre using Lean/ Six Sigma/ Agile project methodology/framework.
• Provides reports, activity updates or matters for escalations to the Head of FSS.

The Risk and Assurance Activities

• Supervises the Risk & assurance team based in Manila and coordinates activities with the Risk and Assurance Manager based in GVA.
• Ensure that within the scope of services, activities are properly carried out to support the ICRC’s compliance with the regulatory requirements, Enterprise-Wide Risk Management Framework, and internal policy standards.
• Understand and manage risks and risk events (incidents) relevant to the role.

The Finance and Administration (FAD) Training Activities

• Supervises the trainer based in Manila.
• Coordinates with FAD the needs of the metier for the delivery of training activities.
• Agree scope and time scales with the business users and other stakeholders and supporting functions, to achieve best match between operational needs and expected training solutions to be delivered.
• Provides expertise and trainings whenever applicable for Lean and Six Sigma and Business Process Re-engineering in view of promoting the continuous improvement culture.

People Management Responsibilities

• Understands and supervises the Performance Management & Development (PMD) activities for employees under their supervision.
• Makes sure that deadlines for the PMD cycle are met.
• Engages in ongoing and continuous feedback and support, particularly for employees under their supervision, but also other staff members.
• Organizes regular meetings within their team to ensure optimal coordination of the work and proper flow of information.
• Ensures that job descriptions for employees under their supervision are up to date; seeks feedback and support from the HR Department if needed.
• Plans and coordinates the annual leave of the employees under their supervision ensuring continuity of the operations throughout the year and making sure that there are no outstanding holiday balances at the end of the year.
• Coordinates and supports the employees under their supervision in their personal development by coaching and advising them on internal and external training and development possibilities.

Additional Duties

• Respect and observe the staff regulations of the ICRC in Philippines
• Participate to MSSC general meetings
• The employee may be required to work overtime in line with the needs of the department/metier

SELECTION REQUIREMENTS

• University degree in Business Management, Project Management, or any related field.
• Minimum of 8 years professional working experience in leading successful lean projects, which includes at least two years’ experience of process mapping, analysis, and quality reviews.
• Certification in Lean management / Lean Six sigma (Master or Black belt certification with practical experience) (Mandatory)
• Certification in Project Management or equivalent qualification (e.g., PMP, Prince2 or similar with practical experience) (Mandatory)
• Hands-on experience with SAFE (Scaled Agile Framework) is an advantage.
• Technically proficient in Microsoft Office environment – Excel, PowerPoint, Word, SharePoint and Erwin / Orbus)
• Change Management experience. PROSCI Certified Practitioner an asset.
• Financial management experience (budgeting and resource allocation)
• Excellent written and oral communication skills in English, French an advantage
• Strong organization, planning and analytical skills
• Able to work independently and under pressure with high levels of complexity.
• Excellent interpersonal skills and capacity for collaborative teamwork across disciplines

WHAT WE OFFER

• Dynamic and fast-growing organization
• Access to further in-house and/or external training
• Flexible work schedule
• Humanitarian endeavour and international environment