TERMS OF REFERENCE – NAIROBI SHARED SERVICE UNIT CUSTOMER SERVICE TRAINING

Background

CARE International is one of the world’s largest humanitarian organizations fighting global poverty working in over 90 countries. CARE East and Central Africa Regional Office is in Nairobi, Kenya. The Regional Office provides oversight to 9 countries within the region with diverse teams sitting in Nairobi. Prior to FY19, the regional office was receiving support services form CARE Somalia who since relocated their operations to Somalia. This warranted the need for a functional review for ECSARO which was complete in FY19 with the proposed structure that came into effect on July 1, 2020. One of the outcomes of the process was creation of a Shared Services Unit (SSU) to provide the Regional Office with centralized processes and services that were previously offered by CARE Somalia.

The Shared Service Unit was incorporated in October 2019 with the need to provide support services to the region as well as align to the growing regional priorities. Overtime, there has been need to review the teams’ operations and this led to a change management process recently concluded in October 2021. This was done to ensure the unit builds the competencies and capabilities needed to ensure efficient and effective service provision to our customers.

Functions within the SSU:

•Finance

•HR

•Facilities and Office Admin

•Procurement

•Information Technology

•Logistics and Travel

Our customers:

•International Program Operations Regional team including Safety and Security

•CARE Member Partners

•CARE International Secretariat

•Various HQ departments

•CARE Somalia

Purpose

With the Shared Service Unit being a customer-centric department, we would like to seek the services of a consultant to support the team in building their expertise in customer service. The consultant is expected to use suitable methodology (group discussions, interviews, literature, and desk reviews) to be able to perform the assignment in a participatory method. The assignment will be conducted in Nairobi, Kenya.

Deliverables/Output

1. A clear customer experience roadmap for the SSU.

2. A team built on providing exemplary support in their functional areas while incorporating customer service.

What we are looking for:

Essential

• Proven experience in facilitation of customer service trainings
• Understanding of the context of Shared Service model
• Strong business acumen
• Strong facilitation and analytical skills

Desirable

• Previous experience working with other INGOs adopting the Shared Service model