VN 2022/025GT -Operations Associate – G7 – Programa USRAP OPS

Open to Internal and External Candidates

Position Title : Operations Associate

Duty Station : Ciudad Guatemala, Guatemala

Classification : General Service Staff, G7

Type of Appointment : One Year Fixed Term with possibility of extension

Estimated Start Date : As soon as possible

Closing Date : April 6th 2022

Reference Code : VN2022/025GT

Established in 1951, IOM is a Related Organization of the United Nations, and as the
leading UN agency in the field of migration, works closely with governmental,
intergovernmental and non-governmental partners. IOM is dedicated to promoting humane
and orderly migration for the benefit of all. It does so by providing services and advice to
governments and migrants.

Context:
Since the inception of IOM in 1951, Movement Operations have been and continue to be a
fundamental pillar of the Organization’s work. The organized movement of persons in need
of international migration assistance is a primary mandate of the Organization and a
cornerstone of IOM’s operations. This mandate has resulted in the international transport of more than 15 million migrants and refugees worldwide. Movement Operations departments in various IOM missions, coordinated under the division of Resettlement and Movement Management (RMM) in the Department of Operations and Emergencies (DOE) at IOM’sGeneva Headquarters, are responsible for all aspects of travel for migrants and refugees under IOM’s auspices, in accordance with the various framework agreements with resettlement and receiving Governments and partners across the spectrum of theOrganization’s programmes.

Under the general supervision of the RSC Latin America and Caribbean Project Manager
and the direct supervision of the Movement Operations Manager, Latin America, the
Operations Associate, is responsible for supervising all movement operations activities in
Guatemala, with the following duties and responsibilities:

IOM is committed to a diverse and inclusive environment. Internal and external candidates
are eligible to apply to this vacancy. For the purpose of the vacancy, internal candidates
are considered as first-tier candidates.

Core Functions / Responsibilities:

1. Coordinate team leader-headed teams of up to a total of 16 staff members who are undertaking movement operations activities in Guatemala, including activities related to field support, movements and data processing. Support staff development processes such as hiring, providing training, assigning duties and giving feedback to staff members on their performance on a regular basis to ensure high quality work and the accurate completion of activities.
2. Coordinate the efficient and effective management of airport services for arriving and departing individuals, including in relation to documentation, luggage, escorts and special services. Ensure staff deliver the highest quality service, interact appropriately with airport and government officials and handle urgent issues as they occur. Monitor the work schedule, validate hours and process relevant financial paperwork in coordination with the IOM finance department.
3. Coordinate staff as they assist individuals at transit centers or third-party facilities. Create and monitor the weekly shift schedule, ensuring coverage is adequate to maintain a professional, safe, secure and clean environment; address issues as they arise and continually seek ways in which IOM can improve services. For third party facilities, regularly conduct checks in close coordinate with Movement Operations Manager, Latin America to ensure accommodation is up to IOM standards.
4. Ensure interpretation services are coordinated for individuals at the airport, in transit centers, camps, consolidation points and third-party facilities or during transport by air, ground or water, handling financial paperwork related to interpretation services as needed. Coordinate transportation from consolidation points, transit centers and third-party facilities, ensuring service providers meet IOM standards. Arrange pre-departure counselling on pre-embarkation procedures and special needs, such as meals, medication, wheelchairs and medical conditions.
5. Coordinate the completion of all bookings by Movements staff members in accordance with the Handbook of IOM Tariffs (HIT). Ensure compliance with program-specific SOPs and supervise the distribution of travel information to stakeholders. Coordinate the creation of movement data files and oversee Movements staff members as they compile and analyze descriptive statistics. Certify and handle the processing of vendor-incurred costs.
6. Ensure Data Processing staff members are undertaking secure storage of documentation and data in accordance with IOM principles and guidelines and that they are dispatching travel documents and coordinating exit permits and travel documents in a timely manner. Coordinate the preparation of regular data mining reports on MiMOSA; advise management on possible issues which need attention and suggest corrective actions.
7. With the support of Movement Operations Manager, Latin America, liaise with airlines on a regular basis and represent the best interest of beneficiaries and clients for competitive fares with the most direct routing. Under the guidance of RSC Latin America and Caribbean Project Manager, liaise with other teams and units in IOM Guatemala and with external partners such as government authorities, relevant embassies and the United Nations High Commissioner for Refugees (UNHCR). Provide regular feedback on work being accomplished to the Movement Operations Manager, Latin America and keep them informed of issues that arise.
8. Coordinate the handling of at-risk and sensitive cases in accordance with IOM’s policies, procedure and guidance in the Movement Management Manual (MMM), including assistance for unaccompanied refugee minors (URMs). Work with RMM to ensure Movement Operations staff are adequately trained to work with at-risk and sensitive cases.
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9. Coordinate quality assurance procedures, ensuring checks are being regularly undertaken by staff members and incident reports are being submitted to and responded to in an efficient manner. Prepare statistics and report regularly to the Movement Operations Manager, Latin America on relevant activities. Work to streamline how reports are prepared and presented in order to improve services and ensure data on all procedures is compiled, summarized and presented in a timely manner.
10. Demonstrate a comprehensive understanding of relevant Movement Operations SOPs and Movements-related systems and databases (including iGATOR, MiMOSA, SAR and Amadeus), as well as the ability to remain professional, impartial and unbiased during all interactions with migrants and colleagues per the IOM Code of Conduct and instruction on the prevention of sexual exploitation and abuse (PSEA).
11. Maintain and ensure the confidentiality and integrity of all relevant paperwork in line with standards of conduct and data protection rules. Alert Movement Operations Manager, Latin America or management of any non-compliance to SOPs or codes of conduct by IOM staff members or partners.

12. Perform such other duties as may be assigned.

    Required Qualifications and Experience
    Education and Experience

    • Completed secondary education required.
    • Seven years of working experience with secondary [high school] education; five years of working experience with Bachelor’s degree.
    • Prior Movement Operations, transportation-related and management experience a strong advantage. Knowledge of IOM’s administrative, financial, and business rules and practices is desirable.
    • Previous experience with booking systems AMADEUS and/or SABRE is mandatory.
    Skills
    • Strong computer skills – Word, Excel and Internet; past experience with Movement Operations-related databases and systems (including iGATOR, MiMOSA, and SAR) is a distinct advantage.
    Languages
    Fluency in Spanish and English (oral and written)
    Required Competencies
    Values
    • Inclusion and respect for diversity: respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.
    • Integrity and transparency: maintain high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
    • Professionalism: demonstrates ability to work in a composed, competent, and committed manner and exercises careful judgment in meeting day-to-day challenges.

    Core Competencies – behavioural indicators level 2

    • Teamwork: develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
    • Delivering results: produces and delivers quality results in a service-oriented and timely manner; is action oriented and committed to achieving agreed outcomes.
    • Managing and sharing knowledge: continuously seeks to learn, share knowledge and innovate.
    • Accountability: takes ownership for achieving the Organization’s priorities and assumes responsibility for own action and delegated work.
    • Communication: encourages and contributes to clear and open communication; explains complex matters in an informative, inspiring and motivational way.
    Managerial Competencies – behavioural indicators level 2
    • Leadership: provides a clear sense of direction, leads by example and demonstrates the ability to carry out the organization’s vision; assists others to realize and develop their potential.
    • Empowering others & building trust: creates an atmosphere of trust and an enabling environment where staff can contribute their best and develop their potential.
    • Strategic thinking and vision: works strategically to realize the Organization’s goals and communicates a clear strategic direction.