Operations Associate, VSC Operations Support

The Volunteer Services Centre (VSC) is the operations hub supporting over 14,000 UN Volunteers assigned to various agencies, funds, and programs throughout the UN system. VSC ensures timely and high-quality delivery of services in:

• Volunteer Deployment (e.g. from offer to entry on duty, certifying pre-assignment requirements etc.)  
• Volunteer contracts administration (e.g. Processing from hire to separation, Life Events, Crisis support to ROs and FUs and payment management, Medical Evacuation support, etc.) 
• Payroll Administration for UN Volunteers (e.g. payroll validation, exceptions sign-offs, disbursement sign-off, labor administration management, labor cost distribution, payroll irregularity handling, etc.) 
• Providing global support for UN Volunteers, UN- entities and donor countries 

With its presence in eight locations around the globe, VSC collaborates closely with different UN hosting and funding entities, headquarters' relevant sections, Regional Offices (ROs), Field Units (FUs) and UNDP Global Shared Service Center (GSSC) teams to deliver seamless and consolidated services according to UN Volunteers Conditions of Service, regulations, policies, and internal best practices.

Under the overall guidance and direct supervision of the Chief, Volunteer Services Centre (VSC), the Operations Associate, VSC Operations Support contributes to the effective administration of processes and transactions ensuring high quality and accuracy of work. The Operations Associate promotes a client, quality, and results-oriented approach.

The Operations Associate, VSC Operations Support contributes to the administrative and operational effectiveness of the Volunteer Services Centre (VSC) processes. S/he coordinates with relevant partner-sections to support high-quality and integrated inputs to the development and optimization of processes, activities, tasks, Standard Operating Procedures (SOPs), and systems that affect the quality of services provided by VSC. S/he also contributes to VSC’s ability to be adaptable, agile, effective and support the continuous improvement of the VSC operations.

The Operations Associate, VSC Operations Support works in close collaboration with relevant sections in the UNV headquarter, regional offices and field units to exchange information and ensure consistent service delivery. He/she assists in enhancing the skills and knowledge of the VSC team through capacity building and training, while supporting the transition to a fully digital VSC ecosystem.

In addition, the Operations Associate, VSC Operations Support provides administrative support as requested.
 

• Assist in the Continuous review of service delivery, providing technical advice and recommendations to enhance cost efficiency and effectiveness in the Volunteer Services Centre.
• Support the creation and tracking of results-orientated budget workplans, ensuring alignment with the VSC mandate and the UNV Strategic Framework.
• Aid in the review of VSC operational activities for compliance with relevant UNV/UNDP rules and policies.
• Collect, consolidate, and provide input for business processes mapping and business process management activities.
• Assist in the development, review and monitoring of the implementation of VSC relevant standard operating procedures (SOPs) and administrative guidelines
• Coordinate of client surveys and surveys assessing the organization of VSC Services, analyse results, and assist in initiating improvements where needed.
   

• Ensure compliance with UNV/UNDP rules and regulations regarding financial processes performed by the VSC and continuous learning and improvement of VSC processes (e.g. labor schedule management, PPM error correction, SCA rejects management, etc.)
• Maintain financial records and perform reporting and audit follow up as applicable to the VSC
• Provide regular (financial/operational) reports to internal and external parties in collaboration with relevant UNV/UNDP staff.
• Monitor and report on VSC related projects in Quantum, including project budgets for outposted VSC teams.
• Ensure that VSC requirements are considered when implementing or developing corporate reports and dashboards in coordination with relevant sections
• Support in collecting, organizing and sharing important information to contribute to knowledge bases, SOP’s and dashboards managed by other UNV sections.
• Share up-to-date information about key operational measures (indicators) with the VSC team, other relevant sections and any other stakeholders as required in order to ensure all are informed about the progress of the operations.

3. Ensures VSC-relevant knowledge and training gaps are closed 

• Identify individual and organizational knowledge and training gaps using quantitative and qualitative methodology (performing knowledge audits, analyzing knowledge related metrics, keep abreast of industry trends and developments).
• Contribute to continuous capacity building of individuals and teams in the VSC.
• Identify individual and common training needs, support self-directed learning and continuous improvement, promote knowledge sharing and collaboration in the VSC at the interface to the UNV regional offices and field units, other UNV sections and if requested in client organizations.
• Communicate updates related to processes, SOPs, agreements, waivers, etc. in a comprehensive way. 
• Build and maintain the VSC digital ecosystem assuring that VSC staff can easily access relevant information, SOP’s working instructions, guides and aides.
• Contribute to the build-up and maintenance of corporate knowledge sharing platforms and information repositories in close collaboration and liaison with relevant sections and stakeholders
• Provide sound contributions to knowledge networks and communities of practice.

4. Contribute to the operations strategy and the efficiency agenda for VSC as part of the UNV mobilization cycle:

• Support VSC business processes to enhance efficiency and effectiveness by updating and maintaining the VSC relevant business process model
• Contribute to mapping of VSC relevant business processes, process interfaces, systems and documents.
• Support of the VSC Chief in operations planning. 
• Gather and review relevant data for VSC to help improve efficiency and boost its digital tools, working closely with the relevant UNV teams.
• Contribute to digitalization initiatives of VSC relevant business processes in close collaboration with other relevant sections
• Assist in supporting improvement efforts, such as helping set goals, participating in team reviews, and using tools like KANBAN to improve workflows.

5. Provide Administrative Support to the Section focusing on the achievement of the following results:

• Organize meetings, working groups, events and retreats, upon request, including drafting of agenda, taking meeting notes and providing supporting documentation.
• Follow up on deadlines, commitments made, actions taken as assigned by the supervisor.
• Prepare presentations and reports related to administrative processes.
• Together with the relevant team leads monitor and manage performance of outsourced services procured and partnership agreements.
• Provide other administrative support as requested (procurement, travel, payments, etc.)

Cross-Functional & Technical competencies 

Customer Satisfaction/Client Management

• Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers' needs.
• Provide inputs to the development of customer service strategy.
• Look for ways to add value beyond clients' immediate requests.
• Ability to anticipate client's upcoming needs and concerns

Communication

• Ability and inclination to rapidly adopt new technologies, either through skillfully grasping their usage or through understanding their impact and empowering others to use them as needed

Digital Awareness and Literacy

• Ability and inclination to rapidly adopt new technologies, either through skillfully grasping their usage or through understanding their impact and empowering others to use them as needed

Documents and records management

• Overall document (hard or electronic) management; registry and retention policy including storing and archiving

Budget management  

• Ability to support budgetary aspects of work planning process, drawing and management of team budgets

Operations Agility

• Ability to identify workflows or process pain points.
• Always pursue continuous improvements and innovation in developing, enhancing and/or fine tuning workflows and processes to achieve efficient and effective use of time and resources that is aligned to strategic goals.
• Open to change and flexible in a fast paced working environment.
   

• Only short-listed applicants will be contacted.
• The successful candidate will hold a UNDP letter of appointment.
• This post is for local recruitment only. It is open to citizens of the European Union (EU) member states or holders of residence and unlimited work permits for Germany. All travel, interview and relocation costs, if any, incurred to take up an appointment at the duty station in Bonn are at the expense of the applicant.