Chief, Service Quality Management, P-5, Global Shared Services Centre, Budapest, Hungary

UNICEF Global Shared Services Centre Operations Section is seeking a Chief in the Service Quality Management Section to support the establishment and implementation of the vision and strategy for GSSC. This role is responsible for business relationship, performance, change and project management and promotes an environment of continuous improvement in all global service delivery areas through analysis of its processes, technology, and staff capacity to improve performance and efficiencies into the Centre and Offices, strategic planning and monitoring. The function plays a leading role in implementing the GSSC’s vision to operate as a world class shared service centre, driving operational business innovation and efficiency throughout UNICEF by adopting proven best practices from both the public and private sectors to provide the Organization with improved business processes with sound performance management. Simultaneously the Centre continuously seeks further opportunities to improve effectiveness and efficiency through business simplification, automation, vertical integration and horizontal migration of functions from high to low cost locations. The GSSC will strive to “do more with less” through continuous business and service performance improvement, using real-time performance monitoring and data analytics to seek opportunities for efficiency gains. The GSSC leverages and pursues opportunities to strengthen the role and added value of its global shared services centre as a centre of excellence for the global delivery of efficient, dynamic and streamlined services building on a culture of customer service, continuous business improvement, knowledge-sharing and innovation to support the effective achievement of UNICEF’s programme results worldwide and drive efficiencies into the offices it serves, a key leadership and enabler role of this function.

If you are a committed, creative professional and are passionate about making a lasting difference for children, the world's leading children's rights organization would like to hear from you.

UNICEF works in 190 countries and territories to protect the rights of every child. UNICEF has spent 70 years working to improve the lives of children and their families. Defending children's rights throughout their lives requires a global presence, aiming to produce results and understand their effects. UNICEF believes all children have a right to survive, thrive and fulfill their potential – to the benefit of a better world. UNICEF's Global Shared Services Centre (GSSC) in Budapest, Hungary supports UNICEF operations globally in the areas of Finance, Human Resources, Payroll and Information Technology.

How can you make a difference?

UNICEF Global Shared Services Centre Operations Section is seeking a Chief in the Service Quality Management Section to support the establishment and implementation of the vision and strategy for GSSC. This role is responsible for business relationship, performance, change and project management and promotes an environment of continuous improvement in all global service delivery areas through analysis of its processes, technology, and staff capacity to improve performance and efficiencies into the Centre and Offices, strategic planning and monitoring.

The function plays a leading role in implementing the GSSC’s vision to operate as a world class shared service centre, driving operational business innovation and efficiency throughout UNICEF by adopting proven best practices from both the public and private sectors to provide the Organization with improved business processes with sound performance management. Simultaneously the Centre continuously seeks further opportunities to improve effectiveness and efficiency through business simplification, automation, vertical integration and horizontal migration of functions from high to low cost locations. The GSSC will strive to “do more with less” through continuous business and service performance improvement, using real-time performance monitoring and data analytics to seek opportunities for efficiency gains.

The GSSC leverages and pursues opportunities to strengthen the role and added value of its global shared services centre as a centre of excellence for the global delivery of efficient, dynamic and streamlined services building on a culture of customer service, continuous business improvement, knowledge-sharing and innovation to support the effective achievement of UNICEF’s programme results worldwide and drive efficiencies into the offices it serves, a key leadership and enabler role of this function.

This will involve:

Strategy and Governance

• Support GSSC Director in establishing and implementing the vision and strategy for GSSC focusing on driving efficiencies into the centre and offices it serves
• Create and provide guidance on a transparent governance model based on trust and partnership
• Play a leading role in the development of the GSSC annual plans, strategic plans and office management plan.  Support demand planning and budgeting processes.

Business Relationship Management

• Foster effective client partnerships and joint accountability for process outcomes and efficiency gains towards meeting the key drivers focused on i) increase mission focus; ii) reduce the overall organization risk; iii) increase service capacity;  and iv) increase cost efficiencies
• Identify and provide solutions to performance concerns (bi-directional) based on the analysis of periodical customer feedback
• Manage the overall customer relationship program and serve as the primary architect for all related processes (e.g. governance, customer satisfaction surveys and corrective actions, annual reviews)
• Review monthly and quarterly SLA performance with clients. Coordinate SLA target setting and maintenance
• Serve as escalation point for service delivery issues. Work cooperatively with clients to encourage compliance with the two-way accountabilities established in the SLAs.

Change Management and Continuous Improvement

• Oversee the change impact analysis within the GSSC, headquarters, regional and country offices
• Coordinate change management initiatives led by the GSSC, focusing on the efficiency and effectiveness to ensure planned results are achieved
• Support and coach change agents and key subject matter experts in order to gain organizational buy-in
• Support identification, evaluation, and prioritization of end to end continuous business process improvement projects
• Provide programme management support for approved continuous improvement initiatives
• Coordinate with colleagues at the GSSC, headquarters, regional and country office levels on communication activities that support a managed change process and encourages adoption

Performance Management and Reporting

• Oversee the process of acquiring, analyzing, and reporting on key performance metrics and benchmarks according to defined SLAs and other operational targets
• Provide performance readouts for external and internal stakeholders including GSSC management
• Leveraging the overall view of the GSSC, provide operational and analytical reporting in support of strategic and change management decisions
• Define IT requirements for performance, operational and analytical reporting.  Maintain and update reports, benchmarks and scorecards. Receive and prioritize ad hoc reporting requests.

Communication and Knowledge Management

• Ensure transparent flow of information and knowledge between the GSSC and its current and prospective clients, internal and external stakeholders, and employees. Help champion and communicate GSSC milestones and successes.

Service Level Management

• Supervise the maintenance of the GSSC service catalogue and SLAs
• Oversee the continuous evolution of the service catalogue and the service level program to align with changing GSSC client needs
• Make recommendations and provide business judgments related to the analysis/changes to services and scope
• Recognize and communicate potential service management issues and resulting customer relationship issues and risks to GSSC Management team

Leadership and Management of Staff

• Lead 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
• Promote management excellence and work life balance in the office

As an advocate for every child, you will have…

• An advanced university degree, in in business administration, economics, or other relevant field is required. A first university degree combined with additional relevant experience can be accepted in lieu of advanced degree.
• A minimum of ten years of relevant experience, at the national and international levels, in business relations management, business process service delivery governance, or related technical fields is required.
• Experience in Change Management, including managing and driving complex organizational change initiatives with multiple stakeholders, divisions and offices is required.
• Proven experience in leading and managing diverse teams, strong ability to nurture staff leading by example, approachability, teamwork, sociability and motivation is required.
• Previous experience in service process design and evaluation, service level program design and management and continuous improvement is desirable.
• Previous hands-on experience and knowledge of ERP Systems (i.e. SAP) is desirable.
• Experience working in United Nations or international organization context is desirable.
• Experience in leading innovation and continuous improvement in a global shared service centre environment is an asset.
• Fluency in English (verbal and written) is required. Knowledge of an additional UN Language (Arabic, Chinese, French, Russian, Spanish) is desirable.

For every Child, you demonstrate…

• Strong people and diplomatic skills with peers and stakeholders, representation skills to engage internal and external networks including multi-offices and UN agencies, and the ability to work with cross sectoral teams to leverage high performance standards and knowledge sharing. 
• Strategic thinking and planning skills to support longer term vison and governance processes, as well as hands on ability to manage ongoing projects are required.
• Our core values of Commitment, Diversity and Integrity and core competencies in Communication, Working with People and Drive for Results. 

UNICEF is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates from all national, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of our organization.