Customer Services Manager, P-4, Service Quality Management, UNICEF Global Shared Services Centre, Budapest, Hungary

Within the UNICEF Global Shared Services Center, the Service Quality Management (SQM) section ensures agreed service levels are consistently met in a cost-effective way through performance monitoring, improvement initiatives, organizational quality management, and client relationship management. The Customer Services Manager oversees coordinating the customer experience, acting as a customer champion. Additionally, this role will act as an advocate and driver of change initiatives at the country office that will bring about further efficiency and a focus on quality outcomes across the organization.  Overall this role acts as a key link between GSSC and its customers, acting as a customer champion, and ensuring a coordinated approach in customer relations, but also acting as an advocate and driver of change for country offices.

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

For every child, results.

Within the UNICEF Global Shared Services Center, the Service Quality Management (SQM) section ensures agreed service levels are consistently met in a cost-effective way through performance monitoring, improvement initiatives, organizational quality management, and client relationship management. The Customer Services Manager oversees coordinating the customer experience, acting as a customer champion. Additionally, this role will act as an advocate and driver of change initiatives at the country office that will bring about further efficiency and a focus on quality outcomes across the organization. 

Overall this role acts as a key link between GSSC and its customers, acting as a customer champion, and ensuring a coordinated approach in customer relations, but also acting as an advocate and driver of change for country offices.  

How can you make a difference?

Business Partnership Management 

• Manage business relationships with the Global, Regional, and Country Office Leadership to identify performance gaps and improve GSSC performance standards.
• Establish and maintain high-quality relationships with all levels across UNICEF and with external partners on performance improvements. 
• Influence and lead negotiation of service level agreements (SLAs) covering all clients and all GSSC services (as per GSSC service catalogue) with relevant stakeholders (clients, GSSC sections, SQM Service Management Unit).
• Manage all SLA related communication with clients, mediating discussions and issue resolution with all involved client-side and GSSC stakeholders.

Client Performance Management

• Oversee the GSSC’s client performance management activities against set standards.
• Monitor global client performance on an ongoing basis based on defined indicators and report to identify performance level and determine root cause of poor/exceptional performance.
• Recommend medium, audience, content, format and frequency of client performance publication and liaises with key supporting partner to design, publish and distribute to all clients.
• For clients requiring support, initiate and lead corrective action with the client and relevant GSSC sections and SMEs.

Client Performance Improvement (Business Process Improvement)

• Lead, supervise and contribute to the unit’s client performance improvement activities.
• Maintain a set of best practice end-to-end reference processes for all processes where the GSSC is involved. Advocate for reference process adoption by offices and support implementation.
• Upon request from offices, dispatch teams for on-site process analysis and optimization based on standard GSSC business optimization mission terms of reference.

Change Management (External)

• Oversee and manage GSSC’s client-facing change management activities, both internally and with country offices.
• Co-ordinate improvement initiatives for customers through an integrated change management process
• Ensure that GSSC project portfolio is updated on an ongoing basis, identifying projects that have an impact on clients.
• Coordinate with relevant sections to deliver seamless project deployments, and work with project teams to integrate change management activities into overall project plans.
• Provide leadership on change management processes and tools to support roll out of changes. Develop and execute change management plans and strategies. Prepare clients for upcoming changes and supports them through ensuing transition periods.
• Coordinate with DED Management's office to ensure GSSC projects are accurately reflected in documentation maintained at the level of the Management Cone.
• Manage the GSSC's Global Services Reference Group (GSRG), whose membership consists of selected client representatives whom the GSSC uses as focus group to discuss, refine, test and support the deployment of client impacting GSSC projects.
• Constantly seek business development opportunities

Client satisfaction management

• Lead, supervise and contribute to the unit’s client satisfaction management activities.
• Act as tier 3 escalation for client complaints (tier 1: agent and unit leads; tier 2: section chiefs). Identify corrections and corrective actions to be undertaken to resolve the complaints and involve any relevant stakeholders – including GSSC, office and regional senior management – as needed to resolve.
• Design and run periodic client surveys (typically twice per year) for detailed measurement of client satisfaction and identification of trends, issues and opportunities. Initiate action to address adverse trends and issues.
• Monitor client satisfaction in real time (as reported by the ticket closure micro-survey system) and take immediate action in case of degradation.
• Set-up and facilitate quarterly calls with relevant client representatives from all UNICEF regions and headquarter locations, to provide information about GSSC activities (ongoing and planned), solicit feedback on GSSC service quality and suggested improvements, and provide space to report issues, answer questions and discuss topics of interest.
• Upon identification of client satisfaction issues (adverse trend in client satisfaction ratings or specific issues raised by clients), conduct root cause analysis and initiate GSSC internal corrective action. Contribute to GSSC internal corrective action as main interface with clients for validation, testing and deployment of any client-facing component.

Leadership and management of staff

• Lead unit 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 unit.
• Support a culture of honest and continuous feedback and performance management.

To qualify as an advocate for every child you will have…

• An Advanced university degree (Master’s or higher) in accounting, business administration, economics, financial management or a related field. A first University Degree in a relevant field combined with 2 additional years of professional experience may be accepted in lieu of an advanced university degree.
• A minimum of 8 years of relevant experience in operations, including international work experience and experience within UNICEF.
• At least 4 years of mid-management level experience with supervisory responsibilities
• At least 2 years of experience as Operations Officer or Operations Manager, preferably within UNICEF.
• Analytical, project management, stakeholder management and change management experience, preferably in a multi-country situation
• Previous experience of leading or delivering change
• Previous experience in networking and building relationships to achieve common goals
• Fully developed negotiation skills and the ability to influence others
• Experience of multiple UNICEF contexts is an asset (field, emergency, regional, HQ, etc.)  UN – cross sectional
• Previous experience of shared services/business support centre is an asset.
• Fluency in English (verbal and written) is required.
• Knowledge of an additional UN Language (Arabic, Chinese, French, Russian, Spanish) is considered an asset.

For every Child, you demonstrate….

UNICEF’s core values of Commitment, Diversity and Integrity and core competencies in Communication, Working with People and Drive for Results.

View our competency framework at:

http://www.unicef.org/about/employ/files/UNICEF_Competencies.pdf

International Professional (IP) staff are recruited internationally and serve in duty stations outside their country of nationality. They hold leadership, managerial or specialist functions.

Mobility is a condition of international professional employment with UNICEF and an underlying premise of the international civil service.

UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.