Senior HR Operations Manager

IMPORTANT NOTICE REGARDING APPLICATION DEADLINE\: Please note that the deadline for applications is indicated in local time as per the time zone of the applicant’s location. 

1. Organizational context

a. Organizational Setting

The role of the Human Resources Operations Service is to provide a center of excellence for the delivery of efficient services relating to the administration of staff members’ entitlements and pension and insurance schemes, within a culture of customer service and continuous business improvement, knowledge sharing and innovation. The Service contributes to the Human Resources Management Department’s ability to support the effective achievement of WIPO’s program results.

b. Purpose Statement

The Senior Manager of the Human Resources Operations Service is responsible for the overall management and direction of the HR Operations Services comprising the Benefits and Entitlements, the HR Service Desk and Pension and Insurance Units. As Senior Manager of the Service, s/he leads a combination of both professional and support staff, to oversee the effective and efficient provision of HR and advisory services to staff and managers in the areas of contracts, benefits and entitlements administration.

c. Reporting Lines

The incumbent works under the supervision of the Director Human Resources Management Department.

d. Work Relations

The incumbent liaises extensively with managers at all levels throughout the Organization, as well as counterparts in international organizations in the public and private sectors.

2. Duties and responsibilities

The incumbent performs the following tasks\:

a. Lead a team of HR professionals to develop a seamless ‘end to end’ service culture within the team, including identifying and implementing process engineering initiatives to improve timeliness, efficiency and effectiveness of service delivery with high quality standards in all activities of the team. Ensure compliance with the Staff Rules and Regulations, human resources and anti-fraud policies and with best practices standards. Monitor compliance, ensure the implementation of agreed audit recommendations and establish relevant internal controls.

b. Serve as a liaison between administration and employees by handling questions, interpreting and administering contracts and helping resolve employees inquiries and concerns. Serve as primary point person for benefits management issues and needs for WIPO staff including\: managing benefits, evaluating cost effectiveness of benefits, proactively developing resources to inform staff.

c. Establish and maintain clear, responsive and accessible HR systems to support operations. Ensure accuracy and confidentiality of data stored in employees files. Spearhead the development of data collection systems to optimize data quality, and create and present relevant HR data to help inform strategic decision-making.

d. Develop and lead HR best practice within the HR Operations Service and as it relates to WIPO’s HR strategy; embracing and driving innovation and change through consultation with key stakeholders and establishing and maintaining collaborative, open and regular communications pertaining to current and planned HR changes. Build effective relationships across the organization and become a trusted advisor to stakeholders.

e. Promote management excellence in the HR Operations Service by ensuring accountability and demonstrating high level of skill in the management of staff resources, including systematic and equitable performance management, identifying Key Performance Indicators based on best practice benchmarks for HR Operations and supporting the ongoing development of the team. Effectively manage the human and financial resources (budget planning, management and monitoring) of the HR Operations Service and ensure both are optimally utilized.

f. Provide guidance to senior management on the administration of staff members’ entitlements and pension and insurance schemes, and have the authority to negotiate solutions on sensitive or complex problems with client managers. Represent the Organization at international and inter-organizational meetings and negotiations on HR Policy questions relating to the work of the Service.

g. Oversee and guide the analysis of proposed changes in Rules, Regulations, policies and/or standards, including from UN wide initiatives as they relate to the work of the HR Operations Service. Provide advice to the Director, formulate WIPO’s response, and prepare related strategic papers allowing senior management to determine the Organization’s position and the impact on the Organization’s HR management operations. Contribute to the development of HR solutions that add value to the business,

h. Perform other related duties as required.

3. Requirements

Education (Essential)
Advanced university degree in human resource management, public or business administration, law, social sciences or related field. A first level degree in any subject with two years of experience in addition to the required experience may be accepted in lieu of an advanced degree.

Experience (Essential)
At least ten years of relevant professional work experience, of which five at the international level, in the area of human resources management, including experience as an HR Operations Manager. Substantial managerial experience in a Senior HR role working closely with the business.

Experience (Desirable)
Experience in HR management in the private sector.
Experience driving the transformation of an HR operations function through the use of new technologies.

Language (Essential)
Excellent knowledge of written and spoken English.

Languages (Desirable)
Knowledge of other official UN languages, particularly French.

Job Related Competencies (Essential)
Excellent knowledge of modern HR administration theories and procedures within international private or public administration.

Excellent managerial skills and ability to lead by example and to motivate and support staff towards meeting challenges and achieving objectives, promoting ownership and responsibility at all levels.

A sense of discretion and a high degree of professionalism.

Strong conflict resolution and negotiation skills.

Ability to communicate effectively both orally and in writing and advice on sensitive and contentious issues with tact and discretion.

Proven ability to give, deny or ask for information in a tactful and friendly manner.

Ability to identify key strategic issues, opportunities and risks. Critical thinking to balance complex situations and think with a combination of set-in-stone processes and outside-the-box thinking.

Excellent interpersonal skills and ability to maintain effective partnerships and working relations in a multi-cultural environment with sensitivity and respect for diversity.

Excellent decision-making skills, reliable judgement and discretion.

Excellent time management and work organization skills.

A strong attention to detail is required.

Highly computer literate, competent user of Microsoft Office applications (Word, Excel, Outlook, PowerPoint) and related business and communications tools, the internet and social media, HR information management systems, and ability to adapt quickly to new systems.

Ability to drive change and support the transformation of HR through the use of new technologies.

Knowledge of human resources case law within the UN common system or knowledge of labor law in a specific country.

Job Related Competencies (Desirable)

Interest for the work of WIPO and intellectual property.

Good knowledge of RBM practices and approaches.

4. Organizational Competencies

1. Communicating effectively
2. Showing team spirit
3. Demonstrating integrity
4. Valuing diversity
5. Producing results
6. Showing service orientation
7. Seeing the big picture
8. Seeking change and innovation
9. Developing yourself and others