Chief of Business Transformation (Innovation and Support), P5, UNICEF Global Shared Services Centre, Budapest, Hungary (Not for Hungarian nationals)

UNICEF Global Shared Services Centre (GSSC) was set up in 2016 and has established itself as a solid service provider to UNICEF offices around the globe. In line with current best practices of shared services centers UNICEF is expanding the vision of its GSSC to aggregate transactional and common activities into a consolidated stand-alone globally integrated business services unit, built on the principles of consolidated technologies, embedded analytics, end-to-end process optimization, global process ownership and global integration. In this context, the GSSC would like to take its focus on business process improvement and innovation to a new level, by developing new business solutions via process redesign and optimization, robotic process automation, system integration, digitization workflows, Artificial Intelligence, and Advance Data Analytics, while maintaining end to end focus for processes.

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, a calling

We are committed, passionate, and proud of what we do.  Promoting the rights of every child is not a job, it’s a calling.

UNICEF’s Global Shared Services Centre (GSSC) provides services to UNICEF offices around the world in the areas of Finance, Master Data Management, Human Resources Administration, Payroll, and IT Customer Care.

Our mission is to be a Centre of Excellence for the global delivery of efficient services within a culture of customer service, continuous business improvement, knowledge-sharing and innovation to support the effective achievement of UNICEF's programme results worldwide. ​

GSSC has won the 2019 Business Services Firm of the Year in Hungary, 26 regional awards announced at the Central and Eastern European Business Services Summit & Awards held in Warsaw, Poland.

How can you make a difference?

The Chief of Business Transformation (Innovation and Support) leads the business process improvement team as well as teams working on customer care, technology support, data analytics and project management, with the overall goal of developing modern business solutions.

This will involve:

Business Innovation and solutioning

• Assist the GSSC Director in strategic decision making around business innovation to help ensure optimization and modernization of UNICEF business processes.
• Lead the formulation, planning and preparation of business modernization and solutioning initiatives, including operational savings and enterprise business benefits based on cross-functional consolidation, process optimization and horizontal integration, developing modern processes and tools to drive modernization of UNICEF business processes.
• Supervise all stages of business process improvement by providing timely direction, guidance and technical support to the team throughout the process, while working in close collaboration with other sections in GSSC to ensure stakeholder consultations, overall change management and communication around these initiatives.
• Champion project management disciplines and provide the processes, structures, and tools for individual project management and program management across the transformation.
• Leverage the use of technology, best business practices, project management, data analytics, creativity and innovative thinking for better business intelligence, decision support and knowledge management.
• Ensure adoption of business intelligence and analytical tools to facilitate evidence-based decisions making. Ensure that processes are redesigned and optimized as part of the implementation of Robotics Process Automation (RPA), systems integration and Artificial Intelligence where relevant.
• Liaise with UNICEF Division of Information and Communication Technology (ICTD) and other business policy owner Divisions in the development of appropriate solutions.
• Identify and exchange best practices in learning and knowledge management in Business Innovation and Solution. Ensure development of knowledge articles and training material for implementation of new processes and solutions.

Ensure customer and technology support

• Ensure developed business solutions work as intended and are integrated and supported in UNICEF Customer Care set-up.
• Supervise UNICEF Customer Care, data analytics and technology support functions in GSSC, ensuring business solutions are efficiently and effectively supported within the agreed service level and quality standards.
• In close collaboration with UNICEF Division of Information and Communication Technology (ICTD), ensure the maintenance and continuous development of a robust ICT infrastructure for GSSC and business solutions offered by GSSC.
• Contribute to the design and establishment of the Business Continuity Plan in identifying business transformation structures and business process that would enable the GSSC to function in event of emergencies. In consultation with the GSSC Director, and other key staff coordinate and provide assistance to the GSSC in identifying support requirements in terms of ICT platforms and infrastructure.

Leadership and management of staff

• Provide leadership to the section and its staff, promote personal development and professional excellence, and actively support engagement and inclusion.
• Lead and develop staff through coaching, mentoring, and ongoing real time feedback. Identify and oversee opportunities for learning and career development for staff in the section.
• Ensure cross-sectional collaboration as well as collaboration across streams within the section.
• Proactively manage employee relations and promote employee engagement.
• Promote management accountability, performance excellence, inclusive environment and work life balance in the office.
• Promote and foster innovations, innovative thinking and allow staff in the section to take calculated risks to explore new ways of doing things.

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

• An Advanced University Degree (Master’s and above) in one of the following areas is required: Business management; (computer science; Data science; software engineering); Leading Innovation; Digitization or Change Management. Relevant Project Management qualification (Agile, PMP, PRINCE2).
• A minimum of 10 years of professional experience, at the national and international level, is required, specifically in advocating and implementing strategic organizational initiatives in one or more operations management area including budget; financial management and reporting; facilities management; information and communication technology; human resources.
• Proven experience in strategic and managerial leadership is required.
• Experience working with diverse stakeholder groups or multi-stakeholder partnership is highly desirable.
• Experience with digital workflows and variable data management highly desirable.
• Experience in a UN system agency, large private or public company, or experience working in a developing country and/or humanitarian/ emergency context is an asset.
• Experience in managing successful client-oriented work units is an asset.
• Experience in working with corporate Enterprise Resource Planning ERPs, CRMs or Case Management tools and proven track record of successful change management.
• Proven experience in conducting business process improvement and process automation
• Experience operating within and/or managing complex information technology systems that are fundamental to the customer experience.
• Fluency in both spoken and written English is required. Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) is an asset.

For every Child, you demonstrate...

UNICEF's values of Care, Respect, Integrity, Trust, and Accountability (CRITA).

The UNICEF competencies required for this post are...

• Nurtures, Leads and Manages People (2)
• Demonstrates Self Awareness and Ethical Awareness (2)
• Works Collaboratively with others (2)
• Builds and Maintains Partnerships (2)
• Innovates and Embraces Change (2)
• Thinks and Acts Strategically (2)
• Drives to achieve impactful results (2)
• Manages ambiguity and complexity (2)

To view our competency framework, please visit here.

Remarks:

The hiring manager may apply other criteria within the context of the job requirement, beyond the minimum requisites for shortlisting.

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.

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.

UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.

International Professional (IP) staff are recruited internationally and serve in duty stations outside their country of nationality. Mobility is a condition of international professional employment with UNICEF and an underlying premise of the international civil service.