Common Services Manager
The Common Services Manager is responsible for the reliable and cost-effective delivery of Common Services at UN City in Copenhagen, Denmark, under the 2030 Vision for the UN City and as agreed by the participating UN agencies (UNOPS, WHO, UNDP, UNICEF, UNHCR, UNFPA, UNEP, WFP, UN Women, IOM).
The Common Services Manager works under the overall guidance of the UN Country Team in Denmark (UNCT), and under the direct supervision of the Director of UNDP Nordic Representation Office in Copenhagen.
The Common Services Manager is responsible for the strategic and transparent management of the financial and human resources of the UN City Common Services Unit in compliance with UNDP Rules and Regulations, as well as the efficient management of administrative and logistical services. The Common Services Manager is also responsible for providing other services under the umbrella of Common Services such as mail/courier, reception, asset management, meeting room management, canteen services, etc.
In the context of the UN City, the Common Services Manager is responsible for:
- Ensuring “service-oriented” delivery and relationships with all UN agencies and other stakeholders
- Maintaining strong working relationships with the relevant Government counterparts and other external stakeholders
In addition, the Common Services Manager is expected to continuously monitor the technical operating environment, in order to regularly report and present to the UNCT and advise the UNCT on agreements with the host government, as well as prepare for quick readjustments of the common services offerings.
The key results of the Common Services Manager have a strong impact on the overall economy, efficiency, and effectiveness of Common Services in relation to the smooth delivery of services to the UN Agencies and other stakeholders, which include approximate personnel strength of 1800.
1) Ensures reliable and cost-effective Common Services focusing on achievement of the following results:
- A robust shared premises service package for all Agencies and future development of additional services, and strategic management of common services provisions.
- Updating of Internal Control Frameworks to document all critical workflows.
- Assuring a sound and regularly updated Business Continuity Plan.
- Establishment of management targets and monitoring and reporting achievement of results, including service quality.
- Elaboration of strategic approach to implementation of Common Services in line with UN reform, the latest developments in common services and the best practices.
- Provision of advice on strategies, policies and plans affecting Common Services operations, delivery of practice advisory, knowledge and learning services.
- Establishment of a strong relationship with Danish Government including negotiation of budgets and grants related to the UN City, including regular monitoring and reporting of the grant.
- Common Services business processes mapping and establishment of internal Standard Operating Procedures in Finance, Human Resources Management, Procurement, Logistical services, Results Management.
- Constant monitoring and analysis of the UN City operating environment, quick readjustment of the operations, advice on legal considerations and risk assessment.
- In cooperation with WHO experts, development and implementation of sound conference room and auditorium administration system and the proper workflow ensuring transparency of the processes and integration with other common services functions.
- Secretariate of UN City Operational Management Team (OMT) and other inter-agency working groups where relevant.
- Development, management, and reporting on annual Common Services work plan.
2) Ensures efficient and accurate financial resources management focusing on achievement of the following results:
- Prepare annual budgets and cost recovery systems for agreed common services and the Common Services unit for UNCT approval.
- Monitor and prepare regular management reports of expenditures of common services and the Common Services Unit for UNCT review.
- Proper management of the contributions management business process and accounting for contributions to ensure that the money due to UN City Common Services is properly identified, consistently and uniformly classified, recorded on a timely basis, and received with sufficient supporting documentation.
- Organize cash management processes, including liquidity management, risk management, bank relationship management, timely accounting and reconciliation of all transactions.
- Monitor financial exception reports for unusual activities, transactions, and investigate anomalies or unusual transactions.
- Develop long term plans for asset replacement.
3) Ensures strategic Common Services human resources management focusing on achievement of the following results:
- Recruitment, staff development and supervision of staff for the UN City Common Services Unit.
- Provision of efficient human resources management, ensuring compliance with corporate human resources policies and strategies.
- Maintain effective performance management systems.
- Optimally staff the Common Services unit.
- Create a positive team environment where team members are able to perform optimally, respond to challenges creatively and collaboratively.
- Identification of sources of information related to common services management;
- Sound contributions to knowledge networks and communities of practice.
- Knowledge building and sharing with regards to management and operations in the Common Services Unit, organization of the operations staff trainings, synthesis of lessons learnt/best practices, and sound contributions to UN knowledge networks and communities of practice.
4) Ensures Client Satisfaction focusing on achievement of the following results:
- Strong relations with external parties such as Government agencies, public service providers, and UN funding partners.
- Commitment to a client-oriented approach in all areas of management.
- Ensure that all services are provided at agreed service levels.
- Assure all clients’ needs are satisfied, which include in-house UN entities and their staff.
- Contribute to improving client services on a continuous basis by establishing collaborative arrangements with partners, a CRM system, and appropriate operational partnership arrangements.
- Regular and appropriate reporting to internal UN and external clients and timely feedback on service requests.
- Develop transparent systems for assessing and communicating on ‘client’ satisfaction.
- Supervision and performance management and development of approximately 70 people
Core Competencies - UNDP Core Competencies can be found here.
- Achieve Results - Level 4: Prioritize team workflow, mobilize resources, drive scalable results/strategic impact
- Think Innovatively - Level 4: Easily navigate complexity, encourage/enable radical innovation, has foresight
- Learn Continuously - Level 4: Create systems and processes that enable learning and development for all
- Adapt with Agility - Level 4: Proactively initiate/lead organizational change, champion new systems/processes
- Act with Determination - Level 4: Able to make difficult decisions in challenging situations, inspire confidence
- Engage and Partner - Level 4: Construct strategic multi-partner alliances in high stake situations, foster co- creation
- Enable Diversity and Inclusion - Level 4: Create ethical culture, identify/address barriers to inclusion
People Management Competencies
UNDP People Management Competencies can be found here.
Cross-Functional & Technical Competencies
- Change management: Ability to prepare, support, and help individuals and teams in designing and implementing organizational change
- Results-based management: Ability to manage programme and projects with a focus at improved performance and demonstrated results
- 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 concern.
- Operations Management: Ability to effectively plan, organize, and oversee the Organization’s business processes in order to convert its assets into the best results in the most efficient manner; Knowledge of relevant concepts and mechanisms
Business Direction and Strategy:
- Business Acumen: Ability to understand and deal with a business situation in a manner that is likely to lead to a good outcome; Knowledge and understanding of the operational frameworks in the organization and ability to make good judgments and quick decisions within such frameworks
- System Thinking: Ability to use objective problem analysis and judgement to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact on other parts of the system
- Knowledge of applicable legal framework: Understanding of the legal norms as applied to the United Nations in general, and to UNDP in particular. This includes an understanding of the structure, functioning and operations of UNDP within the broader UN system and the application of international treaties, including the UN Charter, GA resolutions, the relevant basic country assistance agreement and UN system-wide legal instruments, as well as an understanding of the internal legal framework (financial regulations and rules, policies, and procedures) of UNDP.
- Advanced (Master’s) University Degree in Business Administration, Public Administration, Accounting or related field
- A minimum of 10 years of relevant experience at the national and international level in managing large operational settings, providing management services and managing staff in multicultural environments with a UN entity;
- Experience in implementation and monitoring Action Plans involving multiple UN entities, UNCTs, and UN inter-agency bodies to ensure effective operational common support office structure is desirable.
- A proven track record of successfully managed common services/business or operations center in a multi-user setting is desirable.
- Experience in the usage of computers and office software packages as well as experience in handling of web-based management systems and ERP systems.
- Experience of accrual accounting, IPSAS is highly desirable.
- A proven track of excellent communication skills both oral and written.
- Proven track record in delivering client satisfaction.
- Fluency in English required;
- Knowledge of Danish Language is desirable.