Regional Service Associate

United Nations Development Programme, Dakar, Senegal

Skill Required:, Finance and AccountsIT and ICT
Preferred Experience: 
7 to 10 Year
Closing Date for Applications: 
27th January, 2021


Job Description

Background

In May 2019, The United Nations Development Programme (UNDP) approved the expansion of services of its Global Shared Services Unit (GSSU). With offices in Copenhagen, Kuala Lumpur and Istanbul, the GSSU services over 180 countries, 40,000 personnel and more than 40 other UN Agencies and Organizations. Through its functional lines, GSSU ensures high quality and timely delivery of human resources, financial and procurement services as well as information and innovative tools to its various clients and stakeholders.

The Global Shared Services Unit (GSSU) within the Bureau for Management Services (BMS) supports all UNDP offices and units with the provision of transactional services. This includes a core set of transactions in Finance and HR that are already being handled by the Global Shared Service Unit (GSSU) in Kuala Lumpur. The GSSU is led by the Director, who reports to the Director of Bureau for Management Services (BMS).

The Regional Service Associate will be required to work closely with all UNDP Offices to provide Tier-1 services in respect of all clustered services consistent with UNDP policies and procedures. Reporting to the Regional Service Analyst, the Regional Service Associate works collaboratively within the Contact Centre team, with GSSU personnel and Clients with a client-oriented approach. The Regional Service Associate works in close collaboration with GSSU Service Teams and supports knowledge management within GSSU.

Duties and Responsibilities

Under the supervision of the Regional Service Analyst, the Regional Service Associate performs the following functions:

Assists in providing Tier 1 transactional services which include responding to client queries and issues. The Regional Associate supports the gathering of client information and issues and supports the provision of solutions:

  • Respond to client questions and queries by reviewing Frequently Asked Questions, Standard Operating Procedures, and UNDP regulations, rules, policies and procedures. Keeping client regularly informed of cases channeled through the GSSU Contact Centre for resolution.
  • Channeling client suggestions, concerns and issues to the relevant GSSU service team leader, following up the responses in order to ensure timely client feedback.
  • Supporting processing of GSSU transactions, where authorized.

Supports collection of client data for analysis and supports maintaining of up to-date and accurate online resources and sites of the Contact Centre. Supports communication with the GSSU Service Delivery teams and with GSSC clients, based on facts:

  • Support submission of GSSU Contact Centre monthly reports and analysis to the GSSU Client Management Team reflecting number of cases, types of queries and performance against GSSU Contact Centre key performance indicators.
  • Ensuring GSSU Contact Centre internet page and other online resources are up to date with complete and accurate information including Frequently Asked Questions, Standard Operating Procedures and documents to support Country offices.
  • Provide Up-to-date information to the Strategic Performance and Client management Service and the GSSU Service Delivery teams to facilitate timely and accurate information concerning the operations of the GSSU Contact Centre to Clients.

Assists in the development of training materials for in-person or online training of clients:

  • Organization of training of GSSU, Regional and Country Office staff on GSSU service delivery streams (financial, procurement and Human Resources management)
  • Synthesis of lessons learnt and best practices in GSSU Service delivery lines (financial, procurement and Human Resources management).
  • Sound contributions to knowledge networks and communities of practice on yammer and other communication channels of GSSU.

Assists in the development of training materials for in-person or online training of clients:

  • Organization of training of GSSU, Regional and Country Office staff on GSSU service delivery streams (financial, procurement and Human Resources management).
  • Synthesis of lessons learnt and best practices in GSSU Service delivery lines (financial, procurement and Human Resources management).
  • Sound contributions to knowledge networks and communities of practice on yammer and other communication channels of GSSU.

Supports maintenance of knowledge management sites, frequently asked questions and assists in the knowledge management activities of the Team. Supports clients to navigate knowledge management online resources:

  • Support integration of client management sites and tools in GSSU.
  • Documents best practice, drafts wiki and knowledge management articles on innovative processes and procedures.
  • Support development of innovative client management and quality assurance approaches for GSSU services.
  • Contribute to studies initiated to improve GSSU services, including time in motion, costing and other initiatives.

Required Skills and Experience

Education:

  • Secondary Education with specialized certification in Business Administration, Accounting, and/or Finance. University degree in Finance, Accounting or Business Administration desirable, but it is not a requirement.

Experience:

  • Minimum 6 years of relevant experience with Secondary education or 3 years with Bachelor’s Degree in office management, operations, accounting or finance
  • Experience in working in a computer environment using multiple office software packages, ERP systems, preferably PeopleSoft
  • Experience working in UNDP Country Offices is required
  • Experience in supporting clients required
  • Knowledge of spreadsheet and database packages required
  • Experience in handling Client Relationship Management (CRM) applications or business analytics systems is an advantage

Language Requirements:

  • Fluency in English and French is a requirement. Working knowledge of other UN languages is an asset.

Source:https://jobs.partneragencies.net/erecruitjobs.html?JobOpeningId=34678&HRS_JO_PST_SEQ=1&hrs_site_id=2


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