This is a project based post located under the Capital Master Plan funded WIPO IP Portal Program. The program is aimed at introducing a single common IT platform (hereinafter referred to as “the WIPO IP Portal”), which connects the multiple IT platforms supporting the WIPO Global IP systems and the services of the WIPO Arbitration and Mediation Center (AMC). The WIPO IP Portal provides a single entry portal to users of WIPO Global Protection systems services and AMC services via a single WIPO account for each user and implement a user-friendly navigation policy with a common user interface and a central payment portal using a new global payment system.
Purpose Statement:
The main role of the incumbent is to manage the Customer Experience Project, typically involving the development and management of plans and strategies for further integration of WIPO online services, with the aim of improving customer satisfaction by focusing on ease of use for novice users and subject-matter experts. In addition, the role also requires designing strategies for promoting the IP Portal to a wider audience and managing the implementation of new features and utilizing the necessary resources and skills, within agreed parameters of cost, timescales, and quality.
Duties and Responsibilities:
The incumbent will perform the following principal duties:
Oversee the definition, documentation and successful completion of all phases of the project. Identify, analyze, plan and design project objectives, approach and scope based on business needs; manage the implementation, documentation and realization of benefits for the project.
Manage realistic project schedules; monitor project milestones, and key performance indicators; identify and resolve potential issues; track actual vs. projected expenses, analyze variances, and forecast expenditures; propose project risk remediation to project boards for review and decision-making; develop dashboards and other monitoring tools to track and effectively communicate to senior management the implementation progress.
Collaborate with all project stakeholders, taking into consideration their views and addressing issues; ensure that products and services are aligned with expectations and business needs.
Ensure the project is using best practice and keep abreast of technology developments in the context of IT application integration and user experience.
Lead and supervise the project team consisting of internal project team members and external service providers; empower and motivate the team and encourage a sustainable pace with high levels of quality; monitor and evaluate team performance against plans.
Estimate costs, timescales and resource requirements for the successful delivery of the project to the agreed terms of reference; monitor costs, timescales and resources used, and take action where these deviate from agreed tolerances; maintain required financial records, using appropriate tools, for compliance and audit.
Ensure the elaboration of documents for tendering exercises, evaluate responses and coordinate the selection of service providers and vendors. Organize requirements into appropriate categories, clarify specifications of products and services to be procured; initiate and follow RFPs.
Act as the liaison between the Organization and suppliers, owning the relationship regarding the contracts on behalf of the Organization, enabling all communications to take place effectively and efficiently.
Substantively contribute to the preparation of WIPO Program and Budget and Performance Reports, with an emphasis on data validation and analysis related to the Project activities.
Ensure that the project is formally closed and, where appropriate subsequently reviewed, and that lessons learned are captured and auctioned; produce appropriate documentation to support this process.
Perform other related duties as required.
Requirements:
Education:
Advanced university degree in management, information technology or a related field. A first-level university degree plus two years of relevant experience in addition to the experience requested below may be acceptable in lieu of an advanced university degree.
Certification in project management, e.g. PRINCE2, Managing Successful Programs or Agile.
Education:
Certification in software development, data management or cloud service providers.
Experience:
At least seven years of relevant professional experience, including in managing medium to large projects with direct business impact; using industry standard program and project management methodologies, tools, and program and project planning and control techniques, including budget control.
Experience in process improvement and standardization.
Experience in Business Analysis processes and methodologies.
Experience in an international environment.
Experience (Desirable)
Experience in international IP registration systems.
Experience managing CX and UX teams for online services.
Language:
Excellent knowledge of written and spoken English.
