Operations Associate, Efficiency and Quality Assurance, Volunteer Solutions Section

Background Diversity, Equity and Inclusion are core principles at UNDP: we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a ‘leave no one behind approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and inspiring stories. UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

The Volunteer Solutions Section (VSS) develops policies and solutions to support the mobilization of UN Volunteers and Online Volunteers across the UN system. VSS is responsible for providing robust and innovative volunteer service offers to the UN system, including consolidated volunteer types and categories, policies, talent acquisition (sourcing to recruitment) and volunteer engagement and management expertise.

VSS works in close collaboration with all UNV units (Headquarters, Regional Offices, and Field Units) to provide relevant products and tools to support volunteer mobilization.

Reporting to the Operations Specialist, Efficiency and Quality Assurance, the Operations Associate, Efficiency and Quality Assurance monitors the delivery of efficient and high-quality volunteer cycle services to stakeholders. The incumbent works in close collaboration with all VSS functional teams, VSC, Regional Offices, Field Units, and other relevant subject matter experts and external stakeholders contributing to the provision of operational services to candidates, UN Volunteers and host entities. She/he promotes a collaborative, client-oriented approach and supports the maintenance of high-quality service delivery and client satisfaction. Duties and Responsibilities 1. Operations management, efficiency and quality assurance

• Monitor operations efficiency at all stages of the volunteer cycle against key performance indicators;
• Monitor quality of operations at all stages of the volunteer cycle against the UN Volunteers Conditions of Service (COS) and applicable UNV and UN policies and procedures;
• Conduct extensive analysis of quantitative and qualitative data pertinent to UNV operations and quality assurance measures;
• Identify efficiency and quality anomalies and advise on remedial structural and procedural actions to accelerate deployment speed, minimize errors, improve end-user satisfaction, as well as reduce effort and cost;
• Develop tools such as periodic, automated checks, reports, and surveys to facilitate pro-active operations monitoring and mitigation;
• Implement efficiency, quality assurance and other improvement initiatives in line with UNV business objectives and strategies;
• Troubleshoot and correct complex transactions when necessary to minimize impact on end users, and guide relevant staff to prevent repetition.

2. Facilitation of knowledge building and knowledge sharing

• Provide input to the design of training materials and corporate activities towards building staff capacity at headquarters, regional and country levels on matters pertaining to operational efficiency and quality assurance;
• Provide guidance on efficiency and quality data interpretation to relevant UNV staff to strengthen volunteer solutions offered to UN partners;
• Synthesize and share lessons learned and other pertinent knowledge for operational improvements;
• Engage with, learn from, and make sound contributions to knowledge networks and communities of practice;
• Draft communications on volunteer operations efficiency and quality for dissemination to external audiences (UN Volunteers and host entities) for information and to internal audiences for management decisions and implementation.

3. Management support

• Keep abreast of efficiency and quality assurance trends and best practices in and outside of the international and non-profit sectors;
• Give input on work plan and its implementation;
• Draft proposals and reports for business unit and corporate use in collaboration with the Operations Specialist;
• Produce inputs to corporate reporting and audit requirements;
• Act as data focal point;
• Backstop for the Operations Associate, Service Desk during absences;
Perform other duties as may be required.

Competencies Core:

Achieve Results

• Plans and monitors own work, pays attention to details, delivers quality work by deadline

Think Innovatively

• Open to creative ideas/known risks, is pragmatic problem solver, makes improvements

Learn Continuously

• Open minded and curious, shares knowledge, learns from mistakes, asks for feedback

Adapt with Agility

• Adapts to change, constructively handles ambiguity/uncertainty, is flexible

Act with Determination

• Shows drive and motivation, able to deliver calmly in face of adversity, confident

Engage and Partner

• Demonstrates compassion/understanding towards others, forms positive relationships

Enable Diversity and Inclusion

Appreciate/respect differences, aware of unconscious bias, confront discrimination

Cross-Functional & Technical competencies

Data literacy

• Understand the potential as well as the limitations of using data driven innovation;
• Ability to use a mix of data sources (quantitative, qualitative or real-time techniques) to develop understanding; identify patterns to inform decision making or identify opportunities for further exploration.

Effectiveness

• Project Quality Assurance

Operations Management

• Ability to effectively plan, organize, and oversee the Organizations business processes to convert its assets into the best results in the most efficient manner.
• Knowledge of relevant concepts and mechanisms.

Communications

• Communicate in a clear, concise, and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience.
• Ability to manage communications internally and externally, through media, social media, and other appropriate channels.

Collective Intelligence Design

• Ability to bring together diverse groups of people, data, information, ideas, and technology to solve problems and design solutions or services.
• Knowledge and understanding of Collective Intelligence Design principles, methodology and practices.

Knowledge Facilitation

• Ability to animate individuals and groups, internally and externally, and to design and facilitate activities, to share and exchange knowledge, information and ideas.
• Knowledge of tools and approaches to stimulate active participation, contribution, and exchange.

Required Skills and Experience Education:

• Secondary education with specialized training in human resources, public/business administration, or related field;
• University degree in human resource management, public/business administration, or related field is desirable but not a requirement.

Experience:

• Minimum of 7 years (with High school diploma) or 4 years (with bachelors degree) of relevant experience in personnel management, client service, and/or quality assurance;
• Experience in MS Office 365 with advanced knowledge of spreadsheet and database packages is required
• Experience working with web-based management systems/ERPs is required
• Experience with Salesforce Service Cloud would be an asset;
• Experience in an international or non-profit context would be an asset;
• Experience working with volunteers would be an asset.

Language requirements:

• Fluency in English
• Proficiency in Spanish, French or another UN official language would be an asset.

Disclaimer

• Only short-listed applicants will be contacted.
• The successful candidate will hold a UNDP letter of appointment.
• This post is for local recruitment only. It is open to citizens of the European Union (EU) member states or holders of residence and unlimited work permits for Germany. All travel, interview and relocation costs, if any, incurred to take up an appointment at the duty station in Bonn are at the expense of the applicant.

Important information for US Permanent Residents (Green Card holders) Under US immigration law, acceptance of a staff position with UNDP, an international organization, may have significant implications for US Permanent Residents. UNDP advises applicants for all professional level posts that they must relinquish their US Permanent Resident status and accept a G-4 visa, or have submitted a valid application for US citizenship prior to commencement of employment. UNDP is not in a position to provide advice or assistance on applying for US citizenship and therefore applicants are advised to seek the advice of competent immigration lawyers regarding any applications. Applicant information about UNDP rosters Note: UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements. Non-discrimination UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles. UNDP is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status. Scam warning The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.