UN Client Services Officer Job Opportunities – United Nations Regional Service Centre Entebbe (RSCE)
Job Title: Client Services Officer
Organization: United Nations Regional Service Centre Entebbe (RSCE)
Duty Station: Entebbe, Uganda
Job Opening Number: 18-Programme Management-RSCE-104110-J-Entebbe (M)
Reports to: Customer Service Delivery Manager
Job Grade: P3
About RSCE:
The Regional Service Centre Steering Committee is the decision-making body for RSCE, in compliance with General Assembly resolutions, United Nations Secretariat rules and regulations, strategic guidance from United Nations Headquarters and oversight bodies. The Steering Committee consults with the Global Field Support Strategy Implementation Coordination Team, as required.
The Regional Service Centre, as approved by the Member States, is owned, managed and staffed by the regional missions it serves. This framework reinforces the existing missions’ chain of command structures and lines of authority in a manner that does not create an additional layer between Headquarters and the regional missions. It also ensures that staffing for RSC.
Job Summary: The Client Services Officer will develop a client-oriented culture aimed at improving the level of services provided to RSCE clients’ Missions. The Client Services Pillar works closely with the Service Delivery Managers and Service Line Managers in assisting them to handle clients’ queries. While the technical expertise and subject matter experts required to respond to various queries are embedded within the Service Delivery Pillars, the Client Service Pillar is the interface between service delivery and the clients.
Key Duties and Responsibilities: Within delegated authority, the Client Services Officer will oversee the work of the Client Support Unit within the Client Services Pillar and under the overall supervision of the Customer Service Delivery Manager will be responsible for the following duties:
Client Service Responsibilities:
- Ensure services are delivered to RSCE clients in line with agreed controls and procedures, Service Level Agreements (SLA) and Key Performance Indicators (KPIs);
- In close collaboration with the Knowledge Management and Client Relationship Unit, Strategic Planning Unit and the Chief Human Resources Officer, contribute to the planning and implementation of the knowledge management strategy of the Centre as relates to the Client Services Pillar;
- Initiate and support continuous improvement opportunities (both system and procedural);
- Ensure availability of information on the key performance indicators of the Client Service Pillar, for action by the Analysis and Reporting Team;
- Manage the call centre and ensure the development and management of the call centre scripts as well as related process documentation and system enhancements;
- Support the establishment of the RSCE hub-and-spoke model with client missions, working closely with mission counterparts to ensure the Client Support Units are operational;
- Ensure the development, implementation and monitoring of the support mechanisms and enabling technologies in close coordination with Regional Information and Communications Technology Service (RICTS);
- Work closely with the Knowledge Management Officer in the Shared Services Pillar to ensure communication is effectively delivered and concerns are being addressed appropriately.
Operational Responsibilities:
- Support recruitment, staffing, and on-boarding processes as appropriate for the unit including training, mentoring, systems access, and change management processes to support staff who have been reassigned to the pillar from other functional areas;
- Provide input to RSCE talent management programme, and implement for the unit;
- Oversee performance management processes and complete performance evaluations for staff under his/her supervision;
- Oversee time management processes (e.g., time approval, scheduling, etc.), for staff under his/her supervision;
- Manage, coach and mentor the team to continuously improve performance and achieve individual and team objectives;
- Coordinate and liaise closely with key stakeholders as well as RSCE Management, as appropriate;
- Report on the operational and strategic objectives of inquiry services of the pillar (which is the Tier 1 support), to the transactional services in Tier 2 (the RSCE Service Line Processing Teams), and those escalated to Tier 3 (UNHQ, Client Missions, External Vendors and other Implementing Partners).
General Responsibilities:
- Develop the overall strategy of the Contact Centre and implement the strategy for client experience;
- Support the implementation of the Hub–and-Spoke model for the RSCE client support; Client analytics and reporting;
- Review and provide input for the drafting of the Service Level Agreement and ensure it is monitored with regard to the Pillar’s areas of responsibility
- in charge of the quality monitoring and call recording; and, Customer insights.
- Manage overall day-to-day client relationship under the supervision of the Client Service Manager;
- Monitor Client Service KPIs as well as collaborate with other Managers to drive strategies to achieve positive customer experience;
- Ensure staff handling the Contact Centre have the training and tools to meet and exceed customer service expectations. Serve as point of contact for any case escalations from the Contact Centre staff;
- Work closely with the client counterpart to resolve escalated issues;
- In close coordination with the Client Service Manager, monitor and manage staff ratios to ensure customer needs and Tier 1 volume inquiries are being met;
- Ensure effective and optimal Tier 1 service delivery as per the defined and agreed upon service level agreement;
- Support Tier 1 service delivery specific risk assessment and mitigation strategy;
- Support client and mission visits to improve communication and problem solving with clients;
- Uphold UN values, culture, and positive work environment at the RSCE to build a sense of community, two ways communication with client and interaction with the centre and continuous improvement at RSCE;
- Work closely with the client mission counterparts to resolve escalated issues.
- Perform other related duties as required.
Qualifications, Skills and Experience:
- The ideal candidate for the United Nations Regional Service Centre at Entebbe (RSCE) Client Services Officer job placement should hold an advanced University degree (Master’s degree or equivalent) in business or public administration, project management, social sciences, or related field is required. A first level university degree in combination with qualifying experience may be accepted in lieu of the advanced university degree. Professional Designation of Certified Customer Service Professional (CCSP) and/or PMP, CIPD and SHRP, is desirable.
- At least five years of progressive experience in a programme management or customer services function in an international humanitarian organization, with at least 2 years in a shared services environment is a requirement.
- Experience developing and implementing processes, procedures, systems and / or standards or similar international or non-governmental organization(s) is required.
- At least 2 years’ experience in a customer service role is desirable. Knowledge and experience in the use of SAP/ERP is desirable.
- Hands on experience with Human Resources/Administrative and/or Financial procedures and knowledge of Information Management Systems in governmental or non-profit organization is desirable.
- Knowledge in the management of a Cisco telephony systems is desirable.
- Working experience in conflict or post-conflict settings in field operations in the United Nations or similar international or large-scale non-governmental organizations is desirable.
- Experience with business process management (BPM) tools (e.g. Groupware systems & KM 2.0, the intranet and extranet, Data warehousing, data mining, on-line analytical processing (OLAP) technology, Decision Support Systems, Content management systems, Document management systems, Artificial intelligence tools, Simulation tools, Semantic networks, Visio or related tools), is desirable.
- Languages: fluency in English (both oral and written) is required. A working knowledge of French is desirable.
Competencies
- Professionalism: Ability to ensure adequate preparation of reports or rationale with respect to key logistics and administrative decisions; Takes opportunities to increase productivity and contribute to the Organization; Sets challenging goals and works hard to accomplish those goals; Demonstrates a proactive nature and exceptional initiative; Sets and meets aggressive commitments; Show pride in work and achievements; Demonstrates professional competence and mastery of subject matter; Is conscientious and efficient in meeting commitments, observing deadlines and achieving results; Is motivated by professional rather than personal concerns; Shows persistence when faced with difficult problems or challenges; remains calm in stressful situations; Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work.
- Client Orientation: Considers all those to whom services are provided to be “clients” and seeks to see queries and requests for services from clients’ perspective; Establishes and maintains productive partnerships with clients by gaining their trust and respect; Identifies clients’ needs and matches them to appropriate solutions; Monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems; Keeps clients informed of progress or setbacks in projects;
- Meets timeline for delivery of products or services to clients.
- Planning & Organizing:-Develops clear goals that are consistent with agreed strategies;- Identifies priority activities and assignments; adjusts priorities as required;-Allocates appropriate amount of time and resources for completing work;- Foresees risks and allows for contingencies when planning;- Monitors and adjusts plans and actions as necessary;- Uses time efficiently
NB: The United Nations does not charge a fee at any stage of the recruitment process (Application, interview meeting, processing, or training). The United Nations does not concern itself with information on applicants’ bank accounts.
How to Apply:
All suitably qualified and interested candidates desiring to serve the United Nations Regional Service Centre at Entebbe (RSCE) in the aforementioned capacity should express their interest by visiting the UN recruitment website and clicking Apply Now.
Deadline: 3rd January 2019
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