Director, Global Shared Services Centre

As an essential component of the strategic direction of the UNDP Bureau for Management Services (BMS) and with an emphasis on the provision of cost effective and integrated management transactions services, UNDP’s Global Shared Services Center (GSSC) combines the resources of GSSC (Copenhagen), GSSC (Kuala Lumpur) and Regional Service Centers in Dakar, Istanbul, Amman, Addis Ababa, Bangkok, and Panama. 

The GSSC provides transactional human resources, finance, and procurement services to UNDP Country Offices and Headquarters Units in 170+ countries / territories as well as to over 85 United Nations (UN) entities. The GSSC ensures that these services are delivered on time, with high quality, within the corporate regulatory framework, and to the satisfaction of clients.   The Director, BMS/GSSC has the responsibility for the vision, management, and oversight of the service centre.

Duties and Responsibilities

 The Director, BMS/GSSC is the primary interface with internal UNDP and external clients, provides quality assurance and unifying leadership for all shared services and ensures responsiveness of services and client satisfaction.  Under the overall leadership of the BMS Director and the supervision of the Deputy Director of BMS, the Director BMS/GSSC designs and supports implementation of client service lines, supports client relationships, and manages the implementation and delivery of new business services, leveraging the resource and bringing enhanced opportunities for the UN system.    

Directs and oversees coordinated management transactions services delivered from GSSC to UNDP and external clients. 

• Develops a procedural framework and client-focused culture in the delivery of services;
• Ensures active engagement with functional leaders through regular work-planning, results-monitoring, and information-sharing to ensure all centralized services are governed by a unified management approach; and
• Oversees the resource management of GSSC (KL) and GSSC (CPH) and ensures proper costing for services delivered as well as collection of cost recovery.

Ensures that GSSC delivers services against set performance targets. 

• Articulates a clear, compelling, and fully actualized client services model for transactional service delivery standards and formalizes service level agreements accordingly;
• Co-develops and regularly communicates service standards and key performance indicators (KPIs);
• Secures service level agreements with all clients;
• Ensures all clients have clear knowledge of the services they can receive, the teams which support them, performance indicators, cost of services and mechanisms for resolving issues related to service delivery;
• Continuously improve the effectiveness and efficiency of services to drive up quality and improve performance;
• Maintains a unifying approach to gathering client feedback, escalating issues, and adapting service arrangements where results are not in line with set goals;
• Communicates and interacts with the Directors of BMS functional units; and
• Establishes and maintains regularly scheduled meetings regarding the status and performance of the GSSC.

Ensures efficient and effective operations at the GSSC by optimizing service delivery across all locations.  

• Leads an integration and coordination team to both facilitate the transition of services to the GSSC and to actively identify business process reengineering opportunities with the centre functional leads to streamline and standardize services performed by the unit in consultation with Global Process Leads (GPO).
• Solicits business process improvement initiatives to build a culture of solutions-orientation, multi-disciplinary teamwork, and client satisfaction;
• Collaborates with leaders of global service centers from other Agencies and international organizations to share knowledge and follow industry practices; and
• Ensures compliance with applicable functional unit policies for services provided by the GSSC.

Ensures the financial sustainability of the GSSC.

• Oversees the implementation of GSSC financial sustainability initiatives in collaboration with various stakeholders;
• Manages and oversees the development and implementation of client strategies that ensure GSSC financial sustainability;
• Continuously explores and recommends suite of services for existing and new clients with a view to ensuring GSSC financial sustainability;
• Leads in the identification of new services and clients to support GSSC financial sustainability;
• Ensures continued optimization of services to support GSSC financial sustainability.

Leads knowledge management and innovation

• Encourage knowledge creation and management, including the development of communities of practice and development solutions teams;
• Establish and maintain knowledge and innovation partnerships, including partnering with outside organizations in order to bring those insights into UNDP for a greater development impact.

Required Skills and Experience

Education:

• Advanced university degree (master’s degree or equivalent) in Business Administration, Public Administration, Information Technology, Finance, Accounting or relevant field of professional management and operational management is a requirement; OR
• A first level university degree (bachelor’s degree) in above mentioned fields in combination with an additional 2 years of qualifying experience, will be given due consideration in lieu of advanced university degree.
• Professional accounting qualification from an internationally recognized institute of accountancy is preferred.

Experience:

• Minimum 15 years (with master’s degree) or 17 years (with bachelor’s degree) of relevant professional experience in management.
• Experience in leading diverse and remotely situated teams in multiple locations.
• Demonstrated success in client relationship management and experience utilizing a Client Relationship Management Systems (CRM).
• Experience in data analysis and in data-driven decision-making.
• Experience in leading innovation in cost effective and integrated services and in organizational change management.
• Solid track record of experience leading one or more of the following management areas: finance, human resources and procurement.
• Demonstrated experience in managing operations in an international organization at country or regional level.

Language:

• Fluency in English.

Source: https://estm.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/requisitions/job/21985