Responsibilities
Business Relationship Management
Organizes business analysis meetings, reviews client requirements and maps to existing ICTS services and SLAs in liaison with Service owners.
Drafts new client SLAs aligned to the ICTS Common Back Office service lines and manages the onboarding of new clients to ICTS Services.
Maintains positive working relationships with clients and counterparts through the establishment of a client communications plan and regular client feedback mechanisms.
Maintains ICTS Service catalogue, rate cards, Service KPIs and SLA processes for new and existing clients.
Manages, designs, creates, produces and maintains client facing documentation for relevant services, systems and products; manages and administers changes to user documentation in accordance with prevailing change management and operation procedures.
Assists in developing and improving internal processes and standard operating procedures to support the BRM function.
Assists with the collection and analysis of data as well as preparation of data presentations and reports for information sharing, responding to queries, knowledge management, planning and decision making.
Assists with visualizations and updating information material such as web pages or brochures.
Human Resources Management
Initiates, reviews, processes and follows-up on actions related to the administration of the unit’s human resource activities, e.g., recruitment of staff and consultants, placement, promotion, relocation, performance appraisal, job classification reviews, separation of staff members, training etc., ensuring consistency in the application of UN rules and procedures.
Responds to queries and provides information and advice to staff regarding their entitlements, administrative procedures, processes and practices, conditions of service, duties and responsibilities, and entitlements under the Staff Rules and Regulations.
Enters, maintains and certifies administrative data and records for time and attendance, performance appraisal, etc. in electronic information systems.
Oversees the maintenance of vacancy announcement files and keeps track of status of vacancy announcements.
Monitors staffing table and prepare relevant statistical data/charts.
General Administration
Provides strategic support to the Service Chief in the management of the Front Office. Drafts routine correspondence to respond to queries in respect to relevant administrative, financial audit, personnel matters.
Performs other related administrative duties, as required (e.g., operational travel programme; physical space planning; identification of office technology needs and maintenance of equipment, software and systems; organizing and coordinating seminars, conferences and translations).
Prepares purchase requisitions for services, equipment and supplies and coordinate timely delivery of goods and services.
May be responsible for guiding, training, and supervising the work of junior staff members.
Contract Administration
Assists with day-to-day administration of contracts between the UN and external contractors for outsourced services. Audits the contractors’ invoices against the goods and services provided by the contractor and approved by the UN.
Processes the payment of contractors’ invoices and monitor payments.
Prepares and processes all UN forms and permissions for contractual and work Unit, Section or Service UN staff, including: UN grounds passes, property passes, UN parking permits, swipe-card access and door keys.
Competencies
PROFESSIONALISM: Ability to perform a broad range of administrative functions, e.g., budget/work programme, human resources, database management, etc. Ability to apply knowledge of various United Nations administrative, financial and human resources rules and regulations in work situations. Able to perform analysis, modelling and interpretation of data in support of decision-making. Shows pride in work and in 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. Commitment to implementing the goal of gender equality by ensuring the equal participation and full involvement of women and men in all aspects of work.
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.
CLIENT ORIENTATION: Considers all those to whom services are provided to be “clients” and seeks to see things from clients’ point of view. 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 client.
Education
High school diploma or equivalent is required. Supplementary courses or additional training in administration, human resources, finance or other related field is desirable.
Work Experience
A minimum of seven (7) years progressively responsible experience in administration, business relationship management, human resources or related area is required.
The minimum years of relevant experience is reduced to five (5) years for candidates who possess a first-level university degree or higher.
One (1) year or more of experience in data analytics or related area is desirable.
Experience in the United Nations System or other comparable international organization is desirable.
Experience working with ERP systems, such as Umoja, is desirable.
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