SECONDMENT - IT Customer Relation CoordinatorSECONDMENT - IT Customer Relation Coordinator

VACANCY NOTICE 730 

This vacancy announcement pertains to law enforcement and/or governmental officials within INTERPOL's member countries only.

Please read the Conditions of Secondment in force at INTERPOL including the maximum duration of secondment.

Please be aware that your home Administration/Agency/Service/Government will be responsible for all of your salary/remuneration, social insurance, pension contributions, welfare benefits, family allowances, benefits during your assignment at INTERPOL as well as travel, removal expenses related to your arrival at and departure from INTERPOL, and any other related costs depending on your circumstances. It is requested that you obtain in writing, confirmation from your home Administration/Agency/Service/Government that it agrees with these CONDITIONS OF SECONDMENT. This confirmation letter should be forwarded to us THROUGH THE NCB.

INTERPOL is the world’s largest international police organization, with 196 member states. Created in 1923, it facilitates cross-border police co-operation, and supports and assists all organizations, authorities, and services whose mission is to prevent or combat international crime. INTERPOL is now looking for a qualified candidate as a SECONDMENT - IT Customer Relation Coordinator within the Information Systems & Technology Directorate which is part of the ​​​​​​Exec. Dir. Technology and Innovation.

Job title: SECONDMENT - IT Customer Relation Coordinator
Reporting To:  Assistant Director IT Customer Services
Location: Lyon, France 
Duration (in months): 36.00 
Grade: 4 
Number of post: 1
Security Clearance Level: Enhanced
Deadline for application: 4 February 2025

INTERPOL strives to achieve a diverse and inclusive workforce and welcomes applications from individuals with diverse backgrounds, experiences, and perspectives. To achieve our Diversity goals, we encourage applications from women and nationals of under/unrepresented member countries who are passionate about our mission. INTERPOL’s recruitment process is merit-based hence all hiring decisions are made considering the applicant’s qualifications and the needs of the Organization.

INTRODUCTION OF THE POST

Within the Information Systems & Technology Directorate (IS), the Sub-Directorate IT Customer Services (ICS) is responsible for promoting and developing the use of INTERPOL services in the INTERPOL Member Countries and Regional and International Organizations, and for supporting all users of the INTERPOL information systems.  ICS delivers their services through 3 Departments: (responsible for promotion and development of the IT services), IT Services (responsible for supporting the users with planned services and asset management) and IT Support (responsible for supporting the users in case of problems or incident).

Reporting to the ICS Assistant Director, the IT Customer Relation Coordinator is part of the IS/ICS Sub-Directorate.

The incumbent assists in the coordination and supervision of the different opportunities the ICS Sub-Directorate is involved with, regarding extension of Policing Capabilities in the Member Countries (MCs), I-24/7 extensions and National Central Bureaus (NCBs) modernizations, connection of International and Regional Organizations, deployment of tools and services, new products and services promotion and development and support to all the customers.  He/she will monitor and follow-up on all initiatives undertaken by the ICS Sub-Directorate providing regular status reports.

He/she will facilitate the communication, relation, and cooperation between the three Departments within ICS and will manage the customer relation process with an end-to-end approach.  He/she will increase the quality of the customer relation.

He/she will be the preferred partner for IS/IT Projects & Products Sub-Directorate Product Manager by collaborating on the promoting/marketing and deployment strategy of the product in the MCs.

PRIMARY DUTIES

The IT Customer Relation Coordinator will be required to manage numerous diverse operational/organizational/ technical issues of the ICS Sub-Directorate.

The incumbent will be responsible for assisting and preparing reports and briefings for the Sub-Directorate on organizational areas, projects managed by the Sub-Directorate to oversee planning’s, deadlines, budget, reports and work in close professional relationship with all Departments of the ICS Sub-Directorate staff and other INTERPOL units including Regional bureau (RBs) and when necessary with NCBs and MCs, and International Organizations to ensure that the Sub-Directorate deliveries are performed in the most efficient and integrated manner.

The post holder will be the transversal customer relation process owner by managing the cooperation between the Departments for customer cases.

DUTY 1: Conduct coordination and supervision tasks, evaluations, and analysis in order to prepare corresponding reports.

• Assess information and documents received from the Heads of Departments, Project Managers and staff and take appropriate action.
• Perform a wide range of support and coordination activities in collaboration with the relevant Sub-Directorate components, other Directorates where necessary, to ensure that requests received by the Sub-Directorate or concerning the Sub-Directorate activities are treated in a professional and timely manner.
• Provide the Assistant Director with timely and sound advice, as well as independent analyses, evaluations, studies and reports on numerous technical and operational issues in order to assist the development and the efficient functioning of the Sub-Directorate.
• Participate in the preparation and revision of the Sub-Directorate Strategy, Business Plan and Roadmaps and corresponding budgets.
• Organize Sub-Directorate-wide regular meetings and coordinate all staff before the global events at INTERPOL the General Secretariat and other locations.

DUTY 2: Coordinate, within established guidelines and planning, the follow-up of projects and tasks in the global customer relation and product processes.

• Track the requests and demands from customers and follow the global process with a customer relation vision.  Coordinate the three Department and guarantee an end-to-end service to the customer.
• Play a pro-active role in assisting in developing new or existing initiatives/projects, by ensuring that the appropriate working framework is in place from an administrative and Iogistics perspective with respect to the provision of expertise to support the Sub-Directorate missions, activities and/or operations.
• Conduct regular studies, surveys and prepare reports regarding the activities of the MCs , regions, and their alignment with the Organization Strategic Framework and IS Directorate Strategy concerning I-24/7 activities and technical support provided to them.
• Compile information from various Sub-Directorate units and any source of data to prepare appropriate and relevant briefing notes, reports and studies as required for the Secretary General’s and/or President’s missions, visits and meetings or by any other Directorates/Sub-Directorates.
• Follow and complete the tracking system in place, capturing and monitoring the status of all activities and projects, key performance indicators (KPIs), etc. handled by the Sub-Directorate, and to ensure that this system is kept updated and deadlines met.
• Participate to meetings which relate to the Sub-Directorate activities and missions to get an accurate status of each of its activities and projects.
• Support IT Management and IT Product Management in the establishment, maintenance and nurturing of business customer relationships.
• Follow in cooperation with IS/IT Projects & Products Sub-Directorate Product Managers, the roadmap of the product and support the Department in the promotion and marketing of the new product and services.  Play the role of product/customer matching expert for the Sub-Directorate and in front of our customer.  Revert feedback on product to the IS/ IT Projects & Products Sub-Directorate Product Managers to better align the product definition and roadmap on the MCs expectations.
• Co-operate closely with IT Solution Architects and assist with planning, designing and delivering enhancements of existing or new acquisition of new IT Products and Services.
• Collaborate closely and efficiently with other Heads of Departments within the IS Directorate by designing and establishing standards and procedures on customer relation and product marketing.
• Actively contribute to the development processes of corporate applications related to the Sub-Directorate.

DUTY 3: Assist the Assistant-Director for the overall management of the Sub-Directorate.

• Stay abreast of the administrative/operational/organizational running of the INTERPOL Organization and raise and submit to the Assistant Director any issue that may be detected as containing a potential interest for the Sub-Directorate and our stakeholders.
• Attend Sub-Directorate internal meetings to stay abreast of any administrative, technical or coordination issue.
• Maintain close professional relationship with each of the IS Directorate units and officials in order to discuss any issue that may alter the completion of the activities within the agreed deadlines, and report back to the Assistant Director and Managers of the Sub-Directorate to discuss possible refinements in the planning or prioritization of activities.
• Perform any other duties that may be assigned by the Assistant Director with regard to the good functioning of the Sub-Directorate.

DUTY 4: Perform any other duties as required by the Supervisor.

REQUIREMENTS

Training / Education required

• A minimum of 3 to 4 years’ completed education at a university or specialized higher education establishment in a related domain e.g. Economics, public management, political sciences, criminology, computer sciences, etc.

Experience required

• 5 years’ experience at national or international levels in IT/law enforcement-related fields.
• Knowledge of the, law enforcement organizations, technical activities, policing capabilities and missions would be an asset.
• Demonstrated experience in initiating and developing work methods.
• Experience in coordinating a diverse range of activities covering IT solutions, IT implementations and transformations, etc.
• Experience in planning and managing technical and reporting tasks, with minimum supervision.
• Project management certification would be an asset.

Languages

• Fluency in English is required.
• Proficiency in a second official working language of the Organization (Arabic, French or Spanish) would be an asset.

Special skills/aptitudes required

• Solid presentation and communication skills are required.
• Excellent organizational skills.
• Personal and professional maturity.
• Good social skills , particularly in  international and multicultural environment.
• Very strong communication skills, both in written and oral form.
• Proven analytical problem solving and conceptual ability; capable of producing clear and comprehensive reports; and presenting analytical findings and possible solutions based on creative thinking and objective analysis.
• Proven ability and efficiency in meeting commitments, observing deadlines and achieving results.
• Ability to maintain objectivity and apply logical, specifically inductive, reasoning.
• Initiative, creativity (original thinking) and curiosity.
• Ability to work in teams as well as individually.
• Good listening skills.
• Ability to work persistently and under pressure with short notice objectives.
• Strong communication skills, both in written and oral form.
• Ability to develop and maintain professional networks.
• Ability to synthesize and prepare relevant reports.
• Attention to details.

WORKING CONDITIONS

• Remuneration for secondment: INTERPOL does not pay salary to seconded officials. Depending on the nationality of official, an expatriation allowance may be paid for a maximum period of six years. For more information regarding conditions of service, please refer to our website: (https://www.interpol.int/What-you-can-do/Careers/Secondments).

• The incumbent will be occasionally required to work irregular hours or overtime based upon workload.

• This post requires occasional travel on missions, sometimes of a long duration and at a short notice.

• Within the limits of the applicable regulations in the duty station, INTERPOL supports selected candidates’ visa applications and/or special residence permits.

• In compliance with INTERPOL’s Confidentiality regime the successful candidate will have to undergo a security screening according to the clearance level attached to the function.

• INTERPOL has four working languages: Arabic, English, French and Spanish.

• INTERPOL retains the right not to make any appointment to this vacancy, to make an appointment at a lower or higher grade or to make an appointment with a modified job description or for a shorter or longer duration than indicated above.

• INTERPOL would like to inform candidates that their application might be considered for other similar positions.

• INTERPOL has a non-smoking policy.