BPO Coordinator

What we do

The International Committee of the Red Cross (ICRC) works worldwide to provide protection and humanitarian assistance to people affected by conflict and armed violence. We take action in response to emergencies and, at the same time, promote respect for international humanitarian law. We are an independent and neutral organization, and our mandate stems essentially from the Geneva Conventions of 1949. We work closely with National Red Cross and Red Crescent Societies and with their International Federation in order to ensure a concerted, rational and rapid humanitarian response to the needs of the victims of armed conflict or any other situation of internal violence. We direct and coordinate the international activities conducted in these situations.

Purpose of the position

Join the ICRC’s digital transformation program to streamline and optimize end-to-end processes across the organization. As a BPO Coordinator, you will ensure the alignment of cross-functional processes with business objectives, driving efficiency and consistency through the BPO community.
 

Your role will involve supporting both process optimization and the implementation of digital systems, including ERPs. Reporting to the Head of Digitalization, you will lead and coordinate the BPO community, overseeing process design, alignment, and optimization for unified information systems. You will foster collaboration across functions, ensuring consistency and driving adoption of digital solutions, while supporting change management during the transition to digitalized processes.
 

Be part of a pivotal transformation, shaping the future of ICRC's operations.

Main Duties and Responsibilities I

Cross-Functional Collaboration & Process Ownership

• Acts as the primary liaison between BPOs, business units, Digitalization Leads, and T&I teams, ensuring clear understanding and adoption of end-to-end processes across the organization.
• Facilitates cross-functional communication to resolve dependencies and align on process changes.
• Supports end-to-end process integration, addressing cross-functional challenges and ensuring alignment with unified information systems.

Process Optimization & Alignment

• Oversees the design, documentation, and optimization of processes to align with best practices and the strategic objectives of the digital transformation.
• Collaborates with BPOs, business units, and T&I teams to ensure seamless integration of processes with unified information systems.
• Identifies inefficiencies and proposes improvements to enhance operational performance and reduce redundancies.
• Defines and maintains standards for end-to-end processes, ensuring consistency and alignment with the digital transformation strategy.

Change Management & Adoption Support

• Develops and implements change management strategies to support BPOs and business units in adopting new processes and systems.
• Collaborates with the change management lead to create tailored communication and training plans.
• Gathers and analyzes user feedback to identify adjustments for optimal adoption and user satisfaction.

Main Duties and Responsibilities II

Performance Monitoring & Continuous Improvement

• Collaborates with BPOs and Digitalization Leads to define and monitor KPIs, providing insights for continuous improvement.
• Works closely with BPOs, Digitalization Leads, and Data Domain Managers to track and report on process efficiency and quality improvements.
• Fosters a culture of continuous improvement by identifying best practices and making data-driven recommendations for process enhancements.

BPO Council & Community Development

• Leads and coordinates the global BPO, BPM, and SME community to ensure efficient, cross-functional collaboration.
• Chairs the BPO Council to facilitate the adoption of new processes and unified systems.
• Promotes best practices in process methods, documentation, and training.
• Defines and implements a training plan to support BPO development and harmonize process maturity.

Desired profile and skills

• Strong communication, collaboration, and leadership skills to engage diverse teams and ensure process alignment.
• Ability to work effectively in a matrix and multicultural environment, managing change and fostering teamwork.
• Analytical mindset with a solutions-oriented approach, balancing attention to detail with strategic vision.
• Demonstrated accountability, people management, and a focus on representing ICRC and client needs.

Education required

• Education: Master’s degree in Business Management, Project Management, or a related field.
• Proficiency in business process management and modeling (e.g., BPMN, Lean, Six Sigma).
• Certification in project management (PMP, Prince2 certification preferred) is a plus
• Digital proficiency

Experience required

• 12-15 years of experience, including 5-7 years in BPO, process management, or digital transformation (2-3 years in international organizations).
• In-depth knowledge of ERP systems, digital transformation frameworks, and end-to-end processes (e.g., hire-to-retire, procure-to-pay, record-to-report).
• Proven expertise in cross-functional coordination, ERP configuration, and deployment.
• Experience in low-tech environments and frugal innovation; ICRC knowledge and field experience are strong assets.
• Fluent in English (mandatory); French is a plus.

Relationships

• Works closely with Digitalization Leads, T&I teams, and BPO and business units to align end-to-end processes with information systems capabilities.
• Collaborates with the Change Management Lead, the Digitalization Leads and the Data Domain Leads to support adoption and measure process improvements.
• Engages with external consultants and experts as needed for process and information systems optimization.

People management responsibilities

The BPO Coordinator leads cross-functional teams in process alignment activities and coordinates with Digitalization Leads and other stakeholders involved in the digital transformation program. As the digitalization program moves forward, the coordinator may be required to supervise external consultants and business analysts on the transformation side.

Additional information

• Type of role: Headquarters
• Working rate: 100%
• Starting date: ASAP
• Location: Geneva
• Job level: C2
• Length of assignment: Long Term Assignment
• Application deadline: Wednesday 29th Jan 2025
  
  
  The ICRC values diversity and is committed to creating an inclusive working environment. We welcome applications from all qualified candidates.
  
  For external applicants, relocation is currently not accounted for this position