Operations Associate, Efficiency and Quality Assurance, Volunteer Solutions Section

The Volunteer Solutions Section (VSS) develops policies and solutions to support the mobilization of UN Volunteers and Online Volunteers across the UN system. VSS is responsible for providing robust and innovative volunteer service offers to the UN system, including consolidated volunteer types and categories, policies, talent acquisition (sourcing to recruitment) and volunteer engagement and management expertise. 

VSS works in close collaboration with all UNV units (Headquarters, Regional Offices, and Field Units) to provide relevant products and tools to support volunteer mobilization.

• Monitor operations efficiency at all stages of the volunteer cycle against key performance indicators; 
• Monitor quality of operations at all stages of the volunteer cycle against the UN Volunteers Conditions of Service (COS) and applicable UNV and UN policies and procedures; 
• Conduct extensive analysis of quantitative and qualitative data pertinent to UNV operations and quality assurance measures; 
• Identify efficiency and quality anomalies and advise on remedial structural and procedural actions to accelerate deployment speed, minimize errors, improve end-user satisfaction, as well as reduce effort and cost; 
• Develop tools such as periodic, automated checks, reports, and surveys to facilitate pro-active operations monitoring and mitigation; 
• Implement efficiency, quality assurance and other improvement initiatives in line with UNV business objectives and strategies; 
• Troubleshoot and correct complex transactions when necessary to minimize impact on end users, and guide relevant staff to prevent repetition.

• Provide input to the design of training materials and corporate activities towards building staff capacity at headquarters, regional and country levels on matters pertaining to operational efficiency and quality assurance;
• Provide guidance on efficiency and quality data interpretation to relevant UNV staff to strengthen volunteer solutions offered to UN partners;
• Synthesize and share lessons learned and other pertinent knowledge for operational improvements;
• Engage with, learn from, and make sound contributions to knowledge networks and communities of practice;
• Draft communications on volunteer operations efficiency and quality for dissemination to external audiences (UN Volunteers and host entities) for information and to internal audiences for management decisions and implementation.

3. Management support

• Keep abreast of efficiency and quality assurance trends and best practices in and outside of the international and non-profit sectors;
• Give input on work plan and its implementation;
• Draft proposals and reports for business unit and corporate use in collaboration with the Operations Specialist;
• Produce inputs to corporate reporting and audit requirements; 
• Act as data focal point; 
• Backstop for the Operations Associate, Service Desk during absences;
• Perform other duties as may be required.

Achieve Results

• Plans and monitors own work, pays attention to details, delivers quality work by deadline

Think Innovatively

• Open to creative ideas/known risks, is pragmatic problem solver, makes improvements 

Learn Continuously

• Open minded and curious, shares knowledge, learns from mistakes, asks for feedback

Adapt with Agility 

• Adapts to change, constructively handles ambiguity/uncertainty, is flexible 

Act with Determination           

• Shows drive and motivation, able to deliver calmly in face of adversity, confident

Engage and Partner

• Demonstrates compassion/understanding towards others, forms positive relationships

Enable Diversity and Inclusion

• Appreciate/respect differences, aware of unconscious bias, confront discrimination

Cross-Functional & Technical competencies 

Data literacy   

• Understand the potential as well as the limitations of using data driven innovation; 
• Ability to use a mix of data sources (quantitative, qualitative or real-time techniques) to develop understanding; identify patterns to inform decision making or identify opportunities for further exploration.

Effectiveness 

• Project Quality Assurance

Operations Management       

• Ability to effectively plan, organize, and oversee the Organization’s business processes to convert its assets into the best results in the most efficient manner. 
• Knowledge of relevant concepts and mechanisms.

Communications        

• Communicate in a clear, concise, and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience. 
• Ability to manage communications internally and externally, through media, social media, and other appropriate channels.

Collective Intelligence Design            

• Ability to bring together diverse groups of people, data, information, ideas, and technology to solve problems and design solutions or services. 
• Knowledge and understanding of Collective Intelligence Design principles, methodology and practices.

Knowledge Facilitation            

• Ability to animate individuals and groups, internally and externally, and to design and facilitate activities, to share and exchange knowledge, information and ideas. 
• Knowledge of tools and approaches to stimulate active participation, contribution, and exchange.
   

• Minimum of 7 years (with High school diploma) or 4 years (with bachelor’s degree) of relevant experience in personnel management, client service, and/or quality assurance;
• Experience in MS Office 365 with advanced knowledge of spreadsheet and database packages is required
• Experience working with web-based management systems/ERPs is required
• Experience with Salesforce Service Cloud would be an asset;
• Experience in an international or non-profit context would be an asset;
• Experience working with volunteers would be an asset.

Language requirements: 

• Fluency in English
• Proficiency in Spanish, French or another UN official language would be an asset.

• Only short-listed applicants will be contacted.
• The successful candidate will hold a UNDP letter of appointment.
• This post is for local recruitment only. It is open to citizens of the European Union (EU) member states or holders of residence and unlimited work permits for Germany. All travel, interview and relocation costs, if any, incurred to take up an appointment at the duty station in Bonn are at the expense of the applicant.