Business Solutions Specialist, New York, United States
Organization: UNDP - United Nations Development Programme
Country: United States
City: New York, USA
Office: UNDP New York, USA
Closing date: Wednesday, 4 November 2020
Job ID: 33292
Practice Area - Job Family: Management
Vacancy End Date: (Midnight New York, USA) 04/11/2020
Duty Station: New York, United States
Education & Work Experience: I-Master’s Level Degree - 7 year(s) experience
Vacancy Type: FTA International
Posting Type: External
Contract Duration: 1 Year with possibility for extension
Job Purpose and Organizational Context
The Client Business Solutions team (CBS) partners with team leads and subject matter experts across UNDP’s Bureau for Management Services (BMS) in designing and implementing integrated business solutions that support key client relationships and ensures value added of BMS’s activities. The CBS team further coordinates the diagnosis and resolution of complex and/or cross cutting client requests.
She/he serves as a dedicated resource person within BMS and draws on the capacity across UNDP’s management practices / capacity network to provide the coordination support to drive timely, integrated solutions that meet client needs. In this regard, the Client Solutions Specialist facilitates assistance for specific operational demands that may require multi-faceted solutions for complex issues which are often difficult for clients to resolve bilaterally. She/he brings a case management discipline to how the BMS Client Business Solutions team resolves incoming support requests and analyses cases to better anticipate how BMS can deliver management services in line with evolving client needs.
The Client Solutions Specialist contributes to the broader team’s investment in continuously improving the quality and value added of UNDP services, and supports BMS Directorate and corporate initiatives. Specifically, the Client Solutions team leads on BMS‘ delivery acceleration measures for COs and other client-focused initiatives designed to harmonize policies and procedures across UNDP management practices.
Duties and Responsibilities
Leads the provision of technical support in addressing complex operational challenges that require internal BMS coordination and BMS leadership in corporate management practices
Provide direct advice and technical assistance in resolving issues for those clients in the assigned client portfolio;
Advocates for business simplification on behalf of UNDP offices and business units within assigned client portfolio;
Maintains and updates BMS Directorate’s case management system and service tracking for assigned clients; and
Resolves cases for assigned clients and captures and analyses client feedback on BMS support.
Leads the design, monitoring, and implementation of plans and investment initiatives of the BMS Directorate critical for operational solutions delivery
Analyses best practice approaches to data capturing, monitoring, analysis and reporting of results and performance and provide feedback to BMS Directorate and follow-up actions to ensure strong client orientation;
Provides quality assurance on data collection, research, analysis and presentation of information on performance and results; and
Advises Management Practice leaders on the implications for BMS and client operational performance/ services against the BMS business model and Strategic Plan.
Leverages on the UN efficiency agenda and articulates substantive recommendations for BMS business process improvements and policy reviews.
Provides technical leadership in advancing more efficient operations in the context of the ‚efficiency agenda‘ under the UN development system reform.
Serves as a technical focal point to coordinate quarterly meeting within BMS focal points for the different workstreams of the UN reform.
Leads the formulation of concept notes and papers, on the progress of the UN development system reform.
Leverages lessons learned and promotes user-centered solutions design based on client feedback and monitoring of results achieved through the work of the Client Business Solutions team
Analyses client feedback, lessons learned, and issues in the corporate service tracking system;
Leads the identification of internal performance issues / process bottlenecks, affecting BMS’s ability to deliver high quality client service and co-develops options for addressing issues with the BMS units;
Actively disseminate data and evaluative evidence and performance monitoring products for lessons learnt; and
Provide substantive inputs to other initiatives as required by the CBS Coordinator.
Collaborates with the Client Business Solutions team leader in harmonizing internal business processes and professionalizing service delivery with internal and external clients
Serves as a technical focal point and process leader for internal initiatives to strengthen BMS solution-orientation;
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Provides technical assistance to internal BMS ongoing investments to refine business processes impacting the provision of services to UNDP and UN Agency clients; and
Synthesizes, adapts, implements and shares best practices and lessons learned for knowledge sharing on integrated, operational service delivery and business solutions.
Ability to make new and useful ideas work.
Ability to persuade others to follow.
Ability to improve performance and satisfaction.
Ability to listen, adapt, persuade and transform.
Ability to get things done while exercising good judgement.
Ability to engage with other parties and forge productive working relationships.
Ability to identify and execute opportunities to improve operational efficiency.
Ability to manage multiple stakeholders and balance often contradictory expectations, building and maintaining relationships.
Ability to reach understanding, resolve point of difference, or gain advantage in the outcome of dialogue.
Ability to capture, develop, share and effectively use information and knowledge.
Required Skills and Experience
Advanced degree in Business Administration, Public Administration, Information Technology, Finance, or relevant field of professional operational management.
Minimum 7 years of relevant professional experience in UNDP operational management, or with comparable operations management experience in a complex, global, organization, including at country level;
Experience utilizing a Client Relationship Management System (CRM) is an asset.
Fluent in English; knowledge of another UN language an asset.
Proficiency in use of specialized management software; MS Office suite.
Important information for US Permanent Residents (‚Green Card‘ holders)
Under US immigration law, acceptance of a staff position with UNDP, an international organization, may have significant implications for US Permanent Residents. UNDP advises applicants for all professional level posts that they must relinquish their US Permanent Resident status and accept a G-4 visa, or have submitted a valid application for US citizenship prior to commencement of employment.
UNDP is not in a position to provide advice or assistance on applying for US citizenship and therefore applicants are advised to seek the advice of competent immigration lawyers regarding any applications.
Applicant information about UNDP rosters
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