Location:

Brasilia, Brazil
Salary:

negotiable / YEAR
Job type:

CONTRACTOR
Posted:

2 months ago
Category:

Management and Strategy
Deadline:

01/08/2024

JOB DESCRIPTION

JOB SUMMARY:

Background

Diversity, Equity and Inclusion are core principles at UNDP: we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a ‘leave no one behind’ approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and inspiring stories.

UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

As all countries around the globe are seeking new ways to address complex and interconnected challenges such as shocks from crises, economic stagnation, inequality and poverty, providing access to clean and affordable energy, protect the environment, or mitigating and adapting to climate change, UNDP aims to develop integrated responses to these issues.

UNDP is the knowledge frontier organization for sustainable development in the UN Development System and serves as the integrator for collective action to realize the Sustainable Development Goals (SDGs). In addition to multi-lateral and bi-lateral partnerships, UNDP provides countries with specialized integrated technical services for eligibility assessment, programme/project formulation and implementation, capacity development, policy advice, technical assistance, training and technology transfer, mobilization of co-financing, implementation oversight, results management and evaluation, performance-based payments and knowledge management services.

The UNDP Country Office (CO) in Brazil is a key development partner of the Brazilian government and supports national and sub-national public and private sector institutions and civil society to achieve a more sustainable and inclusive society by strengthening democratic institutions, improvement of governance effectiveness, reduction of poverty and inequalities and addressing climate change and biodiversity issues.

In the pursuit of aligning organizational resources with UNDP strategic objectives and serving as the overarching framework to propel the operational reform agenda and streamline the United Nations (UN) operational presence in Brazil, the Country Office (CO) has structured its functional organization into three primary domains: the management support functions, the Programme team, and the Operations Team. The Operations Team is further comprised of units encompassing Finance, Human Resources (HR), Support to Projects, and the Common Back- Office (CBO), with the latter encompassing provision of common services for the UN House, including Information and Communication Technology (ICT), Administration and Logistics, Procurement and Travel, and HR services tailored for UN entities and Protocol. All of these units bear the responsibility to ensure adherence to UN principles and UNDP policies and procedures in the realm of operational functions.

The Operations Team plays a pivotal role in enhancing the efficacy of UN operational services and UNDP Brazil. It does so by crafting a comprehensive service delivery platform aimed at providing operational solutions to all UN entities and UNDP programs and projects. Moreover, it coordinates operational services and explores their potential expansion to the UN Common Back-Office. Within the United Nations Development Programme (UNDP), the establishment of Common Back-Offices (CBO) is a cornerstone of the United Nations Development System (UNDS) reform, aiming to streamline operations and enhance service delivery across the UN system. Brazil stands at the forefront of this initiative, drawing on its success from the Joint Operations Facility (JOF) to pioneer the CBO model. The strategic vision for CBO implementation in Brazil, driven by UNDP’s leadership, focuses on realizing operational efficiencies, improving quality of service, and fostering a collaborative “One UN” culture.

In early 2023, UNDP was selected to host the CBO in Brazil, a testament to its operational prowess and the country’s innovative approach to shared services. This initiative is expected to optimize resource utilization, reduce overheads, and deliver superior service to UN entities, encapsulating the essence of the Efficiency Agenda. The CBO’s integration into UNDP Brazil’s operations leverages the organization’s established infrastructure and expertise, ensuring a seamless transition towards a more cohesive and efficient operational framework.

By acting as the operational backbone for the UN in Brazil, the CBO under UNDP’s stewardship aims to address and surmount the operational challenges unique to the UN’s collaborative environment. This initiative is not just about operational improvements but also about embodying the spirit of cooperation and unity that defines the UN’s mission, setting a precedent for efficiency and collaboration that aligns with the goals of the UNDS reform. Within this framework, the role of the CBO Client Management Analyst, as a pivotal element of the CBO team, is to harness and analyze data, guide service improvements, and ensure the alignment of operations with the strategic objectives of the CBO, enhancing UNDP’s capacity to support the UN system effectively.

Duties and Responsibilities

Under the overall guidance and supervision of UNDP’s Operations and UN Common Back-Office Manager for Brazil, the CBO Client Management Analyst will act on all aspects of Common Back-Office (CBO) operations, whilst promoting a client, quality and results-oriented approach to the CBO portfolio

The CBO Client Management Analyst is responsible for guaranteeing that the services and strategic issues of CBO services are implemented according to UNDP rules and regulations. The incumbent sets policies and methods to maximize CBO performance in operations all the while demonstrating capacity for innovation and creativity and providing assistance to UNDP’s Operations and UN Common Back-Office Manager for Brazil on readjustment of the operations to consider changes in the operation as and when needed. The incumbent is the main focal point for all relationships before those UN Entities that are part of the CBO, and is responsible for the preparation of Service Level Agreements (SLAs), Standard Operations Procedures (SOPs), Key Performance Indicators (KPIs), workflows, documents, presentations, briefings, notes and minutes. The incumbent will be required to work in close collaboration with the CBO Associate and may also be required to carry out interchangeable activities upon the needs of the organization.

UNDP/CBO adopts a portfolio approach to accommodate changing business needs and leverage linkages across interventions to achieve its strategic goals. Therefore, UNDP/CBO personnel are expected to work across units, functions, teams, and projects in multidisciplinary teams in order to enhance and enable horizontal collaboration.

As a result, it is expected that this post will be responsible for in-depth and strategic assistance and advising UNDP’s Operations and UN Common Back-Office Manager on continuous improvements to CBO activities and contributing to the success of planned activities in the office, as such:

Ensures quality in the provision of the Common Back-Office (CBO) operational strategies:

Consolidate the CBO as an integrated center of services meeting with efficiency operational needs of it clients, and quality based on UNSDG Client Satisfaction and Costing & Pricing principles;
Under the guidance of UNDP’s Operations and UN Common Back-Office Manager for Brazil, assist the Heads of the UNDP CBO services, UN agencies and personnel in full adherence and implementation of all the CBO services;
Ensure CBO compliance of operations with UN/UNDP rules, regulations and policies, implementation of corporate operational strategies, respecting the MOU signed and establishment of management targets and monitoring achievement of results;
Guide UN agencies and personnel in fully complying with, implementing and utilizing the Common Services;
Review SLAs and all the amendments related to the MOU for new participants;
Provide inputs to the CBO administrative business process mapping and elaborate/review/monitor the implementation of the internal standard operating procedures (SOPs);
Analyze and improve workflows, definition and monitoring of Key Performance Indicators (KPIs) related to the provision of services provided by UNDP/CBO.

Works with the UNDP’s Operations and UN Common Back-Office Manager for Brazil in reporting to the CBO Country Governance Board (CGB) and the Operations Advisory Group (OAG):

Organize meetings to review progress and approve work plans according to the established in the CBO MOU;
Prepare periodic progress updates, and annual reports, according the established in the CBO MOU or when requested;
Prepare communications material, such as bulletins, flyers, and other to establish ongoing working communication with UNDP Head Quarter and CGB members and their teams to ensure timely solutions and the consolidation of the activities;
Perform other tasks relevant to CBO success as directed by UNDP’s Operations Manager and CBO Manager for Brazil.

Act as a liaison between UNDP and UN Entities, assisting in the management, organization and analysis of relevant information so that the CBO has a more assertive interaction following what is established in the MOU.:

Establish and maintain contacts and cooperation with the relevant UN Agencies;
Assist regular communication and coordination with UN Agencies and maintain effective mechanisms for integrating and responding to their feedback and insight;
Preparation of high quality information and visibility of the activities among the stakeholders;
Organize and coordinate meetings, trainings (including CBO tools and SOPs) and/or missions including logistical and administrative support;
Prepare documents in general, proposals, reports and presentations.

Ensures effective management of the CBO financial resources:

Proper planning, expenditures tracking and monitoring of financial resources in accordance with UNDP rules and regulations;
Management and guidance of cost-recovery system for the services provided by the CBO, with accurate planning, forecasting and reporting;
Ensure requisitions and payment are timely raised in the UN financial management system ‘QUANTUM’;
Routinely monitor financial reports for unusual activities and transactions, and investigate anomalies or unusual transactions;
Assist in the planning, preparation, and monitoring of annual plans and budgets to ensure alignment with strategic goals.

Contributes to the advancement of a common business operations strategy and the Efficiency Agenda for the UN in Brazil:

Continuous improvement of business processes to enhance efficiency and effectiveness;
Monitoring and data collection in assigned service areas;
Support to common operations planning and management;
Sound contributions to knowledge networks and communities of practice;
Establish appropriate mechanisms to receive continuous feedback from client entities;
Act as key liaison for engagement with RCO and UN entities, preparing materials and coordinating communications to ensure cohesive relationships.

Facilitate knowledge and capacity building and knowledge sharing:

Identify, synthesize and document best practices and lessons learned that are generated from the project and implementing partners
Participate in and ensure sound contributions to knowledge networks and communities of practice on project related issues. Support establishment of knowledge platforms for the project, facilitate innovative mechanisms for dissemination of knowledge from the project, and develop knowledge resources and products to share with project partners and to support UNDP’s engagement in this area.

The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization.

Institutional Arrangement

The CBO Client Management Analyst works in overall guidance and direct supervision of UNDP’s Operations and UN Common Back-Office Manager for Brazil and in collaboration with the members of the CBO Management team, Programme and project teams in the CO, and other UN stakeholders to exchange information and ensure consistent service delivery.

Competencies

Core:

Achieve Results	LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline
Think Innovatively	LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements
Learn Continuously	LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback
Adapt with Agility	LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible
Act with Determination	LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident
Engage and Partner	LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships
Enable Diversity and Inclusion	LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination

Cross-Functional and Technical Competencies:

Thematic Area	Name	Definition
Business Direction & Strategy	System Thinking	Ability to use objective problem analysis and judgement to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact on other parts of the system
Business Development	Integration within the UN	Ability to identify, and integrate capacity and assets of the UN system, and engage in joint work; knowledge of the UN System and ability to apply this knowledge to strategic and/or practical situations.
Business Management	Portfolio Management	Ability to select, prioritize and control the organization’s programmes and projects, in line with its strategic objectives and capacity; ability to balance the implementation of change initiatives and the maintenance of business-as-usual, while optimizing return on investment
Business Management	Customer Satisfaction/Client Management	Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers’ needs. Provide inputs to the development of customer service strategy. Look for ways to add value beyond clients’ immediate requests. Ability to anticipate client’s upcoming needs and concerns.
Business Management	Communication	Ability to 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.
Digital & Innovation	Creative facilitation	Ability to design workshops that considers and addresses multiple interests, agendas, worldviews; set out clear objectives and engaging activities; select appropriate tools, materials, resources that are needed to enable or support the activities. Ability to swiftly build rapport with participants and create a safe space (on- and offline) where they feel comfortable to share their views, concerns, experiences and reflections; supporting this with a range of tools to stimulate active participation. Ability to facilitate inclusive conversations, ability to work with a diverse set of people with different backgrounds, seniority and expert levels, using different approaches tailored to fit the people in the room, drawing out the perspectives and ideas of each individual and making decisions through deliberation and discussion across a group. Ability to pace a session, adjust to the abilities and energy levels of attendees and the nature or purpose of an exercise. Being flexible and able to improvise; adapting and changing approaches in response to the needs, while staying true to the intent and objectives of the session.
Digital & Innovation	Systems thinking & transformation	Understand that complex problems need a non- reductionistic, holistic approach. Ability to explore challenges from multiple perspectives by zooming in and out, with a focus on relationships and flows rather than individual elements; understand how certain dynamics and conditions are driving and influencing an issue. Ability to develop a collective understanding by a mapping systems and their dynamics (e.g. flows or resources, information; power relations); is able to handle ambiguity and can help others navigate it. Being able to identify intervention points to leverage change and system transformation by setting out a coherent collection of multiple interventions to probe the system for desirable effects. Understand that change is non-linear and unpredictable; being comfortable and able to work with emergence.

Required Skills and Experience

Education:

Advanced university degree (Master´s degree or equivalent) in Business Administration, Management, Public Administration, International Relations or related field is required, or
A first-level University degree (Bachelor´s degree) in Business Administration, Management, Public Administration, International Relations or related field in combination with an additional two years of qualifying experience will be given due consideration in lieu of the advanced university degree.

Experience:

A minimum of 2 years (with master’s degree) or 4 years (with bachelor’s degree) of relevant experience at the national and international level in management services and operational systems and establishing strategic relationships.

Required Skills:

Strong experience in building and maintaining partnerships and stakeholder relationships.
Proven experience in data analysis and elaboration of SOPs and KPIs.
Experience in the use of computers, office software packages (MS Word, Excel, etc.), database packages, and web-based management systems such as ERP.

Desired Skills:

Previous experience with international or development organizations is considered an asset.
Experience with high-level client service is considered an advantage.
Ability to provide results-based and customer-focused services is considered an advantage.
Experience in building consensus is an asset.
Demonstrated ability to provide analytical and strategic advice to senior management is desired.

Languages:

Fluency in Portuguese and English languages is required.
Fluency in Spanish is considered an advantage.

Disclaimer

Important applicant information

All posts in the NPSA categories are subject to local recruitment.

Applicant information about UNDP rosters

Note: UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

Non-discrimination

UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.

UNDP is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status.

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ABSTRACT:

United Nations Development Programme Common Back Office (CBO) Client Management Analyst (Office based) Brazil UNDP Jobs 2024

United Nations Development Programme looking for “Common Back Office (CBO) Client Management Analyst (Office based)”. Applicants with an Advanced degree may apply on or before 01-Aug-24.

The United Nations Development Programme has published a job vacancy announcement on 18/07/2024 for qualified applicants to fill in the vacant post of Common Back Office (CBO) Client Management Analyst (Office based) to be based in Brasilia , Brazil. For more jobs, please visit https://unjoblink.org

Company Name: United Nations Development Programme

Job Title: Common Back Office (CBO) Client Management Analyst (Office based)

Duty Station: Brasilia , Brazil

Country: Brazil

Application Deadline: 01-Aug-24

This job has expired.