Operations Associate, Volunteer Management (2 positions)
JOB DETAIL
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.
The Volunteer Services Centre (VSC) is the operations hub supporting over 13,000 UN Volunteers assigned to various agencies, funds, and programs throughout the UN system. VSC ensures timely and high-quality delivery of services in:
- Volunteer Deployment (e.g. from offer to entry on duty, certifying pre-assignment requirements etc.)
- Volunteer contracts administration (e.g. Processing from hire to separation, Life Events, Crisis support to ROs and FUs and payment management, Medical Evacuation support, etc.)
- Payroll Administration for UN Volunteers (e.g. payroll validation, exceptions sign-offs, disbursement sign-off, labor administration management, labor cost distribution, payroll irregularity handling, etc.)
- Providing global support for UN Volunteers, UN entities, and donor countries
With its presence in seven locations around the globe, VSC collaborates closely with different UN hosting and funding entities, headquarters’ relevant sections, Regional Offices (ROs), Field Units (FUs) and UNDP Global Shared Service Center (GSSC) teams to deliver seamless and consolidated services according to UN Volunteers Conditions of Service, regulations, policies, and internal best practices. Furthermore, VSC is administrating assignments for fully funded (FF) UN Volunteers incl. financial monitoring and coordination in line with donor requirements.
Initially reporting to the Operations Specialist, Volunteer Deployment & Management (P3) the Operations Associate, Volunteer Management provides HR administration services for UN Volunteers. Supporting multiple countries, the incumbent works in close collaboration with the Deployment and Payroll Team in the Volunteer Services Centre and with Regional Offices and Field Units to best address UN Volunteers and partners’ needs. She/he promotes a collaborative, client-oriented approach and supports the maintenance of high-quality service delivery and client satisfaction.
1. Provision of volunteer management services
- Provide volunteer management services encompassing the full cycle of volunteers’ engagement, from hiring through separation, in adherence to established UN Volunteers Conditions of Service, regulations and policies;
- Administer UN Volunteer contracts;
- Analyze and record benefits, entitlements and claims in relevant systems for accurate payroll processing;
- Analyze and record life events in relevant systems for accurate payroll processing;
- Review supporting documents related to claims, benefits, and life events;
- Support the recovery of over-payments;
- Manage medical and security evacuations, resignations, and terminations, in due confidence;
- Alert supervisor about deficiencies or risks and liaise with Regional Offices and Field Units on exceptional situations and provide guidance on applicable regulations, rules, and policies to ensure full compliance with accountability framework;
- Guide and support UN Volunteers on the Conditions of Service and provide input to specific briefs and guidance notes, including for on-boarding.
2. Volunteer management coordination and technical support
- Liaise with other team members in the Volunteer Services Centre, Regional Offices and Field Units to keep abreast of evolving demand for UN Volunteers in the portfolio;
- Contribute to the development, update, and maintenance of the Conditions of Service and relevant SOPs. Ensure consistent application of existing regulations.
- Contribute to the analysis of the regional Volunteer Service Centre results, report on trends and propose changes for improvements of services related to volunteer management.
3. Facilitation of knowledge building and knowledge sharing
- Provide input to the design of training materials and corporate activities towards building the volunteer management capacity of UNV personnel;
- Synthesize and share lessons learned and other pertinent knowledge for operational improvements;
- Make contributions to knowledge networks and communities of practice;
- Contribute to the improvement of policies, processes, and systems by identifying bottlenecks, proposing solutions for streamlining, optimization and automation that enable the Centre’s timely and quality delivery;
- Serve on a rotational basis as a focal point for VSC on various topics;
- Perform other administrative 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
Knowledge Generation
- Ability to research and turn information into useful knowledge, relevant for context, or responsive to a stated need.
- Ability to apply existing concepts to new situations, and to develop new concepts to generate workable solutions and new approaches.
- Knowledge of relevant concepts, conceptual models, and theories that can be useful in addressing new situations.
Digital Awareness and Literacy
- Ability to monitor new and emerging technologies, as well as understand their usage, potential, limitations, impact, and added value.
- Ability to rapidly and readily adopt and use new technologies in professional activities, and to empower others to use them as needed.
- Knowledge of the usage of digital technologies and emerging trends.
Communication
- 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
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 clients’ upcoming needs and concerns.
Documents and records management
- Overall document (hard or electronic) management; registry and
retention policy including storing and archiving.
- Secondary education with technical training in human resources, operations, business administration, or related areas;
- University degree in human resources, business or public administration is desirable, but it is not a requirement.
- A minimum of 6 years (with high school diploma) or 3 years (with bachelor’s degree) of relevant experience in volunteer management, personnel and/or business management;
- Experience in MS Office 365;
- Knowledge of the conditions of service of the UN Common System or of international organizations would be an asset;
- Experience working in web-based management/CRM systems would be an asset;
- Experience working with Salesforce Service Cloud would be an asset;
- Experience in an international or non-profit context would be an asset;
- Experience working with volunteers is an asset.
Language requirements:
- Fluency in English and Russian
- Proficiency in another UN language would is an asset
- Only short-listed applicants will be contacted;
- The successful candidate will hold a UNDP letter of appointment;
- This post is subject to local recruitment in Almaty or within commuting distance of Almaty.
- This post is open to citizens of Kazakhstan.
