UN Careers – Chief of Unit, Communications, Change Management and Client Relations at United Nations Regional Service Centre Entebbe (RSCE)

Organization: United Nations
Regional Service Centre Entebbe (RSCE)
Duty Station: Entebbe,
Job Opening Number:
17-Public Information-FMADPKO-73943-R-Entebbe (R)
Reports to: Chief RSCE
About RSCE:
The Regional Service Centre Steering Committee is the decision-making
body for RSCE, in compliance with General Assembly resolutions, United Nations
Secretariat rules and regulations, strategic guidance from United Nations
Headquarters and oversight bodies. The Steering Committee consults with the
Global Field Support Strategy Implementation Coordination Team, as required.
The Regional Service Centre, as approved by the Member States, is
owned, managed and staffed by the regional missions it serves. This framework
reinforces the existing missions’ chain of command structures and lines of
authority in a manner that does not create an additional layer between
Headquarters and the regional missions. It also ensures that staffing for RSC.
Job Summary: The
Communications, Change Management and Client Relations Unit provides support
for management of RSCE relationships with client missions, including
preparation for steering committee meetings. It also develops and executes the
annual communications plan, targeting external and internal stakeholders;
facilitates communications activities such as broadcast messages and town hall
Key Duties and
  • Formulates a communication strategy that
    supports the successful implementation of the mandate of the Centre. Upon
    endorsement of the strategy, the incumbent will lead its implementation
    through communications campaigns as well as the roll-out of new
    initiatives within the RSCE and with the Client Missions (e.g. global
    promotion initiatives, public information programmes, etc.);
  • The jobholder evaluates results and impact
    of communications activities; reports on developments, trends and
    attitudes regarding the RSCE.
  • Builds information networks; plans and
    oversees maintenance of publicly accessible information materials on the
    RSCE website; plans and develops outreach activities.
  • Manages publications programme; produces
    materials for print/electronic/voice/visual media.
  • Coordinates and directs a team of staff.
Support to RSCE services and operations:
  • Drafts and disseminates regular email
    broadcasts, information circulars, bulletins, fact sheets, frequently
    asked questions and frequently made mistakes with regards to the RSCE
    services; Provides guidance to the Service Lines on a range of
    communications issues, methods, and approaches; such as e-mail templates,
    phone response scripts, checklists for clients, welcome packages for new
    staff, etc;
  • Organizes regular RSCE staff town hall
  • Maintains the RSCE’s intranet platforms
    (POINT and COSMOS) as well as the public website;
RSCE Branding and outreach:
  • Designs and produces RSCE promotional
    materials, such as business cards, t-shirts, hats, pens, folders,
    booklets. Drafts and publishes articles on activities, initiatives and
    general information for RSCE staff and clients;
  • Maintains and raises awareness for RSCE
    job aides on COSMOS staff portal and for RSCE service information on
    COSMOS client portal;
  • Maintains the RSCE brand guidelines and
    oversees and ensures the use of RSCE branding on all communications
    materials; Updates the RSCE phone directory and contact information posted
    on the intranet sites.
Host country relations:
Organizes media coverage and arranges for media contacts, briefings,
interviews; organizes seminars, lectures, conferences, public events on major
issues and events concerning the Centre.
Change management:
  • Develops and implements strategies for
    managing organizational change and workforce engagement, including for the
    introduction of new technological solutions, new policies and procedures,
    and changes in organizational structure and roles;
  • Carries out semi-annual staff satisfaction
    surveys; analyzes and presents the results and recommendations; develops
    and rolls out a staff recognition programme; organizes RSCE team building
    events and activities.
Client relations:
  • Work in close collaboration with focal
    points in RSCE client missions, organize mission visits by RSCE management
    including holding townhalls and walk in clinics as well as preparing the
    related communication instruments (broadcasts, etc.)
  • Prepare, disseminate, collect, analyze and
    report on the bi-annual client satisfaction surveys. Monitors the trends
    and suggests communication initiatives to mitigate challenges identified
    in the surveys
  • Manages and oversees the implementation of
    iNeed Self-Service as client query management tool;
  • Regularly monitors and reports on client
    query management, including for the RSCE monthly report sent to the
    Steering Committee;
  • Organizes regular videoconferences with
    client missions; Coordinates and oversees the response to queries received
    on the central RSCE help line.
Qualifications, Skills and
  • The ideal candidate for the United Nations
    Chief of Unit, Communications, Change Management and Client Relations job
    opportunity should hold an advanced university degree (Master’s degree or
    equivalent) in communication, journalism, international studies, public
    administration, social science or related field. A first-level university
    degree in combination with qualifying experience may be accepted in lieu
    of the advanced university degree.
  • At least seven years of progressively responsible
    relevant experience in public information, international relations,
    programme management, change management, business transformation or
    related area is required.
  • Previous experience working in a UN
    peacekeeping field operations is desirable.
  • Languages: Fluency in both oral
    and written English is required. Knowledge of the other is desirable.
Personal Competencies:
  • Professionalism: Ability to
    diplomatically handle sensitive situations with target audiences and
    cultivate productive relationships; ability to produce a variety of
    written communications products in a clear, concise style; ability to
    deliver oral presentations to various audiences. Knowledge of information
    technology/information management, particularly in systems analysis,
    database design and programming. Knowledge of several high level
    programming languages and significant exposure to and demonstrated
    proficiency in all aspects of programming and analysis, including
    structured/object-oriented design, relational systems, scripting and query
    languages, document design and management, hardware and software
    requirements, systems facilities and execution protocols. Strong
    analytical and problem-solving skills, to include proficiency in the
    development and implementation of systems of moderate size/complexity.
    Knowledge of interactive systems; good knowledge of organization’s
    information infrastructure and IT strategy as it relates to user area(s);
    independently maintains assigned systems and develops innovative
    approaches to resolve a wide range of issues/problems. Shows pride in work
    and in achievements; demonstrates professional competence and mastery of
    subject matter; is conscientious and efficient in meeting commitments,
    observing deadlines and achieving results; is motivated by professional
    rather than personal concerns; shows persistence when faced with difficult
    problems or challenges; remains calm in stressful situations. Takes
    responsibility for incorporating gender perspectives and ensuring the
    equal participation of women and men in all areas of work.
  • Communication: Speaks and
    writes clearly and effectively. Listens to others, correctly interprets
    messages from others and responds appropriately. Asks questions to
    clarify, and exhibits interest in having two-way communication. Tailors
    language, tone, style and format to match the audience. Demonstrates
    openness in sharing information and keeping people informed.
  • Client Orientation: Considers
    all those to whom services are provided to be “clients ” and seeks to see
    things from clients’ point of view. Establishes and maintains productive
    partnerships with clients by gaining their trust and respect. Identifies
    clients’ needs and matches them to appropriate solutions. Monitors ongoing
    developments inside and outside the clients’ environment to keep informed
    and anticipate problems. Keeps clients informed of progress or setbacks in
    projects. Meets timeline for delivery of products or services to client
Managerial Competencies:
Managing Performance:
  • Delegates the appropriate responsibility,
    accountability and decision-making authority
  • Makes sure that roles, responsibilities
    and reporting lines are clear to each staff member
  • Accurately judges the amount of time and
    resources needed to accomplish a task and matches task to skills
  • Monitors progress against milestones and
  • Regularly discusses performance and
    provides feedback and coaching to staff
  • Encourages risk-taking and supports
    creativity and initiative
  • Actively supports the development and
    career aspirations of staff
  • Appraises performance fairly
NB: The United Nations
does not charge a fee at any stage of the recruitment process (Application,
interview meeting, processing, or training). The United Nations does not
concern itself with information on applicants’ bank accounts.
How to Apply:
All suitably qualified and interested candidates desiring to serve the
United Nations Regional Service Centre at Entebbe (RSCE) in the aforementioned
capacity should express their interest by visiting the UN recruitment website
and clicking Apply Now.
Deadline: 31st March

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