Job
Title: Customer
Service Delivery Manager
Title: Customer
Service Delivery Manager
Organization: United
Nations Regional Service Centre Entebbe (RSCE)
Nations Regional Service Centre Entebbe (RSCE)
Duty Station: Entebbe,
Uganda
Uganda
Job Opening Number: 18-Programme Management-RSCE-106629-J-Entebbe (M)
Reports to: Service
Line Manager
Line Manager
Job Grade: P5
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.
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.
Key Duties and Responsibilities:
General
Responsibilities
Responsibilities
- Ensure the Contact Centre Generalists have the training and tools to
meet and exceed customer service expectations. - Serve as point of contact for any case escalations from the Contact
Centre Manager; Contribute to managing performance evaluation of Contact
Centre Manager and Client Relation Manager; - Work closely with the Contact Centre Manager to monitor and manage
staff ratios to ensure customer needs are met; - Manage quality assurance activities to assess performance, to align
to service levels, and improve performance; - Manage, engage and schedule client and mission visits to keep the
ongoing relationship intact; - Manage overall day-to-day client relationship in conjunction with
the other service delivery managers; - Participate and represent RSCE in the client governance council;
- Develop an environment and culture of measurement, monitoring
metrics and continuous improvement at RSCE; - Establish and monitor RSCE-wide metrics in collaboration with the
Finance and HR Service Delivery Managers; - Ensure effective and optimal service delivery as per the defined and
agreed upon service level agreement; - Lead service delivery specific risk assessment and mitigation
strategy; and Closely work with the client counterpart to resolve
escalated issues; - Develop and implement the Client Service pillar’s communication
strategy against planned targets and goals to promote customer service
delivery to all RSCE customers; - Establish collaborative partnerships with stakeholders at all levels
and apply change management methodologies and tools to develop and
implement the customer service initiatives that are consistent with RSCE’s
strategy; - Leverage information technology to develop and implement effective
methods and tools to assess organizational awareness and acceptance of the
Client Service pillar initiatives and the use of information technology as
an enabler of effective collaboration and multidimensional communications; - Manage, maintain and enhance knowledge-sharing platforms to expand
capacities and expertise and encourage knowledge-sharing on best
practices; - Monitor and analyze the Client Service pillar’s knowledge management
networks, tools and methodologies and their viability to support RSCE’s
strategic objectives
Customer Service
Responsibilities
Responsibilities
- Ensure service is delivered in line with agreed controls and
procedures, Service Level Agreements (SLA) and Key Performance Indicators
(KPIs);Initiate and support continuous improvement opportunities (both
system and procedural) ;Collect and provide information for monthly key
performance indicators
Managerial
Responsibilities
Responsibilities
- Support recruiting, staffing, and onboarding processes as
appropriate;Oversee performance management processes and complete
performance evaluations for direct reports;Oversee time management
processes (e.g., time approval, scheduling, etc.);Manage, coach and mentor
the team to continuously improve performance and achieve individual and
team objectives;Ensure operational costs are in line with relevant
budgetary controls; Coordinate and liaises closely with key stakeholders
as well as operations management as appropriate;Report on the operational
and strategic objectives
Qualifications, Skills and Experience:
- The ideal job holder for the United Nations RSCE Customer Service
Delivery Manager job vacancy should hold an advanced university degree
(Masters or equivalent) in Economics, International Development, Social
Sciences, public administration, business administration or related area
is required. A first-level university in combination with an additional
two (2) years of qualifying experience may be accepted in lieu of the
advanced university degree is required. - Technical or vocational certificate in Economics, International
Development, Social Sciences, public administration, business
administration or related area is desirable. - At least ten years of experience in a customer service function with
five (5) years of directly related managerial experience or related area
is required. Previous experience working in a United Nations common system
field operation (inclusive of peacekeeping, political missions and UN
agencies, funds and programmes) – or similar international organization or
non-governmental organization – in a conflict or post-conflict setting is
desirable. - A minimum of three (3) years’ experience in shared services
environment is desirable. - Knowledge of ERP and CRM tools preferably used in UN System is
desirable. - Experience developing and implementing processes, procedures,
systems and / or standards is desirable. - Languages: fluency
in oral and written English is required. Knowledge of French is desirable.
Competencies
- Professionalism:
Demonstrated in-depth knowledge of all aspects of Customer Service
Delivery with proven analytical skills; Organizes resources and activities
to get things done regardless of obstacles. Demonstrates an ability to get
more out of fewer resources by reducing waste and increasing results; Brings
in new and improved processes into an organization. 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. - Teamwork: Works
collaboratively with colleagues to achieve organizational goals. Solicits
input by genuinely valuing others’ ideas and expertise. Is willing to
learn from others. Places team agenda before personal agenda. Supports and
acts in accordance with final group decision, even when such decisions may
not entirely reflect own position. Shares credit for team accomplishments
and accepts joint responsibility for team shortcomings. - 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. - Leadership: Serves
as a role model that other people want to follow; Empowers others to
translate vision into results; Is proactive in developing strategies to
accomplish objectives; Establishes and maintains relationships with a
broad range of people to understand needs and gain support; Anticipates
and resolves conflicts by pursuing mutually agreeable solutions; Drives
for change and improvement; does not accept the status quo; Shows the
courage to take unpopular stands.
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.
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.
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: 27th November 2018
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