Delivery Manager/Verification and Card Services Officer P4 – Rome, Italy

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WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.

DEADLINE FOR APPLICATIONS

Sunday, February 05, 2023

ABOUT WFP

The United Nations World Food Programme is the world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.

ORGANIZATIONAL CONTEXT

The United Nations World Food Programme is the world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger. Every day, WFP works to ensure that nobody goes to bed hungry and that the poorest and most vulnerable, particularly women and children, are able to meet their food and other essential needs. WFP endeavors to reach as many people in need as possible utilizing available resources. This means making sure that assistance reaches the most vulnerable while limiting the risk of assistance going to non-intended persons. This is particularly important during WFP’s corporate scale up efforts in response to the unprecedented global food crisis.

The Cash-based Transfer (CBT) Division in WFP’s Headquarters in Rome leads the organization’s global efforts in cash operations. To better serve field needs, CBT is offering centralized identity verification and card services to WFP operations and governments. These services are designed to make it easier for Country Offices to ensure that the right people receive the right amount of money when they need it most. The services aim to support the implementation of appropriate card management practices and periodic identity verification of the people we serve. They include clearly defined deliverables, transparent costs, and excellent service provision.

To date, verification and card services provide dedicated support to 15 WFP operations including Country Offices (COs), Field Offices (FOs) and Cooperating Partners (CPs). Due to the rapid growth and demand for the service, it is projected that this dedicated support will be extended to reach 30 WFP operations by the end of 2023, with additional onboardings in subsequent years. CBT is therefore recruiting a Verification and Card Services Manager to be responsible for the global service delivery, growth and scale up to Country Offices, governments, and partners. The Service Manager will lead the service implementation, change management and adoption of best practices as specified in WFP’s Assurance Framework. The Service Manager will lead the service delivery team which is composed of business analysts, technology leads and solution developers (internal and external to CBT/WFP).

JOB PURPOSE

Develop the business processes and best practices for identity verification and payment card management throughout the programme lifecycle. Work in partnership with WFP’s Technology Division (TEC) and other technology partners to ensure that the business capabilities needed for identity verification and payment card tracking are met by corporate systems and tools. Pursue and evaluate new approaches and use cases for identity verification and digital card management based on field operational needs and with a focus on beneficiary experience and convenience. Lead the development, packaging and delivery of verification and card services offered to WFP operations and governments as part of the Cash Services Catalogue. Review feedback and requests from WFP Country Offices and meet their needs through excellent service provision.

KEY ACCOUNTABILITIES (not all-inclusive)

1. Lead the development and packaging of the global verification and card service, including the scale up strategy and targets. Provide strategic direction for the service and its evolution.
2. Document the business processes, business capabilities and best practices for identity verification and card tracking in diverse contexts and scenarios.
3. Assess local contexts and provide advisory services to Country Offices and governments regarding standard operating procedures, best practices and available tools.
4. Manage the day-to-day activities and implementation of the global service across multiple regions by engaging with WFP Country Offices and functional units to agree on deliverables (formalised as Service Agreements) and coordinate the delivery of the service.
5. Manage and organize the service delivery team operations, including external vendors and other internal team members. Oversee the requirements gathering process, development lifecycle and the resolution of risks and issues.
6. Assess resource needs and create financially sustainable models through cost-recovery mechanisms and external contributions. Support and advocate for strategic partnerships to enhance, grow and sustain the service.
7. Coordinate with WFP TEC Division and technology leads to ensure that corporate systems and tools include the business capabilities needed for verification and payment card tracking. Drive the prioritisation of product features and change requests to corporate systems based on field operational needs, corporate standards and best practices.
8. Review feedback and new requests from Country Offices and regional counterparts related to identity verification and card management, and act on the feedback to continuously enhance WFP’s corporate capabilities and centralised service offerings.
9. Coordinate with a range of stakeholders to ensure that engagement with Country Offices is coherent and in line with the engagement principles and model. Ensure a people-centred approach in the formulation of requirements and service provisioning.
10. Foster a customer-first culture through the service delivery cycle. Identify opportunities to strengthen the service and implement improvements in collaboration with the rest of the Cash Services Team.
11. Communicate regularly across units at the Headquarter and Regional level to report progress, collaborate on issue resolution and ensure a cohesive approach to service delivery.
12. Oversee the rollout of the Payment Instrument Tracking application globally, to achieve cash assurance objectives and ensure the right people are in possession of the right payment cards over time.
13. Support the building of local capacity in WFP for identity verification and card management principles and practices.
14. Conduct on-going research and exploration of best practices, innovation and evolution of identity verification methodologies to support relevant use cases in close collaboration with the Identity Management (IDM) team.
15. Deploy on mission, provide field support and deliver trainings as needed.

SUPERVISORY RESPONSIBILITIES:

Lead the service delivery team (project managers, business analysts, technology leads and solution developers) with direct supervisory responsibilities over the team members in CBT. Promote an open, collaborative and inclusive working environment among team members. Increase the knowledge of team members both on specific assurance subject matters as well as the overall design and delivery of cash programmes. Develop talent and create opportunities for growth within the organization.

STANDARD MINIMUM QUALIFICATIONS

Education:

University Degree or Advanced University Degree in international relations, political or economic science, business administration, computer and information systems, or other relevant academic areas.

Experience:

• 8 years or more of relevant progressive work experience in the humanitarian or private sector (banking and/or information technology).
• Experience with supporting or implementing humanitarian in-kind or cash programmes involving the management of payment cards or other assets is desired.
• Field experience or support missions in humanitarian operations is essential.

Knowledge & Skills:

• Microsoft Office, database technologies, and project management methodologies.
• Experience and ability to effectively engage and coordinate across a variety of stakeholders. Knowledge and experience with Agile methodologies is desirable.

Languages:

• Fluency (level C) in the English language.

TERMS AND CONDITIONS

Limited Fixed-Term Appointment (LFT) position is a non-mobile staff appointment in the international professional category for a limited period for up to 4 years.

WFP offers an attractive compensation and benefits package, including basic salary, post adjustment, relocation entitlement, travel and shipment allowances, 30 days' annual leave, home leave, an education grant for dependent children, a pension plan, and medical insurance. For more details, please visit icsc.un.org.

The selected candidate will be expected to relocate to Rome, Italy.

REMINDERS BEFORE SUBMITTING YOUR APPLICATION

• We strongly recommend that your profile is accurate, complete, and includes your employment records, academic qualifications, language skills and UN Grade (if applicable).
• Once your profile is complete, please apply, and submit your application.
• Please make sure you upload your professional CV in the English language
• Kindly note the only documents you will need to submit at this time are your CV and Cover Letter
• Additional documents such as passport, recommendation letters, academic certificates, etc. may potentially be requested at a future time
• Please contact us at wfprecruitment@wfp.org in case you face any challenges with submitting your application
• Only shortlisted candidates will be notified

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WFP has a zero-tolerance approach to conduct such as fraud, sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. All selected candidates will be expected to adhere to WFP’s standards of conduct and will therefore undergo rigorous background verification internally or through third parties. Selected candidates will also be required to provide additional information as part of the verification exercise. Misrepresentation of information provided during the recruitment process may lead to disqualification or termination of employment

WFP will not request payment at any stage of the recruitment process including at the offer stage. Any requests for payment should be refused and reported to local law enforcement authorities for appropriate action.

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