Customer Services Manager (HQ Services) P2, Rome Italy, MSD,LFT
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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.
Are you a Customer Services professional, interested in further developing your professional experience while contributing to ending global hunger? Are you passionate about helping those in need? Would you like to join a global organization investing in its people?
If so, an exciting & fulfilling career awaits you! Join our diverse and passionate team that works on varied and international projects directly contributing to saving & changing millions of lives around the globe.
DEADLINE FOR APPLICATIONS
Applications must be submitted by Sunday, 27 August, 2023 (10:59 PM CET)
WHO WE ARE
The United Nations World Food Programme (WFP), a highly prestigious, reputable & world’s largest humanitarian organization, operates in more than 120 countries and territories, bringing life-saving assistance in emergencies, building pathways to peace, stability, and prosperity for people recovering from conflict, disasters and the impact of climate change and supporting sustainable and resilient livelihoods for a world with zero hunger.
At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high-performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP's values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.
To learn more about WFP, visit our website: UN World Food Programme (WFP), and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, and Twitter.
WHY JOIN US?
- WFP is a 2020 Nobel Peace Prize Laureate
- WFP offers a highly inclusive, diverse, and multicultural working environment
- WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities
- A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe
- We offer an attractive compensation package (please refer to the Terms and Conditions section)
ORGANIZATIONAL CONTEXT
The Management Services Division’s global portfolio for WFP operations includes travel services, for WFP employees, delivering and maintaining the most fit-for-purpose facilities, managing our pool of assets, and providing infrastructure and emergency response capability through sophisticated engineering services, light vehicle management and humanitarian accommodation- with admin field support available in all these areas. All of this is delivered in line with WFP’s corporate commitment to cost excellence and sustainability, measuring and reducing the environmental impact in all that we do, as well as to the corporate Inclusion, Occupational Safety and Health (OSH) agendas.
The Headquater’s (HQ)Administrative Services Unit is responsible for the service aspects of Headquarters the office in Rome that improve the work-life of our colleagues.
HQ Services is at present responsible for the management and continuity of services, with a view at cost-excellence and end-user satisfaction, in the following areas: 1) Archive Management; 2) Childcare; 3) Farmer's Market; 4) Mail Room operations, couriers and diplomatic pouch, stationary supply; 5) Catering; 6) Printing; 7) Relationship/Contract management for service providers (banks, Credit Union, Farmer's Market; insurance, pharmacy); 8) Switchboard services; Reception; 9) Transportation (condominium and shuttle buses and running costs of official vehicles) and Helpdesk.
JOB PURPOSE
In line with the MSD Strategy, the Incumbent will seek the provision, expansion and improvement of contract services provided to WFP personnel, in HQ. A main function will be the identification of business improvement opportunities for contract services, in consultation with stakeholders- WFP staff, and management, which contribute to staff wellness, morale, and convenience.
With the advent of WFP staff returning to office duties, following the COVID pandemic, it is considered that the number of services, their exigencies and demands will increase, therefore business development and improvement in the provision of services to staff and WFP will be a core function of the position. Much of this will require creativity and “thinking out of the box” in the provision of high-quality solutions, which might be replicated by other WFP field offices. In addition, challenges in the service sector have resulted in difficulties maintain service quality, mainly due to staff recruitment and retention. As a result, a review of current customer service levels and improvement plans in all areas will be required.
Consequently, the Incumbent will be requested to establish new constructive partnerships, maintain, foment, and enhance those already established with service providers, consider the demands of stakeholders, meet timelines for the delivery of products or services, monitor the performance of contractors, propose enhancements with a customer focused approach and address any post-service claims.
Moreover, the Incumbent would be required to review the contract management process for all services provided to ensure that all legal, regulatory obligations are complied with, and all contracts are managed to the highest standards. The incumbent will be required to oversee the negotiation and formulation of often complex procurement processes and contracts, with the establishment of efficient control mechanisms to ensure compliance within UN administrative, financial rules and procedures, and to report any administrative/budgetary related issues to ensure the provision of services and the resolution of contentious issues.
The Incumbent would also be expected to maintain frequent contacts with units within the Division, WFP, in addition to external contacts with counterparts in other UN organizations and external contractors, often acting in a mediatory role to seek common ground and consensus on issues which would require expedient solutions, based on guidance provided by Management, Legal and Procurement services.
Contemporaneously, the Incumbent will work in coordination with other units within the branch, to formulate and flag budgetary obligations, and develop priorities towards improved invoice settlement, as established in contractual agreements.
The Incumbent will be required to operate with a high degree of autonomy, but also within a team; therefore, be well organized, tactful, and diplomatic, with a customer service approach, pragmatic and able to find solutions to ensure that administrative objectives are fully achieved. The incumbent will also be open to technological solutions to expediate processes.
The Incumbent will be open to perform other related duties, as required.
KEY ACCOUNTABILITIES (not all-inclusive)
- Assist the Management Services Officer, MSDA in service improvement and expansion for the range of services of the different HQ services and support in change management initiatives when appropriate, to ensure that WFP staff at HQ are provided with the best-in-class services.
- Contribute to contingency preparedness actions such as risk analysis, and business continuity planning, monitoring the management of consequential actions and reporting on actions taken.
- Coordinate the procurement process to ensure the timely delivery of services, with the formulation of RFI/RFPs, contract negotiation and the drafting of contract proposals, with the formulation of measurable LTAs.
- Develop annual plans and contribute to improve strategies, systems, and processes to ensure that the services provided are following corporate policies, standards, regulations and procedures.
- Engage with contractors to provide and expand on excellent customer service, with a high level of user satisfaction.
- Ensure all contracts are included in the formulation of budget demands and ensure all Purchase Requests and Purchase Orders (PR/PO) required for the contracts are approved on time.
- Extract complex data analysis to provide management and stakeholders with accurate information and reports for efficient planning and decision-making, which lead to reduced costs, improved performance, and overall value-for-money, while reducing financial risk to WFP.
- Facilitate the integration of corporate requirements such as Occupational Safety and Health (OSH) Environmental Sustainability and Disability Inclusion and provide recommendations for their implementation, improvement, and management when required.
- Identify and build productive partnerships with WFP stakeholders and other UN agencies particularly the RBAs (Rome Based Agencies).
- Improve the effectiveness of HQ Services ensuring compliance with UN frameworks, guidelines, and local (Italian) legislation.
- Provide coaching, training guidance, and evaluation, to multidisciplinary teams as required to ensure appropriate development, and customer service and enable high performance.
- Review and improve the financial process for related services expenses, including contractors' back charging.
- Review the contract management process for MSDA and revise contract control, improving how current agreements in the vendor relationship are managed and monitoring service provider performance and compliance with contractual terms and conditions, and seeking to improve performance where this is viable.
- Seek the highest levels of end-user customer satisfaction.
- Perform other duties as required to endure the quality of the services.
KEY REQUIREMENTS AND QUALIFICATIONS
EDUCATION
- First University degree in Business Administration, Economics, or Law or Advanced university degree or recognized equivalent by an appropriate national or international regulatory authority.
EXPERIENCE
- At least three years of post-university experience in service management especially in contract management.
- Proven experience in project management, including budget preparation.
LANGUAGE
- Fluency (level C) in the English language is required.
- Fluency (level C) in Italian language is required.
- Intermediate knowledge (level B) of a second official UN language: Arabic, Chinese, French, Russian, Spanish, and/or WFP’s working language, Portuguese is an asset.
MORE ABOUT YOU
You have:
- A good knowledge of the Italian business context related to the creation of commercial relations/ establishments.
- Knowledge of best practices in the management of services and contract management, and an understanding of WFP, its mandate, and operational context.
WFP LEADERSHIP FRAMEWORK
These are the common standards of behaviour that guide HOW we work together to accomplish our mission.
| Leads by Example with Integrity | Drives Results and Delivers on Commitments | Fosters Inclusive and Collaborative Teamwork | Applies Strategic Thinking | Builds and Maintains Sustainable Partnerships |
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Lives the WFP values and shows humanity and integrity by role modelling care for others |
Delivers on commitments and adapts readily to change |
Is inclusive and collaborative, and contributes to a culture of learning and personal growth |
Demonstrates commitment to gather perspectives, analyse options and risks, and propose new ways of doing things |
Builds and nurtures external partnerships and collaborates with partners to deliver common objectives |
Different expectations of behaviour are defined depending on your grade and role/responsibilities within WFP.
TERMS AND CONDITIONS
- This is an International Professional position and is open to all nationalities.
- Limited Fixed-Term Appointment (LFT) position is a non-mobile staff appointment in the international professional category for a limited period for up to 2 years. The position is based in Rome, Italy and the selected candidate will be expected to relocate.
- WFP offers an attractive compensation and benefits package in line with ICSC standards (http://icsc.un.org) including basic salary, post adjustment, relocation entitlement, visa, travel and shipment allowances, 30 days’ annual leave, home leave, an education grant for dependent children, a pension plan, and medical insurance.
- The selected candidate will be required to relocate to Rome, Italy to take up this assignment.
REMINDERS BEFORE YOU SUBMIT 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 completed, 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 [email protected] 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.
