JOB PROFILE SUMMARY
Under the supervision of an operations professional, the incumbent will lead and manage teams of support staff, delivering services and transactions as applicable in the relevant office in one or more of WHO’s specialized operational areas and sub-disciplines (such as finance, human resources, procurement, logistics, and/or information technology management).
DESCRIPTION OF DUTIES
The incumbent will perform all or part of the following, and other related responsibilities as required by the needs of the office. Supervise the delivery of services and transactions in Information Technology
Team Management
- Guide and manage teams of focused specialized support staff administering the delivery of efficient and effective services and transactions
- Quality assure work products and processes, ensuring compliance with respective procedures, guidelines, and policies.
- Justify and escalate or approve procedural exceptions.
- Facilitate the capture and sharing of best practices and ensure continuous learning by the team.
- Introduce work process improvements for team performance
Advisory
- Provide technical advice to clients, staff and partners on matters relating to core service lines by briefing and interpret respective procedures, rules, and regulations.
- Support consistency in approach and compliance with respective procedures, rules, and regulations.
Administration
- Undertake delegated certifications and approvals under the applicable accountability framework.
- Oversee the delivery of the respective processes and standard transactions, services, and work products to be aligned with business plans and adhering to rules, regulations, and procedures.
- Identify improved service line processes and procedures to enable optimal client service, efficiency and effectiveness.
- Conduct training in respective area of business operations support for clients and staff.
- Represent the head of operations.
- Perform other related responsibilities as assigned.
REQUIRED QUALIFICATIONS
Education
Essential: Completion of secondary education Training and certification in one or more UN operational service areas or systems.
Desirable: A university degree in business administration or a related field
Experience
Essential: A minimum of ten years of progressively responsible work experience relevant to the position (administering support services and transactions in the operational support area, including Information Technology Management Support).
Desirable: Experience in administrative support positions within WHO or another United Nations agency. Experience in Oracle-based systems or another enterprise resource planning system
Skills
- Knowledge of WHO rules, regulations, support procedures, practices, rules, and regulations in
Information technology support services
Management of comprehensive information technology support services, including the provision of integrated service support to ensure stable day-to-day operation of the collaboration and network infrastructure as well as common applications, such as a shared directory, and provision of expertise in the implementation, administration and maintenance of all associated hardware and software; and development of simple software applications. - In depth knowledge of additional operational service areas with less complex rules and procedures, as required, such as:
primary support for logistics and transportation administration, including warehouses, exemption documents, management of office vehicles, supervision of drivers and all related activities.
administration of the inventory of supplies and organizational assets
travel administration, processing requests, visa issuances, flight and hotel bookings, travel claims and follow up on travel related issues. - Team management and facilitation skills, including to brief and explain procedures to other members of staff.
- Strong interpersonal skills.
- Flexibility to adapt to competing priorities and work in a fast-paced environment.
WHO Competencies
1) Teamwork
2) Respecting and promoting individual and cultural differences
3) Communication
4) Producing results
5) Knowing and Managing Yourself
Use of Language Skills
Essential: Expert knowledge in English and local language.
Other Considerations (e.g. Physical Workplace Condition, if other than normal office environment; IT Skills; etc.)
Proficiency in computers and office software packages, handling of web-based management systems, enterprise resource planning (ERP) systems and Cloud Management Enterprise System such as Workday.
REMUNERATION
WHO offers staff in the General Services category an attractive remuneration package, which for the above position includes an annual net base salary starting at USD 31,966 (subject to mandatory deductions for pension contributions and health insurance, as applicable) and 30 days of annual leave.
ADDITIONAL INFORMATION
- This vacancy notice may be used to fill other similar positions at the same grade level
- Only candidates under serious consideration will be contacted.
- A written test and/or an asynchronous video assessment may be used as a form of screening.
- In the event that your candidature is retained for an interview, you will be required to provide, in advance, a scanned copy of the degree(s)/diploma(s)/certificate(s) required for this position. WHO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU)/United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link: http://www.whed.net/. Some professional certificates may not appear in the WHED and will require individual review.
- According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible.
- Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules and Manual.
- The WHO is committed to creating a diverse and inclusive environment of mutual respect. The WHO recruits and employs staff regardless of disability status, sex, gender identity, sexual orientation, language, race, marital status, religious, cultural, ethnic and socio-economic backgrounds, or any other personal characteristics.
- The WHO is committed to achieving gender parity and geographical diversity in its staff. Women, persons with disabilities, and nationals of unrepresented and underrepresented Member States (https://www.who.int/careers/diversity-equity-and-inclusion) are strongly encouraged to apply.
- Persons with disabilities can request reasonable accommodations to enable participation in the recruitment process. Requests for reasonable accommodation should be sent through an email to reasonableaccommodation@who.int• An impeccable record for integrity and professional ethical standards is essential. WHO prides itself on a workforce that adheres to the highest ethical and professional standards and that is committed to put the WHO Values Charter into practice.
- WHO has zero tolerance towards sexual exploitation and abuse (SEA), sexual harassment and other types of abusive conduct (i.e., discrimination, abuse of authority and harassment). All members of the WHO workforce have a role to play in promoting a safe and respectful workplace and should report to WHO any actual or suspected cases of SEA, sexual harassment and other types of abusive conduct. To ensure that individuals with a substantiated history of SEA, sexual harassment or other types of abusive conduct are not hired by the Organization, WHO will conduct a background verification of final candidates.
- WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.
- For information on WHO’s operations please visit: http://www.who.int.
- WHO also offers wide range of benefits to staff, including parental leave and attractive flexible work arrangements to help promote a healthy work-life balance and to allow all staff members to express and develop their talents fully.
- The statutory retirement age for staff appointments is 65 years. For external applicants, only those who are expected to complete the term of appointment will normally be considered.
- Please note that WHO’s contracts are conditional on members of the workforce confirming that they are vaccinated as required by WHO before undertaking a WHO assignment, except where a medical condition does not allow such vaccination, as certified by the WHO
- Staff Health and Wellbeing Services (SHW). The successful candidate will be asked to provide relevant evidence related to this condition. A copy of the updated vaccination card must be shared with WHO medical service in the medical clearance process. Please note that certain countries require proof of specific vaccinations for entry or exit. For example, official proof /certification of yellow fever vaccination is required to enter many countries. Country-specific vaccine recommendations can be found on the WHO international travel and Staff Health and Wellbeing website. For vaccination-related queries please directly contact SHW directly at shws@who.int.
- This post is subject to local recruitment and will be filled by persons recruited in the local commuting area of the duty station.
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