Org. Setting and ReportingThe United Nations Joint Staff Pension Fund (UNJSPF) was established in 1948 by the United Nations General Assembly to provide retirement, death, disability, and related benefits for staff of the United Nations and other member organizations of the Fund. The Pension Fund pays benefits in 18 currencies to more than 80,000 beneficiaries who reside in 190 countries, and services more than 140,000 participants who work in the 25 member organizations of the Pension Fund. The Fund has offices in New York (United States) and Geneva (Switzerland) and two liaison offices in Nairobi (Kenya) and Bangkok (Thailand), respectively. The UNJSPF-Pension Administration (UNJSPF-PA) has about 250 staff members from diverse countries and cultures and operates from four duty stations (New York, Geneva, Bangkok, and Nairobi). The head office is located in Manhattan, New York,), within walking distance of the Grand Central Station hub. For additional information visit www.unjspf.org. The Chief of Client Services Service is based in New York, leads client services, is a member of the executive team and reports directly to the Chief Executive of Pension Administration (CEPA). The incumbent will have a key role in implementing the Pension Administration’s strategy to simplify clients' service experience and foster an organization-wide client-centric culture. The incumbent will manage and develop client relationships, create a persistent focus on the client in all actions of the organization, and drive the organization to work together for optimum and consistent client experience and service delivery. The Chief will develop and implement a client service delivery model and oversee outreach and contact centre activities. The Chief will ensure the delivery of high-quality client services and the achievement of performance targets. The Chief will also be engaged in business transformation, process optimization, cultural improvement, and systems implementation. ResponsibilitiesThe role involves and is not limited to the following responsibilities: • Leads and delivers outstanding service to plan participants and retirees. • Drives and delivers a client service orientation across the Pension Administration. • Manages the work carried out by different work units in the service. • Sets and achieves client service performance targets. • Leads the incorporation of new technology and industry best practices into client service delivery. • Oversees and ensures the performance of the contact centre. • Co-ordinates and prepares reports and presentations. • Provides reviews and input into the drafts prepared by others. • Develops and implements a client service delivery model (CSDM) aligned to the C.A.R.E. 2024 and Beyond strategy, including client experience measurements and reporting. • Ensures that the output produced by the service is high-quality, timely and appropriate. • Prepares the service's work programme, determining priorities and allocating resources to ensure timely delivery. • Undertakes or oversees the administrative tasks necessary for the functioning of the service, including preparation of budgets, reporting on budget/programme performance, evaluation of staff performance and the evaluation of candidates for job openings. • Fills vacancies promptly, taking due account of geographical diversity and gender balance. • Manages, guides, develops and trains staff within the service. • Fosters collaboration, teamwork, and communication among staff within the service, with other functions, clients, and stakeholders. • Manages and supervises meetings, seminars, outreach activities, etc. • Actively supports and delivers change and improvement programmes. • Contributes to Senior Management Team meetings and the strategic direction of the Pension Fund. Competencies• Professionalism: Expert knowledge in the area of clients servicing, customer engagement and operating large scale client service. Ability to produce reports and papers on technical issues and to review and edit the work of others. Ability to apply UN rules, regulations, policies and guidelines in work situations. 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. • 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 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. • 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 improvements; does not accept the status quo; shows the courage to take unpopular stands. Provides leadership and takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work; demonstrates knowledge of strategies and commitment to the goal of gender balance in staffing. • Vision: Identifies strategic issues, opportunities and risks; clearly communicates links between the Organization’s strategy and the work unit’s goals; generates and communicates broad and compelling organizational direction, inspiring others to pursue that same direction; conveys enthusiasm about future possibilities. EducationAdvanced university degree (Master’s degree or equivalent) in business or public administration, finance, accounting, law, social sciences, marketing or a related area. A first-level university degree, in combination with qualifying experience, may be accepted in lieu of the advanced university degree. Job - Specific QualificationNot available. Work ExperienceA minimum of fifteen years of progressively responsible experience in management roles is required, of which at least ten years are in senior management positions focused on managing and optimizing the client experience. Experience in change management, focused on devising and executing complex client service improvement strategies, is required. Previous work experience in a client service-focused organization is required. Experience in a) leading a large client services team, b) project implementation, c) strategic planning, and d) performance setting and achievements is desirable. LanguagesFluency in one of the working languages of the UN Secretariat, English or French, (both oral and written) is required. Knowledge of another UN official language is an advantage. AssessmentEvaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview. Special NoticeThis position will be available from 1 November 2025. Female candidates are strongly encouraged to apply for this position. The mobility requirement to move periodically to different duty station is not applicable. The United Nations Joint Staff Pension Fund (UNJSPF) is an independent inter-agency body established by the United Nations General Assembly. The applicable human resources procedures are governed by a Memorandum of Understanding (MoU) between the Fund and the UN Secretariat. Please use the United Nations INSPIRA e-Recruitment website at https: //careers.un.org/ to apply for this UNJSPF position. The system provides instructions and support for online application procedures. At the UNJSPF, the paramount consideration in the recruitment and employment of staff is the necessity of securing the highest standards of efficiency, competence and integrity, with due regard to geographic diversity. All employment decisions are made on the basis of qualifications and organizational needs. The UNJSPF is committed to creating a diverse and inclusive environment of mutual respect. The UNJSPF recruits and employs staff regardless of gender identity, sexual orientation, race, religious, cultural and ethnic backgrounds or disabilities. The UNJSPF is committed to achieving 50/50 gender balance and geographical diversity in its staff. For this position, applicants from the following Member States, which are unrepresented or under-represented in the UN Secretariat as of 31 August 2024, are strongly encouraged to apply: Andorra, Angola, Antigua and Barbuda, Bahrain, Belize, Brunei Darussalam, China, Cuba, Democratic People's Republic of Korea, Dominica, Equatorial Guinea, Germany, Grenada, Guinea-Bissau, Hungary, Indonesia, Israel, Japan, Kiribati, Kuwait, Lao People's Democratic Republic, Libya, Liechtenstein, Malta, Marshall Islands, Micronesia (Federated States of), Monaco, Nauru, Oman, Palau, Panama, Papua New Guinea, Paraguay, Qatar, Republic of Korea, Saint Lucia, Saint Vincent and the Grenadines, Sao Tome and Principe, Saudi Arabia, Singapore, Solomon Islands, Somalia, Timor-Leste, Turkmenistan, Tuvalu, United Arab Emirates, United States of America, Vanuatu. Staff members appointed to the position are required to submit a financial disclosure statement upon assignment or appointment and annually thereafter. United Nations ConsiderationsAccording 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. Candidates will not be considered for employment with the United Nations if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. The term “sexual exploitation” means any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes, including, but not limited to, profiting monetarily, socially or politically from the sexual exploitation of another. The term “sexual abuse” means the actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions. The term “sexual harassment” means any unwelcome conduct of a sexual nature that might reasonably be expected or be perceived to cause offence or humiliation, when such conduct interferes with work, is made a condition of employment or creates an intimidating, hostile or offensive work environment, and when the gravity of the conduct warrants the termination of the perpetrator’s working relationship. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible. The United Nations places no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. The United Nations Secretariat is a non-smoking environment. Reasonable accommodation may be provided to applicants with disabilities upon request, to support their participation in the recruitment process. By accepting a letter of appointment, staff members are subject to the authority of the Secretary-General, who may assign them to any of the activities or offices of the United Nations in accordance with staff regulation 1.2 (c). Further, staff members in the Professional and higher category up to and including the D-2 level and the Field Service category are normally required to move periodically to discharge functions in different duty stations under conditions established in ST/AI/2023/3 on Mobility, as may be amended or revised. This condition of service applies to all position specific job openings and does not apply to temporary positions. Applicants are urged to carefully follow all instructions available in the online recruitment platform, inspira, and to refer to the Applicant Guide by clicking on “Manuals” in the “Help” tile of the inspira account-holder homepage. The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application. Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date. No FeeTHE 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.