Background
As all countries around the globe are seeking new ways to address complex and interconnected challenges such as shocks from crises, economic stagnation, inequality and poverty, providing access to clean and affordable energy, protect the environment, or mitigating and adapting to climate change, UNDP aims to develop integrated responses to these issues.
UNDP is the knowledge frontier organization for sustainable development in the UN Development System and serves as the integrator for collective action to realize the Sustainable Development Goals (SDGs). In addition to multilateral and bi-lateral partnerships, UNDP provides countries with specialized integrated technical services for eligibility assessment, programme/project formulation and implementation, capacity development, policy advice, technical assistance, training and technology transfer, mobilization of co-financing, implementation oversight, results management and evaluation, performance-based payments and knowledge management services.
The UNDP Country Office (CO) in Brazil is a key development partner of the Brazilian government and supports national and sub-national public and private sector institutions and civil society to achieve a more sustainable and inclusive society by strengthening democratic institutions, improvement of governance effectiveness, reduction of poverty and inequalities and addressing climate change and biodiversity issues.
In the pursuit of aligning organizational resources with UNDP strategic objectives and serving as the overarching framework to propel the operational reform agenda and streamline the United Nations' (UN) operational presence in Brazil, the Country Office (CO) has structured its functional organization into three primary domains: the management support functions, the Programme team, and the Operations Team. The Operations Team is further comprised of units encompassing Finance, Human Resources (HR), Support to Projects, and the Common Back-Office (CBO), with the latter encompassing provision of common services for the UN House, including Information and Communication Technology (ICT), Administration and Logistics, Procurement and Travel, and HR services tailored for UN entities and Protocol. All of these units bear the responsibility to ensure adherence to UN principles and UNDP policies and procedures in the realm of operational functions.
The Operations Team plays a pivotal role in enhancing the efficacy of UN operational services and UNDP Brazil. It does so by crafting a comprehensive service delivery platform aimed at providing operational solutions to all UN entities and UNDP programs and projects. Moreover, it coordinates operational services and explores their potential expansion to the UN Common Back-Office. Within the United Nations Development Programme (UNDP), the establishment of Common Back-Offices (CBOs) is a cornerstone of the United Nations Development System (UNDS) reform, aiming to streamline operations and enhance service delivery across the UN system. Brazil stands at the forefront of this initiative, drawing on its success from the Joint Operations Facility (JOF) to pioneer the CBO model. The strategic vision for CBO implementation in Brazil, driven by UNDP's leadership, focuses on realizing operational efficiencies, improving quality of service, and fostering a collaborative \"One UN\" culture.
In early 2023, UNDP was selected to host the CBO in Brazil, a testament to its operational prowess and the country's innovative approach to shared services. This initiative is expected to optimize resource utilization, reduce overheads, and deliver superior service to UN entities, encapsulating the essence of the Efficiency Agenda. The CBO's integration into UNDP Brazil's operations leverages the organization's established infrastructure and expertise, ensuring a seamless transition towards a more cohesive and efficient operational framework.
By acting as the operational backbone for the UN in Brazil, the CBO under UNDP's stewardship aims to address and surmount the operational challenges unique to the UN's collaborative environment. This initiative is not just about operational improvements but also about embodying the spirit of cooperation and unity that defines the UN's mission, setting a precedent for efficiency and collaboration that aligns with the goals of the UNDS reform. The CBO Client Management Associate plays a crucial support role within this context, assisting in the collection and preliminary analysis of operational data, facilitating communication and coordination efforts, and providing essential support to ensure the smooth execution of the CBO's objectives.
Duties and Responsibilities
Under the overall guidance and direct supervision of the UN Common Back-Office Client Management Analyst, the CBO Client Management Associate will administer and execute processes and transactions ensuring high quality and accuracy of work, whilst promoting a. client, quality and results-oriented approach to the CBO portfolio.
The CBO Client Management Associate works in close collaboration with members of the CBO, Operations teams, programme and project teams in the Country Office and other UN agencies personnel to exchange information and ensure consistent service delivery. The incumbent will be required to work in close collaboration with the CBO Analyst and may also be required to carry out interchangeable activities upon the needs of the organization.
UNDP/CBO adopts a portfolio approach to accommodate changing business needs and leverage linkages across interventions to achieve its strategic goals. Therefore, UNDP/CBO personnel are expected to work across units, functions, teams, and projects in multidisciplinary teams in order to enhance and enable horizontal collaboration.
As a result, it is expected that this post will be responsible for providing technical support to UNDP’s Operations and UN Common Back-Office Manager on the implementation of CBO activities and contributing to the success of planned activities in the office, as such:
Provide support to implement the Common Back-Office (CBO) operational strategies:
Support the UNDP’s Operations and UN Common Back-Office Manager in assisting the UN Entities to access the CBO services and prepare documents; Provide support and monitor the CBO system/platform, alerting on the bottlenecks and possible improvements; Provide inputs and prepare documents related to Service Level Agreements (SLAs), Standard Operations Procedures (SOPs), Key Performance Indicatores (KPIs), workflows, documents, presentations, briefings, notes and minutes. Support the development and refinement of process maps for CBO services, identifying bottlenecks, streamlining workflows, and contributing to SOPs aligned with SLAs and KPIs. Support the collection, validation, and organization of operational data to monitor KPIs, service levels, and operational trends, contributing to reporting, dashboard development, and continuous improvement of CBO operations.Provides support to CBO UN Entities:
Establish and maintain updated list of contacts and cooperation with the relevant UN Entities; Assist with regular communication and coordination before other UN Entities and maintain effective mechanisms for integrating and responding to their feedback and insight; Support creation of high quality information and visibility of the activities among the stakeholders.Provides support for effective administrative and financial control in the Common Back-Office (CBO):
Ensure proper tracking of common services budget and of Agencies’ contributions to the common services account; Assist in the preparation for audit, provide researched information and reports for audit exercises; Review travel authorizations, documentation and payments; Organize and coordinate meetings and/or missions, including logistical and administrative support, to facilitate discussions and decisions within the CBO Country Governance Board (CGB) and the Operations Advisory Group (OAG); Provide assistance in the coordination of CBO events (seminars, workshops, training etc.); prepare list of participants, send invitation, follow-up on participants´ confirmation; attend events and take minutes; Facilitate communication between the CBO and UN Entities, addressing operational and administrative queries to contribute to a smooth service delivery process.Provides operacional support to the CO Support to NIM activities, Operations areas in the CO and CBO:
Provide training and support, whenever necessary, for the CO Support to NIM external partners and Programme peers in the corporate systems, orientation on rules, procedures and/or workflows necessary for the National Implementation. Provide support on systems specifications and testing related to the Quantum External Access, Partner’s Portal and CBO System. Provide operational support across multiple functions to sustain workflow continuity and promptly attend to any critical requirements within the CBO and Operations areas.Assist in financial resources management, human resources Management, efficient procurement, and logistical services, travel, and other tasked by UNDP’s Operations Manager and CBO Manager for Brazil, maintain up-to-date files and records.Supports knowledge building, knowledge sharing and capacity building relevant to the Common Back-Office (CBO):
Provide support in the dissemination and sharing of relevant data and lessons learned within the Common Back-Office (CBO). Keep pulse on emerging best practices nationally, regionally, and internationally that relate to the work of the Common Back-Office (CBO); Make sound contributions to knowledge networks and communities of practice. Support compiling and systematizing CBO knowledge, products and tools as well as their wide distribution to partners; Provide training support to the Common Back-Office (CBO) as required.The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization.
Institutional Arrangement
The CBO Client Management Associate works in overall guidance and direct supervision of CBO Client Management Analyst and in overall guidance of the UNDP’s Operations/UN Common Back-Office Manager for Brazil, and collaboration with the members of the CBO Management team, Programme and project teams in the CO, and other UN agencies personnel to exchange information and ensure consistent service delivery.
Core Competencies
Achieve Results: LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline
Think Innovatively: LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements
Learn Continuously: LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback
Adapt with Agility: LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible
Act with Determination: LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident
Engage and Partner: LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships
Enable Diversity and Inclusion: LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination
Cross-Functional & Technical competencies
Business Direction Strategy / System Thinking: Ability to use objective problem analysis and judgement to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact on other parts of the system.
Business development / Knowledge Generation: Ability to research information and to turn it into useful knowledge, relevant for context, or responsive to a stated need. Ability to apply existing concepts to new situations, and to develop new concepts to generate workable solutions and new approaches. Knowledge of relevant concepts, conceptual models, and theories that can be useful in addressing new situations.
Business development / Integration within the UN: Ability to identity, and integrate capacity and assets of the UN system, and engage in joint work; knowledge of the UN System and ability to apply this knowledge to strategic and/or practical situations.
Business Management / Customer Satisfaction/Client Management: Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers' needs. Provide inputs to the development of customer service strategy. Look for ways to add value beyond clients' immediate requests. Ability to anticipate client's upcoming needs and concerns.
Business Management / Communication: Communicate in a clear, concise and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience. ‡Ability to manage communications internally and externally, through media, social media and other appropriate channels.
Business Management / Working with Evidence and Data: Ability to inspect, cleanse, transform and model data with the goal of discovering useful information, informating conclusions and supporting decision-making.
Administration & Operations / Documents and records management: Overall document (hard or electronic) management; registry and retention policy including storing and archiving.
Required Skills and Experience
Min. Education requirements:
Secondary education (Complete Education at High School Level) is required. University degree (Bachelor’s degree) in Business Administration, Public Administration, Management, International Relations or related areas will be given due consideration, but it is not a requirement.Min. years of relevant work experience:
Minimum of 6 years (with Secondary education) or 3 years (with Bachelor´s degree) of practical and relevant work experience at the national or international level in operations support, client service or related areas.Required skills:
Experience in administration, finance, events management, procurement, human resources, or logistic support service. Good communication and negotiation skills. Experience in usage of web-based management systems such as ERP. Experience in the use of computers, office software packages (MS Word, Excel, etc.), database packages, and web-based management systems such as ERP.Desired skills in addition to the competencies covered in the Competencies section:
Previous experience with international or development organizations is considered an asset. Experience in preparing presentation materials, including PowerPoint slides and talking points, as well as minute-taking and report drafting. Experience providing operational support for documentation management, including the preparation, review, and maintenance of Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and other operational frameworks documents is considered an asset. Knowledge and experience of ticket-based service management systems (e.g., ServiceNow/UNALL, or equivalent) is considered an asset.Required Language(s):
Fluency in Portuguese and English languages is required.Equal opportunity
As an equal opportunity employer, UNDP values diversity as an expression of the multiplicity of nations and cultures where we operate and, as such, we encourage qualified applicants from all backgrounds to apply for roles in the organization. Our employment decisions are based on merit and suitability for the role, without discrimination.
UNDP is also committed to creating an inclusive workplace where all personnel are empowered to contribute to our mission, are valued, can thrive, and benefit from career opportunities that are open to all.
Sexual harassment, exploitation, and abuse of authority
UNDP does not tolerate harassment, sexual harassment, exploitation, discrimination and abuse of authority. All selected candidates, therefore, undergo relevant checks and are expected to adhere to the respective standards and principles.
Right to select multiple candidates
UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.
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