Org. Setting and ReportingWith its 192 member countries, the Universal Postal Union (UPU), a specialized agency of the United Nations, is the primary forum for cooperation between postal sector players. It helps to ensure a truly universal network of up-to-date products and services. ResponsibilitiesUnder the supervision of the Director of Postal Operations, the incumbent: Designs and formulates strategies and policies of a comprehensive quality management system ensuring excellence in the UPU’s quality of service initiatives; - Leads and coordinates actions to assure and continuously enhance the quality of service for both letter-post and parcel-post including supplementary services in a customer-focused manner; - Directs, coordinates and manages compliance, Quality Improvement and Quality Measurement Programmes to ensure the effective implementation of respective activities; - Represents the UPU to external organizations in areas relating to the service duties and ensures secretariat role to related UPU bodies. 1 Strategy: Designs, develops, formulates, and continuously updates overall strategies and policies within the framework of the Integrated Quality Plan. These strategies should be implemented by UPU bodies, UPU member countries, designated operators, and Restricted Unions to enhance the quality of postal services worldwide. This effort will be carried out in collaboration with international, regional, and national organizations; - Proactively identifies emerging challenges in the postal sector and proposes innovative solutions. - Develops and implements a quality measurement, assurance and improvement system built on UPU standards in line with international quality of service standards. - Ensures collaboration and transversal coordination with relevant DOP bodies, that quality of service activities is consistent with supply chain and physical service requirements; - Assesses the changing requirements on the improvement of quality of postal services both from policy side and operational side including the specific needs of segmented customers so that the postal community can achieve the required level of quality of service effectively; - Develops and monitors action plans to be carried out by various stakeholders (UPU bodies, UPU member countries and designated operators and the Restricted Unions) to improve the quality of postal services worldwide including customer satisfactions; - Coordinates, facilitates and monitors UPU’s quality of service certification and audits as per the UPU standards and international best practices. A global programme internationally recognised and with an accepted evaluation system. - Designs framework to raise awareness of, promotes and implements, quality of service improvement in the postal sector by demonstrating to stakeholders how it can add social, operational and economical value to the society. - Initiates studies and major projects related to Quality of Service, quality measurement and compliance, monitors publication of their results; sets priorities, deadlines, standards with stated overall goals; ensures and assesses quality of information; - Enhances data-driven decision-making by integrating innovative solutions into quality measurement frameworks such as AI and machine learning tools.\" Develops regional quality auditors training and certification programme to support the UPU’s global quality certification and quality audits. 2 Coordination: Internal to IB: - Coordinates with other IB Directorates and all DOP programmes issues impacting quality of postal services and ensure the effective implementation of actions to be undertaken for improvement of quality of postal services both for letter post and parcel-post including supplementary services; - Coordinates with the relevant Postal Operation Council (POC) and Council of Administration (CA) for the optimal way of collection and publication of the key performance indicators for quality of service and the results of quality of service performance by designated operators; - Contributes actively to any activities needed for the product development of letter-post and parcel-post in better alignment with other products such as EMS; - Ensures in cooperation with the other Directorates of the IB the transfer of know-how and best practices to designated operators in the quality of service improvement through regional projects. External to IB: - Ensures with the external organizations dealing with quality of service standards and certification systems that UPU’s quality of service measurement and the quality management certification systems are in alignment or compatible with the international standards; - Coordinates with the external partner organizations to facilitate the effective implementation of UPU quality measurement and customer inquiry systems. 3 Supervision: Supervises the Compliance, Quality improvement and Quality measurement programmes by providing specialised and authoritative advice and guidance on - Building team sprit among Programme’s staff members; - Formulation and implementation of project plans; - Setting up and monitoring yearly and monthly work plans for each programme; - Defining and assigning annual objectives to programmes’ staff members; - Developing and managing budget; - Resolution of sensitive and complex issues. Leads UPU’s global strategic projects of quality measurement system such as Global Monitoring System of a maximum number of designated operators; Ensures optimization and cost effectiveness of UPU international letter mail quality measurement systems with the possible integration into a single system, UPU supplementary services quality measurement system and parcels quality measurement system to meet the customers’ requirements. 4 Representation: - Represents UPU’s position or negotiates on its behalf at international meetings in the field of quality of postal services; - Builds relations and strengthens cooperation with external strategic partners and other international organizations; - Projects the UPU and its quality of service improvement activities at external forums. 5 Secretariat to UPU bodies: - Ensures the quality and knowledge content of documents prepared by the relevant DOP programmes for submission to the UPU bodies; - Assists the POC Secretariat (DOP), jointly with other DOP managerial staff, for the effective implementation of POC business and work plan; - Provides the secretariat for, and coordinates the organization of, the meetings of POC’s dedicated groups, including drafting documents, reports creation and distribution, and provides expert advice and guidance to Chairs; - Guides the development of quality of service activities with POC bodies and ensures follow up and implementation of decisions and recommendations. CompetenciesProfessionalism – Takes responsibility for own actions and decisions, and for the consequences of these; – Produces and delivers high-quality results; – Drives change and improvement, continually searching for new ways to position the organization for success; – Ensures that knowledge and learning is shared across the organization and encourages staff to learn from each other. Ethics – Ensures that personal views and convictions do not compromise ethical principles; – Understands and behaves in accordance with the UPU's professional, ethical and legal framework; – Does not abuse power or authority vested by functions; – Respects commitments and promises made to internal and external partners; – Promptly confronts unprofessional or unethical behaviours and takes immediate appropriate action; – Maintains confidentiality and treats sensitive information with discretion. Teamwork • Works collaboratively with team members to achieve results; • Shows respect to other members of the team, regardless of gender or of cultural, educational or religious background; • Seeks help when needed in order to achieve set goals; • Shares information on issues that may affect the team and respects confidentiality; • Accepts joint responsibility for the team’s successes and shortcomings. • Encourages cooperation among staff within the programme and directorate and across the organization; • Collects and assesses information on a broad range of issues related to the team’s work and seeks common solutions; • Encourages others to be innovative in order to improve outcomes. • Creates an empowering and motivating environment, encouraging team members to work together; • Delegates work appropriately, providing staff with the necessary support to meet their objectives; • Clarifies strategies and goals with supervisees and acts as a role model to foster enthusiasm and energy at work; • Ensures that knowledge and learning is shared within the programme and directorate and across the organization and encourages staff to learn from each other. Results orientation • Seeks to achieve expected outputs within the agreed timeframe; • Ensures competent delivery with minimal supervision, even under pressure and with constantly changing priorities; • Keeps supervisors informed of challenges encountered and solutions found. • Quickly identifies issues and the right person to provide solutions, and shows strong client orientation in business dealings; • Explores the options for finding innovative solutions to improve work processes and results; • Remains focused and keeps morale high when faced with adversity; • Reallocates resources quickly and effectively when faced with unforeseen events. • Provides high-quality advice in their area of expertise; • Possesses excellent judgement and decision-making abilities; • Anticipates new trends, patterns and challenges, and identifies opportunities to promote the medium and long-term goals of the UPU; • Encourages supervisees to think outside the box and to find creative solutions to problems. Team management • Demonstrates the ability to delegate responsibility, motivate and lead, and provide effective coaching and performance feedback; • Coordinates the activities of the team; • Delegates work efficiently within the team and evaluates the team’s work in a timely and fair manner; • Clearly communicates work expectations and defines successful indicators; • Takes ownership of the team’s problems and seeks sustainable solutions; • Recognizes team participation and rewards individual contributions; • Ensures a good planning of work and regularly reassesses priorities to ensure delivery of the expected outcomes; • Motivates team members to strive for excellence. • Aligns existing UPU projects with the strategy in place, providing clear guidelines for long-term projects; • Takes responsibility for the team’s results and failures and encourages the team to always seek improvement Leadership • Encourages colleagues to share their views and takes time to understand and consider those views; • Is receptive to new ideas and working methods; • Adapts readily and efficiently to changing priorities and demands. • Shows commitment to the team’s work and identifies trends and opportunities to improve existing processes and methodologies; • Builds and promotes internal and external partnerships that can provide information, assistance and support to the UPU; • Interacts with other directorates to create opportunities for synergies and resource optimization; • Fosters a trusting working environment by accepting and providing feedback to improve cooperation within the team; • Defines team members’ priorities and motivates the team to achieve set goals; • Encourages staff to test new and innovative solutions for solving existing problems. • Demonstrates excellent judgement and decision-making abilities; • Demonstrates a high sense of political sensitivity; • Demonstrates strong representational abilities; • Demonstrates the ability to develop and implement a strategic vision; • Demonstrates the ability to understand the full complexity of a situation; • Demonstrates a high sense of integrity and impartiality. Job-related competencies: 1 Good written and oral communications skills 2 Analytical skills 3 Leadership skills 4 Ability to discern and synthesize trends in technology and management practice 5 Facilitation and consensus-building skills 6 Global vision 7 Ability to foresee threats facing the postal sector and take corrective action 8 Vision to take a long-range view and build a modern and forward-looking postal sector 9 Ability to think strategically and build partnerships in the interest of the postal sector EducationAn advanced university degree (MS or similar) or first-level university degree (Bs or similar) in the area such as public administration, management, economy, logistics / supply-chain, or similar Job - Specific Qualification1. Excellent knowledge of international postal service operations including quality measurement systems, is required. 2. Extensive knowledge of the UPU Acts (Convention and its Regulations), is required. 3. Strong, demonstrated experience of international project management, is required. 4. Good knowledge of economic matters in subjects related to the duties of the position, is required. 5. Familiarity with the workings of international organizations, acquired through participation in the meetings of those bodies, is required. 6. Familiarity with the workings of UPU bodies is desirable. Work Experience10 years when advanced degree is desirable 12 years when first level university degree of combined experience of national and international postal service operations at managerial level is required LanguagesFluency in English or French is required. Capacity to communicate in the other language would be an asset AssessmentApplicants will be contacted directly if selected for written test. Additional testing/interviewing may be used as a form of screening. Special Notice- Annual salary:(Net of tax) 101,540 USD - Post adjustment: 73.6% of the above figure(s). This percentage is to be considered as indicative since variations may occur each month either upwards or downwards due to currency exchange rate fluctuations or inflation. - Type of contract: Fixed-term (Core) appointment - Duration: Three years - Scheduled date for taking up appointment: As soon as possible - French is the official language of the UPU. English and French are the working languages of the UPU International Bureau. - Priority shall be given for an internal promotion. - The UPU is committed to encouraging diversity within its workforce. Interested candidates from minority groups and/or with disabilities are encouraged to apply. All applications will be treated equally and in the strictest confidence. - Candidates might be considered for other similar posts (for a period not exceeding one year). - Candidates must ensure that they provide relevant contact details so that they can be contacted at any time, to prevent them from being excluded from the selection process. - The UPU is committed to securing the highest standards of efficiency, competence and integrity for its staff members. In this regard, candidates under serious consideration for selection may be subject to satisfactory background checks aimed at validating the educational and professional background records as indicated by candidates in their respective application forms. - At the discretion of the UPU, such background checks may also be extended to include criminal records, disciplinary measures, sexual exploitation and abuse, and professional license check validation. 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.