IMPORTANT NOTICE REGARDING APPLICATION DEADLINE: Please note that the closing date for submission of applications is indicated in local time as per the time zone of the applicant's location.
Organizational Setting
The Department of Management’s Division of General Services (MTGS) provides support functions to the IAEA through its four Sections, namely the Archives and Records Management Section (ARMS), the Commissary Management Section (CMS), the Facilities Management and General Support Section (FMGSS) and the Seibersdorf Laboratories Services Section (SLSS).
Among the four Sections, the Commissary Management Section (CMS) is responsible for the management of the Agency’s tax and duty-free store at the Vienna International Centre. The Commissary is a self-sustaining and non-profit making operation, enabling the purchase of selected consumer goods by the diplomats of Permanent Missions of Member States accredited to the UN organizations, staff members of the UN organizations based at the VIC as well as of other authorized organizations.
Main Purpose
Reporting to the Director of General Services, the Retail Operations Manager is responsible for preparing the Commissary business area for transition to new ways of working. The Retail Operations Manager develops and oversees the implementation of the Business Plan to transform the Commissary to the new ways of working. The Retail Operations Manager will lead the efforts to run the Commissary like a business and adapt the operation to meet the changing customer demands as well as the evolving supply chain realities, while retaining the self-sustaining and non-profit making requirements. In accordance with the Business plan, s/he will lead this transition, including determining the timing of the necessary future investments, while ensuring that changes are integrated into the business in a sustainable manner. The Retail Operations Manager supports the Director throughout the transformation of the Commissary and is responsible for monitoring and supervising changes to business processes and systems, technology, job roles, and structures within the Commissary and plays a crucial role in ensuring staff members and customers embrace the change.
Role
The Retail Operations Manager is: (1) a change agent, creating and implementing change management strategies and plans for people and business (2) a leader, evaluating the impact of planned business change, while identifying risks and developing risk mitigation tactics (3) ) a manager of the human and other resources required for the efficient and effective running of the operation; (4) a mentor, providing coaching and advice to employees at all levels and, (5) a communicator, able to engage and support senior management as well as employees at all levels.
Functions / Key Results Expected
The Retail Operations Manager:
- Supports the Director by playing a key role in the conduct of affairs and interacting with stakeholders, as well as coordinating strategic and operational activities and investments during the implementation phase of business operation change.
- Is accountable for the financial, commercial and operational management of the VIC Commissary, to ensure both customer satisfaction and continued financial viability of the operation.
- Ensures annual budget, forecasts and monitoring are established and meaningful and serve as a basis for sound business decisions.
- Initiates and implements changes to business processes, systems, technology and job roles to better fit the new business structure.
- Provides direct training and coaching to Commissary staff at all levels to embrace the change.
- Designs, develops, delivers and manages communications plans to enable smooth implementation of the change initiatives.
- Establishes KPIs, procedures and mechanisms to evaluate the work of all the Commissary Units and Services on an ongoing basis to ensure the delivery of a first-class, cost-effective service which meets the profit and sales targets outlined in the business plan.
- Supervises and evaluates the work of all the Commissary Units and Services on an ongoing basis in line with internal work procedures and control mechanisms to ensure the delivery of a first-class, cost-effective service.
- Establishes and maintains contact with members of the Commissary Advisory Committee, Permanent Mission diplomats, and managements of the Vienna-based organizations and suppliers alike.
- Identifies, analyses and prepares risk mitigation tactics and manages anticipated resistance to change.
- Tracks implementation progress and reports back to Management.
Competencies and Expertise
Core Competencies(Competency Framework) Name Definition Communication Encourages open communication and builds consensus. Uses tact and discretion in dealing with sensitive information, and keeps staff informed of decisions and directives as appropriate. Achieving Results Sets realistic targets for himself/herself and for the team; ensures availability of resources and supports staff members in achieving results. Monitors progress and performance; evaluates achievements and integrates lessons learned. Teamwork Encourages teamwork, builds effective teams and resolves problems by creating a supportive and collaborative team spirit, remaining mindful of the need to collaborate with people outside the immediate area of responsibility. Planning and Organizing Sets clearly defined objectives for himself/herself and the team or Section. Identifies and organizes deployment of resources based on assessed needs, taking into account possible changing circumstances. Monitors team’s performance in meeting the assigned deadlines and milestones.
Functional Competencies Name Definition Client orientation Examines client plans and develops services and options to support ongoing relationships. Develops solutions that add value to the Agency’s programmes and operations. Judgement/decision making Consults with and seeks advice at the appropriate managerial level when making complex decisions. Facilitates dialogue and development of best practice to support judgement/decision making, in full compliance with the Agency’s regulations and rules. Persuasion and influencing Develops consensus on ideas and recommendations affecting own teams or Sections and other teams. Facilitates discussions and gives consideration to a range of interests, options and possibilities.
Required Expertise Function Name Expertise Description Management and Programme Analysis Analysis of Best Practices Detailed knowledge of a business environment and ability to apply best practices in management. Finance Budget and Financial Management Ability to exercise control over substantial financial resources. Management and Programme Analysis Business Acumen Acute business acumen and understanding of organizational issues and challenges. Human Resources Change Management Good understanding of change management principles, techniques & tools. An in depth understanding of how people go through a change and the change process. Management and Programme Analysis External Cooperation Ability to establish and maintain strong business relationships. Human Resources Human Resource Development Thorough knowledge of management principles and ability to foster an environment that promotes good performance and innovation. Management and Programme Analysis Project Management Familiarity with project management approaches, tools and phases of the project lifecycle. Management and Programme Analysis Risk Management Ability to identify potential risks and develop risk mitigation tactics early on. General Services Store keeping In-depth knowledge of the consumer goods market and modern retail concepts.
Qualifications, Experience and Language skills
Master's Degree - Advanced university degree in the field of commerce, business administration, marketing or a related field.
Change management or Project management certification or designation desired.
Bachelor's Degree - University degree in the field of commerce, business administration, marketing or a related field with two years of additional relevant experience may be considered in lieu of advanced university degree.
A minimum of ten years' relevant working experience, with at least four years in running a large retail/duty free operation or comparable business, preferably at an international level.
Demonstrated experience with large-scale business change efforts in an international setting.
Advanced computer skills, including practical experience with databases and dedicated retail IT systems.
Excellent oral and written command of English. Knowledge of other official IAEA languages (Arabic, Chinese, French, Russian and Spanish) is an asset.
Remuneration
The IAEA offers an attractive remuneration package including a tax-free annual net base salary starting at US $92731 (subject to mandatory deductions for pension contributions and health insurance), a variable post adjustment which currently amounts to US $ 55453*, dependency benefits, rental subsidy, education grant, relocation and repatriation expenses; Other benefits include 6 weeks' annual leave, home leave travel, pension plan and health insurance. More information on the conditions of employment can be found at: https://www.iaea.org/about/employment/professional-staff/conditions
General Information
Evaluation process
Appointment information