Summary
Date Posted: Wednesday, October 19, 2022 , Base Salary: Not Disclosed

JOB DETAILS:

Responsibilities
• As Client Relationship Management (CRM) Focal Point, regularly review client satisfaction and be fully appraised of matters arising from services provided by DAS and resolve any questions related to common services (CS), client relations, and administrative issues; coordinate the smooth transition of new clients; regularly hold bilateral meetings with existing clients; coordinate the preparation and finalization of Service Level Agreements (SLAs) and Memorandum of Understanding (MOUs).
• Within the CRM portfolio, ensure adequate and timely communication on service provision through regular client meetings, reviews with Division Services, and a variety of media including website, surveys etc.
• Support recruitment of CRM staff in ODA. Develop communication tree and escalation mechanism and convey to clients/stakeholders.
• Responsible for CRM related trainings and focal point in ODA for the new CRM tool, Service Now, once rolled out.
• Coordinate the implementation of multi-disciplinary initiatives and projects, as relates to CRM and development reforms, locally and in conjunction with the Department of Operational Support (DOS) and Development Coordination Office (DCO). Identify and coordinate activities to strengthen CRM in DAS.
• Represent DAS on the monthly Common Services Management Team (CSMT) meetings, support the Kenya Resident Coordinator, Common Services Board (CSB) and the UN Country Team (UNCT) on progress and annual updates of the UNON Common Services portfolio.
• As Common Services Focal Point, ensure the timely development of UNON CS annual workplans and budgets; prepare progress reports on UNON CS provision; maintain an accurate and organized repository of related documents; and identify areas that could benefit from CS interventions. Coordinate UNON reporting against established KPIs.
• Manage the smooth operation and provide administrative guidance to the CRM and Common Service portfolio team members, within the Office of the Director.
• Participate, as required, in working groups and other committees related to common services, Local Shared Service Centre (LSSC) as requested by the supervisor.
• Identify quality issues, and consequently, opportunities for quality improvement regarding the UNON/DAS service provision to other entities globally.
• Oversee the Data / Management support staff in the unit responsible for checking and preparing overview of data for DAS service provision, Key Performance Indicators (KPI), in coordination with UNON services.
• Collects and analyzes data to identify trends or patterns and provide insights through graphs, charts, tables and reports using data visualization methods to enable data-driven planning, decision-making, presentation and reporting.
• Perform other related duties as designated by the Senior Coordination Officer and Director of Administration, UNON.

Competencies
• Professionalism: Knowledge of administrative, budgetary, financial and human resources policies and procedures. Ability to apply various United Nations administrative rules and regulations in work situations. Conceptual analytical and evaluative skills to conduct independent research and analysis. Ability to identify issues, formulate opinions, make conclusions and recommendations. The ability to analyze and interpret data in support of decision-making and convey resulting information to management. 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. Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work.
• 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.
• Accountability: Takes ownership of all responsibilities and honours commitments; delivers outputs for which one has responsibility within prescribed time, cost and quality standards; operates in compliance with organizational regulations and rules; supports subordinates, provides oversight and takes responsibility for delegated assignments; takes personal responsibility for his/her own shortcomings and those of the work unit, where applicable.

Education
• Advanced University degree (Master's degree or equivalent) in business, public administration or a related field required. A first-level university degree in combination with two additional years of qualifying experience may be accepted in lieu of the advanced university degree.
• Successful completion of both degree and non-degree programs in data analytics, business analytics or data science programs is desirable.

Work Experience
• A minimum of seven years of progressively responsible experience in administration, finance, accounting, human resources management or related field is required.
• Experience in the delivery of a range of administrative services, within tight deadlines in accordance with established UN requirements, and/or knowledge and experience in the fields of operational service provision is required.
• Experience managing high level client relationships with strong communication and analytical skills is required
• At least 3 years of relevant work experience with Client Relationship Management (CRM), and Quality Assurance Management (QA) is desirable.
• Experience in project management, providing leadership and team coordination in a multi-cultural, working environment is desirable.
• 2 years or more of experience in data analytics or related area is desirable.


Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure

Interested and qualified? Go to United Nations Office at Nairobi (UNON) on careers.un.org to apply

All Jobs

QUICK ALERT SUBSCRIPTION