Director, Global Shared Services Centre (GSSC)

As an essential component of the strategic direction of the UNDP Bureau for Management Services (BMS) and with an emphasis on the provision of cost effective and integrated management transactions services, UNDP’s Global Shared Services Center (GSSC) combines the resources of GSSC (Copenhagen), GSSC (Kuala Lumpur) and Regional Service Centers in Dakar, Istanbul, Amman, Addis Ababa, Bangkok, and Panama. 

The GSSC provides transactional human resources, finance, and procurement services to UNDP Country Offices and Headquarters Units in 170+ countries / territories as well as to over 85 United Nations (UN) entities. The GSSC ensures that these services are delivered on time, with high quality, within the corporate regulatory framework, and to the satisfaction of clients.   The Director, BMS/GSSC has the responsibility for the vision, management, and oversight of the service centre.

1) Directs and oversees coordinated management transactions services delivered from GSSC to UNDP and external clients. 

• Develops a procedural framework and client-focused culture in the delivery of services; 
• Ensures active engagement with functional leaders through regular work-planning, results-monitoring, and information-sharing to ensure all centralized services are governed by a unified management approach; and 
• Oversees the resource management of GSSC (KL) and GSSC (CPH) and ensures proper costing for services delivered as well as collection of cost recovery.

2) Ensures that GSSC delivers services against set performance targets. 

• Articulates a clear, compelling, and fully actualized client services model for transactional service delivery standards and formalizes service level agreements accordingly;
• Co-develops and regularly communicates service standards and key performance indicators (KPIs);
• Secures service level agreements with all clients; 
• Ensures all clients have clear knowledge of the services they can receive, the teams which support them, performance indicators, cost of services and mechanisms for resolving issues related to service delivery; 
• Continuously improve the effectiveness and efficiency of services to drive up quality and improve performance;
• Maintains a unifying approach to gathering client feedback, escalating issues, and adapting service arrangements where results are not in line with set goals; 
• Communicates and interacts with the Directors of BMS functional units; and
• Establishes and maintains regularly scheduled meetings regarding the status and performance of the GSSC. 

3) Ensures efficient and effective operations at the GSSC by optimizing service delivery across all locations.  

• Leads an integration and coordination team to both facilitate the transition of services to the GSSC and to actively identify business process reengineering opportunities with the centre functional leads to streamline and standardize services performed by the unit in consultation with Global Process Leads (GPO).
• Solicits business process improvement initiatives to build a culture of solutions-orientation, multi-disciplinary teamwork, and client satisfaction; 
• Collaborates with leaders of global service centers from other Agencies and international organizations to share knowledge and follow industry practices; and
• Ensures compliance with applicable functional unit policies for services provided by the GSSC. 

4) Ensures the financial sustainability of the GSSC.

• Oversees the implementation of GSSC financial sustainability initiatives in collaboration with various stakeholders;
• Manages and oversees the development and implementation of client strategies that ensure GSSC financial sustainability;
• Continuously explores and recommends suite of services for existing and new clients with a view to ensuring GSSC financial sustainability;
• Leads in the identification of new services and clients to support GSSC financial sustainability;
• Ensures continued optimization of services to support GSSC financial sustainability.

5) Leads knowledge management and innovation

• Encourage knowledge creation and management, including the development of communities of practice and development solutions teams;
• Establish and maintain knowledge and innovation partnerships, including partnering with outside organizations in order to bring those insights into UNDP for a greater development impact.
   

• Achieve Results - LEVEL 4: Prioritize team workflow, mobilize resources, drive scalable results/strategic impact 
• Think Innovatively - LEVEL 4: Easily navigate complexity, encourage/enable radical innovation, has foresight 
• Learn Continuously - LEVEL 4: Create systems and processes that enable learning and development for all 
• Adapt with Agility - LEVEL 4: Proactively initiate/lead organizational change, champion new systems/processes 
• Act with Determination - LEVEL 4: Able to make difficult decisions in challenging situations, inspire confidence 
• Engage and Partner - LEVEL 4: Construct strategic multi-partner alliances in high stake situations, foster co-creation 
• Enable Diversity and Inclusion - LEVEL 4: Create ethical culture, identify/address barriers to inclusion  

People Management - UNDP People Management Competencies can be found in the dedicated site.

• Ability to effectively plan, organize, and oversee the organization’s business processes in order to convert its assets into the best results in the most efficient manner. Knowledge of relevant concepts and mechanisms. 

• Ability to perform administrative and procedural activities to ensure that quality requirements and goals are fulfilled.

• Ensures financial resilience through proactive assessment of risk, implementation of controls and taking mitigating action. Understands risk and reward in relation to collaborative and commercial projects. Ensures a culture of positive risk management.

• Ability to create and manage processes to achieve UNDP's long and short-term financial goals, including through planning, budgeting, forecasting, analyzing and reporting.

• Ability to work with incomplete information and balance competing interests to create value for all stakeholders.

• Ability to reach an understanding, persuade others, resolve points of difference, gain advantage in the outcome of dialogue, negotiates mutually acceptable solutions through compromise and creates ‘win-win’ situations.

• Ability to use objective problem analysis and judgment 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.

• Advanced university degree (master’s degree or equivalent) in Business Administration, Public Administration, Information Technology, Finance, Accounting or relevant field of professional management and operational management is a requirement; OR
• A first level university degree (bachelor’s degree) in above mentioned fields in combination with an additional 2 years of qualifying experience, will be given due consideration in lieu of advanced university degree.
• Professional accounting qualification from an internationally recognized institute of accountancy is preferred. 

Experience:

• Minimum 15 years (with master’s degree) or 17 years (with bachelor’s degree) of relevant professional experience in management.
• Experience in leading diverse and remotely situated teams in multiple locations.
• Demonstrated success in client relationship management and experience utilizing a Client Relationship Management Systems (CRM).
• Experience in data analysis and in data-driven decision-making.
• Experience in leading innovation in cost effective and integrated services and in organizational change management.
• Solid track record of experience leading one or more of the following management areas: finance, human resources and procurement.
• Demonstrated experience in managing operations in an international organization at country or regional level.

Language:

• Fluency in English.