Operations Associate, Service Desk

The Volunteer Services Centre (VSC) is responsible for providing timely and high-quality services in the sourcing, identification and recruitment of UN Volunteers, as well as in the management of the Conditions of Service and payroll of volunteers globally and in the management of special initiatives and enquiries.  VSC works in close collaboration with the Volunteer Advisory Services and Volunteer Solutions Sections at headquarters, as well as with Regional Offices and Field Units to ensure seamless and consolidated services in accordance with regulations and rules, pertinent policies and internal procedures. 

Reporting to the Operations Associate, Talent Acquisition and Management, the Operations Associate, Service Desk provides support to prospective and registered candidates, host entities, UN Volunteers and other stakeholders contacting UNV’s Service Desk by email, through contact forms or other case creation channels. The Operations Associate works in close collaboration with the volunteer talent pool, recruitment, management and payroll staff in the Volunteer Services Centre for resolving volunteer-related questions and issues. The Operations Associate promotes a collaborative, client-oriented approach and supports the maintenance of high-quality service delivery and volunteer satisfaction.

Provision of support through UNV’s Service Desk

• Review and assign incoming cases in line with established procedures and responsibilities
• Assist UN Volunteers throughout the volunteer cycle in a timely and accurate manner;
• Respond to queries in English, Spanish and/or French and ensure timely case resolution as per KPIs;
• Guide candidates and volunteers on website-related processes and solve problems raised;
• Develop the Service Desk knowledge base of queries and resolutions;
• Develop, translate and update message templates and any relevant materials or web-content contributing to improve clarity of information;
• Escalate cases to relevant UNV personnel or sections as necessary, especially the Volunteer Solutions Section, for guidance and clarification on questions related to volunteer policies, standard operating procedures and systems;
• Ensure compliance with UNV policies and procedures, and  record actions in relevant systems;
• Monitor trends in reported issues and propose measures to address their root-causes (including offerings, standard operating procedures, training, etc.);
• Develop improvements to response times and service quality;
• Monitor satisfaction with support provided, follow up when relevant.

Contribution to recruitment and management of UN Volunteers

• As appropriate, support the Volunteer Recruitment and Volunteer Management staff in the provision of recruitment and volunteer management services encompassing the full cycle of volunteers’ engagement, from recruitment through onboarding, transactional entitlements management and separation, in adherence to established regulations and policies;
• Guide and support candidates, UN Volunteers and UNV’s managers and partner agencies on the Conditions of Service for the different volunteer modalities, as well as and on the volunteer management cycle;
• Contribute to the improvements of workflows by identifying bottlenecks and proposing solutions to streamline workflows. Alert on deficiencies or risks and escalate related issues to direct supervisor’s consideration;
• Liaise with Regional Offices and Field Units to look into special situations and provide guidance on applicable regulations, rules and policies to ensure full compliance with accountability framework

Facilitation of knowledge building and knowledge sharing

• Provide inputs to the design of training materials and corporate activities towards building staff capacity at headquarters, regional and country levels in using UNV’s Service Desk tools effectively;  
• Synthesize recruitment, and volunteer management knowledge and integrate into UNV’s Service Desk knowledge base for internal and external consumption.;
• Make contributions to knowledge networks and communities of practice;
• Provide inputs and feedback for the improvement of Service Desk related IT systems and processes that enable the Centre’s timely and quality service delivery.

Management support

• Support the Team Leader, VSC in the coordination of the team meetings, annual work planning and reporting processes;
• Serve on a rotational basis as a focal point for the Volunteer Services Centre on specific roles;
• Perform any other duties assigned by the supervisor.

Core Competencies:

Innovation

• Ability to make new and useful ideas work

Leadership

• Ability to persuade others to follow

People Management

• Ability to improve performance and satisfaction

Communication

• Ability to listen, adapt, persuade and transform

Delivery

• Ability to get things done while exercising good judgement

Functional Competencies:

Quality Assurance

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

Relationship Management

• Ability to engage and foster strategic partnerships with other parties, inter-agency coordination and forge productive working relationships

Operational Efficiency

• Ability to identify and execute opportunities to improve operational efficiency

Knowledge Management

• Ability to capture, develop, share and effectively use information and knowledge

Education:

• Secondary education;
• University degree in human resources, business or public administration is desirable, but it is not a requirement;
• Training in Salesforce Service Cloud would be an asset

Experience:

• 6 years of experience in customer support, personnel management, client service, and online collaboration/communication.

Language Requirements:

• Fluency in English;
• Proficiency in Spanish or French.

Other:

• Experience in the usage of Salesforce Service Cloud and office software packages (MS Word, Excel, etc.);
• Experience in handling web-based management systems.

Note:
•    Only short-listed applicants will be contacted;
•    The successful candidate will hold a UNDP letter of appointment;
•    All posts in the GS categories are subject to local recruitment.

Applicant information about UNDP rosters

UNDP/UNV 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/UNV at the same grade level and with similar job description, experience and educational requirements.

Workforce diversity
UNDP/UNV is committed to achieving diversity within its workforce, and encourages all qualified applicants, irrespective of gender, nationality, disabilities, sexual orientation, culture, religious and ethnic backgrounds to apply. All applications will be treated in the strictest confidence.

UNDP/UNV does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

Scam warning
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