Chief, Global Shared Services Centre (gssc) Operations Support

Organizational Context

The International Organization for Migration (IOM), a UN-related organization established in 1951, facilitates humane and orderly migration globally. The Global Shared Services Centre (GSSC) in Manila provides centralized administrative and transactional support in HR, payroll, finance, and occupational health. This role, Chief of GSSC Operations Support, is situated within the GSSC and reports to the Director of GSSC, overseeing operations support, business change, and improvement initiatives.

Job Purpose

The Chief, Global Shared Services Centre (GSSC) Operations Support, is accountable for providing strategic leadership and oversight for operations support within the GSSC in Manila. This role is crucial for building a strong customer service culture and ensuring continuous improvement and effective performance management. The incumbent will lead various units including Strategic Business Change Management, Resources Management, Business Innovation, Customer Care, Enablement Services, and Quality Control. The purpose is to ensure efficient, effective, and timely management of resources, drive strategic business change, and foster innovation to enhance the GSSC's support to IOM worldwide, aligning services with organizational priorities and stakeholder expectations.

Responsibilities

Provide strategic leadership and oversight for Operations Support units, including Strategic Business Change Management, Resources Management, Business Innovation, Customer Care, Enablement Services, and Quality Control, ensuring effective and timely support for GSSC core processes. Define and manage service level expectations in collaboration with stakeholders, ensuring client-focused services aligned with organizational priorities. Lead and develop managers and staff, fostering collaboration, innovation, and performance excellence. Drive strategic change initiatives across business processes, technology, and organizational structures, managing risks and performance metrics. Oversee resources management teams, establish strategic priorities, and implement robust internal controls. Provide guidance for business improvement initiatives, oversee performance reporting, and act as a liaison for new solutions and digital tools. Manage the Customer Care team, develop customer service strategies, and handle escalations. Oversee knowledge management of SOPs, KPIs, and SLAs, and ensure governance for data and ERP role management.

Work Experience

A minimum of ten years of progressive experience in financial management, accounting, or audit, preferably within an international organization or shared services environment. Demonstrated experience managing large finance operations or transaction processing teams. Solid experience with ERP systems (preferably Oracle) and financial reporting tools. Proven track record in leading change management, process improvement, and automation in financial operations.

Skills

Strong leadership, interpersonal, and communication skills. Ability to manage multi-functional teams in a culturally diverse environment. In-depth knowledge of internal controls and audit requirements. Capacity to manage pressure and prioritize effectively across competing demands.

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