Quality Improvement Program Manager

Organizational Context

The Universal Postal Union (UPU), a specialized agency of the United Nations with 192 member countries, serves as the primary forum for cooperation within the postal sector. Its mandate is to ensure a universal network of up-to-date postal products and services. This role operates within the UPU's International Bureau.

Job Purpose

The Quality Improvement Program Manager, under the supervision of the Quality of Service and Compliance Coordinator, is responsible for the smooth operation and strategic implementation of the UPU's quality improvement programs and projects. This role provides essential technical expertise and advice, manages program resources, and supports UPU bodies. The incumbent will establish program direction, develop strategies to enhance quality improvement services, and oversee key projects, ensuring alignment with strategic priorities and effective partner collaboration. The position also involves managing ongoing activities, setting work plans, implementing performance indicators, and identifying opportunities for improvement to maintain high-quality standards across the global postal network.

Responsibilities

The Quality Improvement Program Manager oversees the strategic direction and operational management of UPU's quality improvement programs. Key duties include developing and formulating project documents for activities like Integrated Quality Plans (IQP) and E-certification, and leading regional capacity-building initiatives. The role involves assessing project progress, coordinating implementation, and adjusting priorities as needed. The manager is responsible for the smooth functioning of tools and systems that measure service quality and enhance postal network interoperability, including monitoring performance and reporting results. Additionally, the incumbent manages the annual work plan, allocates resources, designs and implements key performance indicators, and identifies improvement opportunities. Providing technical expertise and advice to internal and external stakeholders, managing program budgets, and supervising staff are also core responsibilities. The role includes preparing substantive input for UPU bodies and providing secretariat support for working groups.

Work Experience

A minimum of nine years of relevant experience is required for candidates with a first-level university degree. Candidates holding an advanced university degree require a minimum of seven years of experience. Experience should be in postal operations and/or similar logistics services.

Skills

Professionalism, Ethics, Communication, Teamwork, Focus on Results, Taking Responsibilities/Cost Awareness, Project Management, Quality of Service, Postal Operations, Logistics, UPU Standards (EDI).

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