Chief, Client Service Division [Open to internal and external applicants]
Organizational Context
The Bureau for Management Services (BMS) is UNDP's central operations bureau, providing policy, oversight, advisory, and transactional services to deliver integrated development solutions. BMS innovates business operations to meet evolving partner needs and best practices. The Client Service Division (CSD) Chief leads a team that partners across BMS and UNDP to design and implement integrated business solutions, supporting key client relationships and coordinating complex requests.
Job Purpose
The Chief of the Client Service Division (CSD) is responsible for partnering with teams across BMS and UNDP to address UN Agency client needs, design, and implement new client/service lines. This role serves as the UN Agencies account manager, adapting to evolving business opportunities and client service requirements. The Chief coordinates the implementation and delivery of new business services, ensuring their integration into regular BMS service lines. Acting as the primary face of UNDP for new and major BMS clients, the role ensures responsiveness, relevance, and client satisfaction by coordinating all client needs and servicing. The CSD Team functions as a center of excellence for innovative service design and delivery, advocating for client needs.
Responsibilities
The Chief of the Client Service Division (CSD) will serve as the management interface for UNDP operations and management services for corporate UNDP and UN Agency clients, brokering new business opportunities. This includes sharing knowledge of UNDP's support role, articulating the benefits of new service offerings, and leading practitioners in rethinking operational services and business models. The role involves leading the CSD Team, coordinating service delivery, engaging with Bureaux Operations Managers, balancing client expectations with management capabilities, and acting as a single point of contact for complex issues. The Chief will also marshal technical capacity for integrated solutions, identify opportunities to scale services, contribute to service excellence, and provide technical support for organizational transformation. Additionally, the role involves leading the provision of integrated business solutions, role-modeling client-oriented delivery, diagnosing operational issues, managing multi-disciplinary teams, influencing policy evolution, and leading pilot initiatives. Finally, the Chief will monitor the effectiveness and relevance of services, track client requests, evaluate service delivery processes, and gather client feedback for continuous improvement.
Work Experience
A minimum of 10 years of relevant professional experience (with a Master's degree) or 12 years (with a Bachelor's degree) is required. This includes at least 7 years managing programme and operations teams within UNDP or comparable international organizations at country or regional levels. Experience working in different organizational levels (HQ, CO) is also required.
Skills
Client relationship management, strategic partnerships, service agreement management, complex cross-functional initiative leadership, institutional client relationship management, stakeholder engagement, UN common services, Business Operations Strategy (BOS), UN reform initiatives, strategic thinking, systems thinking, negotiation and influence, knowledge generation, customer satisfaction, risk management, operations management.