Process Optimization and Expanded Services Lead
Organizational Context
UNICEF's Global Shared Services Centre (GSSC) in Budapest provides essential services in Finance, HR, Payroll, and IT to UNICEF offices worldwide. The GSSC aims to be a Centre of Excellence, focusing on efficient service delivery, continuous improvement, and innovation to support UNICEF's global mission. The current initiative focuses on stabilizing and optimizing newly implemented services like Recruitment Administration Services (RAS) and Individual Consultant Services (ICS), alongside refining Travel and Payroll & Offboarding processes.
Job Purpose
This role is crucial for accelerating the maturity of new services within UNICEF's Global Shared Services Centre (GSSC). The Process Optimization and Expanded Services Lead will focus on stabilizing, standardizing, and optimizing critical services such as Recruitment Administration Services (RAS) and Individual Consultant Services (ICS). The objective is to enhance service design, improve client experience, boost operational efficiency, and embed industry-leading practices. The role involves dedicated implementation capacity to deliver tangible improvements in service quality, productivity, and client satisfaction, ultimately generating measurable business value and building sustainable capabilities within the GSSC.
Responsibilities
The Process Optimization and Expanded Services Lead will support the ICS team in enhancing end-to-end contract administration processes. Key duties include project managing the transition from manual to automated service delivery, identifying automation opportunities, and documenting business requirements. The role involves coordinating and monitoring service improvement initiatives, preparing progress updates, and contributing to measurable operational enhancements. Responsibilities also include reviewing, documenting, and simplifying processes to identify gaps and opportunities for efficiency. The lead will contribute to workflow optimization, develop and maintain standard operating procedures and knowledge management materials, and support service analytics by compiling and analyzing performance data. Additionally, the role entails coordinating client feedback mechanisms, improving client-facing communications, and collaborating with various stakeholders to embed practical improvements. Knowledge transfer and capacity building within teams are also key aspects of this position.
Work Experience
A minimum of 7 years of professional experience is required, with at least 5 years in relevant areas such as human resources, service delivery, public procurement, business operations, process improvement, administration, or project coordination. Experience in supporting process documentation, developing standard operating procedures, client guidance materials, data analysis, workflow improvements, knowledge management, or service performance monitoring is highly desirable. Experience within a UN organization, shared services environment, or an international/multicultural setting is an asset. Proficiency in SAP or similar ERP systems and project management experience are also beneficial.
Skills
The role requires strong competencies in building partnerships, self-awareness, ethical conduct, driving results, innovation, managing ambiguity and complexity, strategic thinking, and collaborative work. Expertise in human resources and administration is essential. Additional skills include excellent oral and written communication, drafting, reporting, accuracy in document production, interpersonal skills, cultural sensitivity, adaptability, and proficiency in MS Office applications and project management tools. Digital dexterity and the ability to work independently with tight deadlines are also important.