Operations Associate, Volunteer Lifecycle Management
Organizational Context
The Volunteer Services Centre (VSC), part of UNV's Management Services, supports a global portfolio of over 15,000 UN Volunteers, delivering services across the full volunteer lifecycle. This includes recruitment, processing, contract administration, payroll, and separation support. The VSC operates globally, ensuring consistent and compliant service delivery across diverse contexts. This Operations Associate role sits within the VSC, supporting end-to-end volunteer lifecycle services.
Job Purpose
The Operations Associate supports the delivery of comprehensive UN Volunteer lifecycle services within the Volunteer Services Centre (VSC). This role is crucial for ensuring the timely, accurate, and compliant execution of operational processes from volunteer onboarding through to separation. The incumbent manages contract administration, benefits, entitlements, and lifecycle events, adhering strictly to UN Volunteers' Conditions of Service and policies. By collaborating with various UNV units and external partners, the Operations Associate provides guidance, resolves queries, and contributes to the efficient functioning of the VSC, ensuring high-quality service delivery across multiple countries and stakeholders.
Responsibilities
Facilitate the processing of UN Volunteer assignments from offer to separation, including contract generation, benefits and entitlements administration, and managing lifecycle events. Review and validate pre-assignment requirements, such as personal information, mandatory courses, and medical clearances. Administer volunteer contracts and manage all lifecycle processes in compliance with UNV Conditions of Service. Handle complex cases, including evacuations, contract amendments, and overpayment recoveries, ensuring confidentiality. Record and validate supporting documentation in corporate systems for accurate payroll processing, reporting, and audits. Support payroll administration by reviewing payment requests and coordinating on exceptions. Maintain accurate and up-to-date records in relevant systems. Liaise with regional offices, UN entities, and internal teams to coordinate service delivery and resolve operational queries. Provide guidance to stakeholders on lifecycle processes and documentation. Monitor case progress, identify risks, and support the timely resolution of operational issues. Contribute to improving workflows and developing knowledge management resources.
Work Experience
A minimum of 3-6 years of experience in client services provision at the national or international level is required. This experience should include HR transactions, recruitment processes, and administration of benefits and entitlements. Experience with integrated HR management systems, web-based management/CRM systems, and in an international or non-profit context, particularly with volunteers, is considered an asset.
Skills
Proficiency in MS Office (Word, Excel). Experience with web-based management systems. Familiarity with collaboration tools, digital platforms, and new technologies. Knowledge of compensation and benefits management. Payroll management capabilities. Strong client management and customer satisfaction skills. Operations management understanding. Digital awareness and literacy. Clear and concise communication (written and verbal). Ability to generate and utilize knowledge.