Operations Associate, Volunteer Lifecycle Management
Organizational Context
The Volunteer Services Centre (VSC), part of UNV’s Management Services, supports over 15,000 UN Volunteers globally, providing comprehensive lifecycle services from recruitment to separation. Operating in 13 locations, VSC ensures consistent and compliant service delivery. This Operations Associate role, within VSC, supports the delivery of these end-to-end volunteer lifecycle services, contributing to the accurate management of onboarding, contract administration, and benefits.
Job Purpose
The Operations Associate plays a crucial role in supporting the Volunteer Services Centre (VSC) by ensuring the timely, accurate, and compliant execution of all operational processes related to the UN Volunteer lifecycle. This involves managing assignments from offer to separation, including contract administration, benefits and entitlements processing, and handling complex cases. The role contributes to maintaining the integrity and transparency of service delivery, adhering strictly to UNV Conditions of Service and policies. By collaborating with various UN entities and providing guidance to stakeholders, the Operations Associate ensures consistent application of procedures and supports the overall efficiency and effectiveness of VSC's global operations, fostering a client-focused approach.
Responsibilities
Manage the end-to-end UN Volunteer lifecycle, including processing assignments from offer to separation, generating and managing contracts, and administering benefits and entitlements. Validate and process pre-assignment requirements, such as personal information updates, mandatory courses, and banking details. Handle complex and sensitive cases, including medical and security evacuations, contract amendments, resignations, and overpayment recoveries, ensuring confidentiality and compliance. Accurately record transactions in corporate systems for payroll, reporting, and audit purposes, and support payroll administration by reviewing payment requests and resolving exceptions. Liaise with regional offices, field units, and UN entities to coordinate service delivery, resolve operational queries, and ensure consistent policy application. Provide guidance to stakeholders on lifecycle processes and requirements, and monitor case progress, identifying and escalating risks or delays. Contribute to improving workflows and procedures by identifying operational gaps and providing input for knowledge management resources.
Work Experience
A minimum of 3-6 years of experience in client services is required at the national or international level. This experience should include work in HR transactions, recruitment, 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 and collaboration tools. Familiarity with digital platforms and new technologies. Knowledge of compensation and benefits management, payroll processes, and client management. Strong operations management capabilities. Excellent communication skills (written and verbal). Ability to generate knowledge and research information.