Chief, Global Shared Services Centre Operations Support

Introduction Established in 1951, IOM is a Related Organization of the United Nations and the leading UN agency in the field of migration. Working closely with governmental, intergovernmental and non-governmental partners, IOM promotes humane and orderly migration for the benefit of all. It saves lives and protects people on the move, drives solutions to displacement, and facilitates pathways for regular migration, while providing services and advice to governments and migrants. IOM is committed to fostering a respectful, inclusive and supportive workplace where all employees can thrive professionally and feel valued. By creating such an environment, IOM aims to better harness the full potential of migration and strengthen its support to people on the move. IOM invites candidates from diverse backgrounds to apply and provides reasonable accommodation throughout the recruitment process when required. Learn more about IOM’s workplace culture at IOM workplace culture | International Organization for Migration Applications are welcome from first- and second-tier candidates, particularly qualified female candidates as well as applications from the non-represented member countries of IOM. For all IOM vacancies, applications from qualified and eligible first-tier candidates are considered before those of qualified and eligible second-tier candidates in the selection process. For the purpose of this vacancy, the following are considered first-tier candidates: • Internal candidates • External female candidates • Candidates from the following IOM Member States that are not represented among staff members in the Professional and higher categories: Bahamas, Barbados, Comoros, Congo (the), Cook Islands, Dominica, Federated States of Micronesia, Grenada, Guinea-Bissau, Holy See, Iceland, Israel, Kiribati, Marshall Islands, Namibia, Nauru, Palau, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, Samoa, Sao Tome and Principe, Seychelles, Solomon Islands, Suriname, Timor-Leste, Tonga, Trinidad and Tobago, Tuvalu, Vanuatu Second tier candidates include: All external candidates, except candidates from non-represented member states of IOM. Organizational Context and Scope Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants. IOM is committed to ensuring a workplace where all employees can thrive professionally, while working towards harnessing the full potential of migration. Read more about IOM's workplace culture at IOM workplace culture | International Organization for Migration. The Global Shared Services Centre (GSSC) in Manila provides centralized administrative and transactional support to IOM worldwide in the areas of human resources, payroll, finance, and occupational health. Within this structure, the Operations Support ensures the efficient, effective and timely management of resources, strategic business change management, and business improvement and innovation. Under the direct supervision of the Director of GSSC and in coordination with Chiefs of GSSC Hubs of Human Resources, Finance and Occupational Health, the Chief, Global Shared Services Centre (GSSC) Operations Support will be responsible and accountable for providing strategic leadership and oversight of operations support, building a strong customer service culture, ensuring continuous improvement and effective performance management in GSSC Manila. Responsibilities Strategic and Operational Leadership 1. Provide strategic leadership and oversight to the Units of Strategic Business Change Management, Resources Management, Business innovation, Customer Care, Enablement Services and Quality Control to ensure effective and timely support to GSSC core processes. 2. Define and manage service level expectations in collaboration with GSSC Hub Chiefs, Management and Reform Departments, Global, Regional and Country Offices, and other stakeholders; ensure that services are client-focused and aligned with organizational priorities. 3. Lead and develop managers and professional staff, fostering collaboration, innovation and performance excellence. Strategic Business Change Management 4. Lead and implement strategic change initiatives across business processes, technology, and organizational structures, ensuring effective execution and alignment with organizational goals. 5. Contribute to shaping and driving GSSCs global change agenda by identifying industry opportunities and challenges and translating them into actionable strategies. 6. Collaborate and influence stakeholders at all levels to build consensus, manage expectations, and ensure buy-in and secure commitment to change initiatives. 7. Proactively manage risks and performance by defining success metrics, monitoring adoption and progress, and ensuring timely, cost-effective delivery of intended benefits. Resources Management and Control 8. Lead, manage, and build capacity within the diverse resources management teams (Finance, HR, ICT, Supply Chain), fostering a collaborative, professional, and high-performing work environment. 9. Establish strategic priorities and provide overall direction and oversight across all administrative and support functions to ensure efficient, effective, compliant, and well-coordinated operations. 10. Implement and monitor robust internal controls and reporting systems to safeguard assets, prevent fraud, ensure adherence to IOM's regulations and rules, and deliver timely and accurate information to senior management. Business Innovation Support 11. Provide strategic guidance and advice for the design, rollout, and institutionalization of new business improvement initiatives led by GSSC Hub Chiefs, including internal instructions, manuals, and policy updates. 12. Oversee regular reporting and analysis of service performance metrics to identify trends, bottlenecks, risks and opportunities for continuous improvement. 13. Lead structured performance reviews with GSSC Hub Chiefs and key stakeholders to address escalated issues, realign priorities and strengthen service delivery. 14. Act as a liaison between innovation teams, GSSC Hubs and Units to facilitate the adoption of new solutions digital tools, and automation. 15. Collaborate with relevant stakeholders to ensure enterprise systems, including Oracle Cloud ERP, support efficient workflows, auditability, improved data quality, and reduced manual workload. Customer Care 16. Oversee the Customer Care team, ensuring high performance, adherence to service standards, and continuous professional development. 17. Develop customer service strategies, optimizing operations through process improvements and technology to enhance efficiency and customer satisfaction. 18. Act as the escalation point for complex customer issues and analyze feedback and operational data to inform relevant managers and drive continuous improvement. Enablement Services and Quality Control 19. Oversee the knowledge management of GSSC Standard Operating Procedures (SOPs), KPIs and SLAs, process maps, and internal documentation for all GSSC services. 20. Provide governance and oversight of robust data and ERP role management, ensuring proper access controls, accountability, efficient workflows, and alignment with organizational policies and compliance standards. Other Duties 21. Perform such other duties as may be assigned. Qualification Required Qualifications and Experience Education • Master´s degree in Business Administration, Management, Industrial Engineering or a related field from an accredited academic institution with ten years of relevant professional experience; or, • Bachelor’s degree in the above fields with twelve years of relevant professional experience. • Professional certification as a Change Management Practitioner (e.g. Prosci Certified Practitioner), or equivalent is strongly preferred. Accredited Universities are those listed in the UNESCO World Higher Education Database. Experience • A minimum of ten years of progressively responsible experience in financial management, accounting, or audit, preferably in an international organization or shared services environment; • Demonstrated experience in managing large finance operations or transaction processing teams; • Solid experience with ERP systems (preferably Oracle) and financial reporting tools; and, • Proven track record in leading change management, process improvement, and automation in financial operations. Skills • Strong leadership, interpersonal, and communication skills; • Ability to manage multi-functional teams in a culturally diverse environment; • In-depth knowledge of internal controls and audit requirements; and, • Capacity to manage pressure and prioritize effectively across competing demands. Languages All IOM staff members in all categories are required to be fluent in one of the IOM's official languages (English, French, Spanish). At least a working knowledge of another language (including one of the six official UN languages, and/or a language that may be widely spoken in the country context) is desirable. For this position, fluency in English is required (oral and written). Working knowledge of another official UN language (Arabic, Chinese, French, Russian and Spanish) is an advantage. Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments. Required Competencies IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process. Values - all IOM staff members must abide by and demonstrate these five values: • Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion. • Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct. • Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges. • Courage: Demonstrates willingness to take a stand on issues of importance. • Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated. Core Competencies – behavioural indicators Level 3 • Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results. • Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes. • Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate. • Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work. • Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way. Managerial Competencies – behavioural indicators Level 3, if with direct reports • Leadership: Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organization’s vision. Assists others to realize and develop their leadership and professional potential. • Empowering others: Creates an enabling environment where staff can contribute their best and develop their potential. • Building Trust: Promotes shared values and creates an atmosphere of trust and honesty. • Strategic thinking and vision: Works strategically to realize the Organization’s goals and communicates a clear strategic direction. • Humility: Leads with humility and shows openness to acknowledging own shortcomings. Notes Internationally recruited professional staff are required to be mobile. Please refer to this link for guidance on IOM Job Category. Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation. This selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible to be appointed in a similar position for a period of 24 months. Appointment will be subject to all clearances, including medical and security as well as accreditation, any residency or visa requirements. Vacancies close at 23:59 local time Geneva, Switzerland on the respective closing date. No late applications will be accepted. IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, harassment, sexual harassment, abuse of authority and any forms of discrimination. IOM is committed to promote the protection and safeguarding of all children. IOM conducts reference checks and background verification, including through system wide databases such as ClearCheck, to help ensure that candidates have no record of misconduct, including on sexual harassment, sexual exploitation and abuse, or fraud. Candidates are expected to uphold these standards and principles at all times. IOM does not charge any fees at any stage of the recruitment process—whether for application, interview, processing, training, or otherwise—and does not request any information related to bank accounts. IOM only accepts duly completed applications submitted through the IOM WAVE system (for internal candidates link here). The online tool also allows candidates to track the status of their application. Only shortlisted candidates will be contacted. For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies