Quality Improvement Program Manager

Org. Setting and Reporting With its 192 member countries, the Universal Postal Union (UPU), a specialized agency of the United Nations, is the primary forum for cooperation between postal sector players. It helps to ensure a truly universal network of up-to-date products and services. Responsibilities Under the supervision of the Quality of Service and Compliance Coordinator, the incumbent ensures the smooth running of the programme’s activities inter alia the implementation of its strategy, its project. The incumbent provides technical expertise advice and is responsible for managing its resources. He/she also provides the Secretariat of the UPU bodies in the area covered by the programme. 1. Programme’s orientation: - Establish the general direction of the Programme, in accordance with the Coordinator; - Develop and formulate strategies to enhance the Programme and its activities covering all issues related to Quality Improvement Services provided by the UPU. 2. Supervision of the programme's key projects and operational management i. Supervise the projects of the program - Design, develop and formulate projects documents covering current and new activities in domain such as Integrated Quality Plan (IQP) activities, including Integrated Quality Management Methodology (IQMM), E-certification, development of price performance index and link to funding agencies - Leads and coordinates regional capacity‑building and project implementation, ensuring alignment with strategic priorities, effective partner collaboration, and accountability for results and impact at regional and national levels - Assess the progress made on the projects, coordinate/lead their effective implementation - Adjust priorities and instruct on corrective action, when necessary - Manage sensitive and complex files and propose solutions - Supervise smooth running of tools and systems developed to measure the quality of services and to increase the interoperability of the global postal network - Monitor and report on performance and results ii. Manage the on-going programme’s activities - Set up annual work plan, determining priorities and allocating resources for the completion of outputs and their timely delivery resources - Design, implement key performance indicators for services related to the domains covered by the programme and ensure that the outputs produced maintain high-quality standards - Identify improvement opportunities and implement them - Carry out administrative tasks necessary to the functioning of the programme iii. Provide technical expertise and advice to internal and external stakeholders - Give technical support, advice find solutions to the team members - Provide with information and give advice on complex technical issues, advise senior management and devise solutions to issues that impact ongoing activities and priorities - Provide in-time business and technical analysis - Serve as the focal person and be responsible for the coordination and management of the activities of the programme with the other stakeholders (Quality Measurement Unit, other technical Directorates and Cooperatives in the IB) - Respond to complex technical queries from designated operators - Implement and promote the tools and systems developed to measure the quality of services and to increase the interoperability of the global postal network to the designated operators and other stakeholders - Participate in meetings and provide substantive expertise on issues or discussions with representatives of other institutions or stakeholders iv. Resource Management of the Programme - Budget: - Prepare and manage the budget of the Programme, supervise expenditures and corrective actions -Team management: - Manage, guide, assess, develop staff under his/her supervision v. Production of publications and general information related to the Programme - Control content and ensure effective preparation and issuance of IB circular related to the programme activities and of UPU quality measurement and interoperability reports 3. Secretariat duties (working groups, commissions from UPU bodies, POC, CA-) - Prepare substantive input in the preparation of position papers and reports for presentation to UPU’s bodies - Advice the chairperson(s) of the groups in charge of Quality Service - Organize the meetings, actively participate and write the reports Competencies Professionalisrm: - Takes responsibility for own actions and decisions, and for the consequences of these; - Produces and delivers high-quality results; - Drives change and improvement, continually searching for new ways to position the organization for success; - Ensures that knowledge and learning is shared across the organization and encourages staff to learn from each other. Ethics: - Ensures that personal views and convictions do not compromise ethical principles; - Understands and behaves in accordance with the UPU’s professional, ethical and legal framework; - Does not abuse power or authority vested by functions; - Respects commitments and promises made to internal and external partners; - Promptly confronts unprofessional or unethical behaviours and takes immediate appropriate action; - Maintains confidentiality and treats sensitive information with discretion. Communication: - Speaks and writes with clarity and provides information in a structured manner; - Takes time to understand and consider other points of view; - Shares information in a timely manner; - Keeps others informed of key and relevant issues. Adapts communication style and content so that they are appropriate to the needs of the intended audience; - Efficiently manages challenging and sensitive information. Teamwork: - Works collaboratively with team members to achieve results; - Shows respect to other members of the team, regardless of gender or of cultural, educational or religious background; - Seeks help when needed in order to achieve set goals; - Shares information on issues that may affect the team and respects confidentiality; - Accepts joint responsibility for the team’s successes and shortcomings. - Encourages cooperation among staff within the programme and directorate and across the organization; - Collects and assesses information on a broad range of issues related to the team’s work and seeks common solutions; - Encourages others to be innovative in order to improve outcomes. Focus on results: - Seeks to achieve expected outputs within the agreed timeframe; - Ensures competent delivery with minimal supervision, even under pressure and with constantly changing priorities; - Keeps supervisors informed of challenges encountered and solutions found. - Quickly identifies issues and the right person to provide solutions, and shows strong client orientation in business dealings; - Explores the options for finding innovative solutions to improve work processes and results; - Remains focused and keeps morale high when faced with adversity; - Reallocates resources quickly and effectively when faced with unforeseen events. Taking responsibilities/cost awareness: - Manages time and UPU resources efficiently; - Monitors own progress against objectives and takes corrective actions when necessary; - Demonstrates awareness when situations seem unrealistic, alerts supervisors, and proposes solutions; - Shows transparency in management and shares results within the team. • Develops and implements tools for monitoring the resources of own projects; • Helps colleagues identify best practices in their area in order to create better services; • Takes full responsibility for managing the budget of own portfolio, if applicable. Education First level university degree (Bachelor or similar) or advanced university degree (Master or similar) in supply-chain, logistics, economics / IT / exact sciences (statistics, mathematics for example) / business administration or a related field Job - Specific Qualification 1. Good knowledge of international postal rules and regulations in the domain covered by the position is required. 2. Good knowledge of quality of service is required. 3. Knowledge of postal operations and logistics is required. 4. Knowledge of the organization and the work done in a sorting and distribution center is required. 5. Knowledge of UPU standards pertaining to Electronic Data Interexchange (EDI) is required. 6. Knowledge of project management is required. Work Experience With first university degree 9 years is required With advanced university degree 7 years of experience in the field of postal operations and/or similar logistics services is required. Languages English and French are the working languages of the United Nations Secretariat. For this job opening, either English or French is required. The table below shows the minimum required level for each skill in these languages, according to the UN Language Framework (please consult https://languages.un.org for details). .headtable { font-family: arial, sans-serif; border-collapse: collapse; width: 100%; border: 1px solid gray; border-radius: 10px; overflow: hidden; } .headTitle { font-family: Arial, Helvetica, sans-serif; font-size: 16px; font-weight: bold; /*color: rgb(65, 98, 145);*/ color:black; } .headtable tr td, .headtable tr th { text-align: center; vertical-align: middle; padding: 6px; } .headtable th{ background-color: #F4F4F4; color: #002d62; font-weight: bold; text-align: center; vertical-align: middle; padding: 12px; border-right: 1px solid #ccc; } .headtable td { text-align: center; vertical-align: middle; background-color: white; border-top: 1px solid #ccc; border-right: 1px solid #ccc; } .headtable th:last-child, .headtable td:last-child { border-right: none; } .headtable tr:last-child td { border-bottom: none; } .rounded-table-wrapper { border-radius: 12px; border: 1px solid #ccc; overflow: hidden; } Required LanguagesLanguageReadingWritingListeningSpeakingEnglishUN Level IIIUN Level IIIUN Level IIIUN Level IIIFrenchUN Level IIIUN Level IIIUN Level IIIUN Level III Assessment Applicants will be contacted directly if selected for a written test. Additional testing/interviewing may be used as a form of screening. Experience: With first university degree 9 years and with advanced university degree 7 years of experience in the field of postal operations and/or similar logistics services Languages: Proficiency in English or French is required Knowledge of the other language is an advantage Special Notice - Annual salary:(Net of tax) 86,027 USD - Post adjustment: 90.7% of the above figure(s). This percentage is to be considered as indicative since variations may occur each month either upwards or downwards due to currency exchange rate fluctuations or inflation. - Type of contract: Fixed-term (Core) appointment - Duration: Three years - Scheduled date for taking up appointment: As soon as possible - French is the official language of the UPU. English and French are the working languages of the UPU International Bureau. - Priority shall be given for an internal promotion. - The UPU is committed to encouraging diversity within its workforce. Interested candidates from minority groups and/or with disabilities are encouraged to apply. All applications will be treated equally and in the strictest confidence. - Candidates might be considered for other similar posts (for a period not exceeding one year). - Candidates must ensure that they provide relevant contact details so that they can be contacted at any time, to prevent them from being excluded from the selection process. - The UPU is committed to securing the highest standards of efficiency, competence and integrity for its staff members. In this regard, candidates under serious consideration for selection may be subject to satisfactory background checks aimed at validating the educational and professional background records as indicated by candidates in their respective application forms. - At the discretion of the UPU, such background checks may also be extended to include criminal records, disciplinary measures, sexual exploitation and abuse, and professional license check validation. United Nations Considerations According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Candidates will not be considered for employment with the United Nations if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. The term “sexual exploitation” means any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes, including, but not limited to, profiting monetarily, socially or politically from the sexual exploitation of another. The term “sexual abuse” means the actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions. The term “sexual harassment” means any unwelcome conduct of a sexual nature that might reasonably be expected or be perceived to cause offence or humiliation, when such conduct interferes with work, is made a condition of employment or creates an intimidating, hostile or offensive work environment, and when the gravity of the conduct warrants the termination of the perpetrator’s working relationship. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible. The United Nations places no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. The United Nations Secretariat is a non-smoking environment. Reasonable accommodation may be provided to applicants with disabilities upon request, to support their participation in the recruitment process. By accepting a letter of appointment, staff members are subject to the authority of the Secretary-General, who may assign them to any of the activities or offices of the United Nations in accordance with staff regulation 1.2 (c). Further, staff members in the Professional and higher category up to and including the D-2 level and the Field Service category are normally required to move periodically to discharge functions in different duty stations under conditions established in ST/AI/2023/3 on Mobility, as may be amended or revised. This condition of service applies to all position specific job openings and does not apply to temporary positions. Applicants are urged to carefully follow all instructions available in the online recruitment platform, inspira, and to refer to the Applicant Guide by clicking on “Manuals” in the “Help” tile of the inspira account-holder homepage. The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application. All external candidates recruited in accordance with section ‎2.2 (a) of ST/AI/2025/3 for a fixed term appointment without limitation and all external candidates recruited in accordance with section 2.2. (c) of ST/AI/2025/3 for a fixed term appointment limited to the entity are subject to an initial probationary period of one year under a fixed-term appointment. Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date. No Fee