Regional Service Centre at Entebbe Client Services Officer Jobs in Uganda

Regional Service Centre at Entebbe Client Services Officer Jobs in Uganda

Org. Setting and Reporting

The Department of Operational Support (DOS) was established to provide end-to-end operational support, advisory services and other solutions to operating entities across the Secretariat, including departments, offices away from headquarters, peace operations, and regional commissions.

The Regional Service Centre in Entebbe, Uganda (RSCE), was established in July 2010, following the adoption of General Assembly resolution 64/269. The Centre provides efficient, client-oriented and scalable services with the goal of moving transactional, non-location dependent administrative functions to the Centre from its client entities.

This includes transactional elements of human resources, finance, multimodal movement and control, personnel and cargo transport and Information and Communications Technology (ICT) support.

In addition to these services, the Office of the Director RSCE and support offices through the Deputy Director RSCE provides overall guidance on the operations of the RSCE including strategic planning, communication, budgeting, human resources management, property management, quality assurance and business intelligence, conference services, record keeping and archive management, and audit response and risk management.

The position is in the Regional Service Centre Entebbe (RSCE) in the Client Services Section. The incumbent will report to the Chief, Client Services Section.

Responsibilities

Within delegated authority, the Client Services Officer will be responsible for Client Experience strategy implementation, and carry out the following duties:

General Responsibilities

• Drive the implementation and operationalization of the Client Service Delivery Model strategy through managing client relationships.

• Review and provide input into drafting of the Service Level Agreements and ensure they are monitored effectively.

• Contribute to the development and implementation of quality monitoring, call recording and Client insights systems and processes to improve client service.

• Monitor client service Key Performance Indicators (KPIs) and collaborate with RSCE counterparts to drive strategies to achieve positive Client experience.

• Ensure staff handling the Query and Call Management have the training and tools to meet and exceed Client service expectations.

Client Service Responsibilities

• Ensure efficient client service delivery to all RSCE client missions.

• Support the establishment of the RSCE hub-and-spoke model with client missions, working closely with mission counterparts to ensure the Client Support Units are operational.

• Ensure services are delivered to RSCE clients in line with agreed controls and procedures, Service Level Agreements (SLA) and Key Performance Indicators (KPIs).

• Contribute to the enhancement of the knowledge management strategy of the Centre as relates to the Client Services Unit.

• Identify improvement opportunities (both system and procedural.)

• Compile information on the KPIs of the Client Service Section, for action by the Client Service Officer (Internal Service).

• Lead the development the call center tools as well as related process documentation and system enhancements.

• Monitor the implementation of the support mechanisms and enabling technologies in close coordination with Regional Field Technology Services.

• Ensure communication is effectively delivered and concerns are being addressed appropriately.

• Serve as the point of contact for any case escalations from the Client Service Officers, as well as for complex and VIP queries.

Support the risk identification and assessment

and contribute to the determination of mitigation process for the Section.

Operational Responsibilities

• Manage, oversee the performance and complete performance evaluations for direct reports.

• Oversee time management processes for direct reports. (e.g., time approval, scheduling, etc.)

• Coach and mentor the team to continuously improve performance and achieve individual and team objectives.

• Coordinate and liaise closely with key stakeholders as well as RSCE Management, as appropriate.

• Report on the operational and strategic objectives of inquiry services of the Unit.

• Support recruiting, staffing, and onboarding processes as appropriate.

• Focal Point at the RSCE for co-ordination with client mission Client Support Units (CSU) on client support matters.

Competencies

Professionalism: Knowledge of the quality metrics and Client services metrics, service level agreements and Client survey techniques. Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results.

Planning & Organizing: Develops clear goals that are consistent with agreed strategies; identifies priority activities and assignments; adjusts priorities as required; allocates appropriate amount of time and resources for completing work.

Client Orientation: Considers all those to whom services are provided to be “clients” and seeks to see things from clients’ point of view; Establishes and maintains productive partnerships with clients by gaining their trust and respect; Identifies clients’ needs and matches them to appropriate solutions.

Education

A minimum of a first level university degree (Bachelor or equivalent) or master’s degree in Economics, Business Administration, Social Science or related field is required. Certification in Client Experience from a recognized institution is desirable.

Work Experience

At least 5 years (in combination with a master’s degree), or 7 years (in combination with a first level degree) progressive experience in a client service function, programme
management, public administration or related area is required.

At least 2 years of progressively responsible experience in developing and implementing
processes, procedures, systems and / or standards in a client service delivery setting are required.

At least 2 years’ experience in leading teams are required.

Experience working in a United Nations common system field operation (inclusive of
peacekeeping, political missions and UN agencies, funds and programmes) – or similar
international organization or non-governmental organization - in a conflict or post-conflict
setting is desirable.

Experience in a shared services environment is desirable.

Languages

English and French are the working languages of the United Nations Secretariat. For the advertised post, fluency in English is required. Knowledge in French is desirable.

How to Apply

For more information and job application details, see; Regional Service Centre at Entebbe Client Services Officer Jobs in Uganda

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