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.
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
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.
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.
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.
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.
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
Notes
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.