1. Process Mapping and Standardization
Map and document end-to-end business processes, including workflows, roles and responsibilities, system interfaces, and control points.
Maintain and update process documentation to promote clarity, consistency, and accessibility across stakeholders.
Contribute to the documentation and standardization of processes, in line with organizational procedures and system capabilities.
2. Process Improvement and Optimization
Analyse existing workflows and identify inefficiencies, bottlenecks, and areas for improvement.
Propose and support the implementation of practical solutions to simplify, streamline, and enhance processes.
Support the translation of business requirements into structured process improvements in coordination with relevant stakeholders.
3. Quality Control and Assurance
Support the implementation of quality control mechanisms to promote accuracy, consistency, and compliance in service delivery.
Conduct periodic reviews and checks to assess adherence to established procedures and identify deviations or issues requiring follow-up.
Assist in the development of standard operating procedures (SOPs) and related process documentation.
4. SLA Monitoring and Performance Analysis
Monitor service level agreements (SLAs), KPIs, and operational performance indicators.
Analyse performance data to support identification of recurring issues and service gaps.
Prepare reports, summaries, and dashboards to support performance monitoring activities.
5. Systems and Stakeholder Coordination
Liaise with operational units and technical teams (e.g. systems, ICT, service centers) to support the implementation of process improvements.
Support testing, validation, and updates related to system-enabled processes.
Support process-related follow-up and coordination with stakeholders to facilitate timely resolution of issues.
6. Knowledge Management and Capacity Support
Maintain organized and up-to-date documentation of processes, procedures, and quality standards.
Contribute to knowledge-sharing initiatives and support capacity building related to process management and service quality.
7. Other
Perform such other duties as may be assigned.
EDUCATION
Bachelor’s degree in Business Administration, Information Systems, Operations Management, or a related field from an accredited academic institution with four (4) years of relevant professional experience. or;
High school diploma with six (6) years of relevant experience.
Certification in Six Sigma, Kaizen, Lean, Agile, or any similar process improvement methodologies.
EXPERIENCE
Experience in process mapping, workflow analysis, or business process improvement.
Experience in quality control, quality assurance, or compliance monitoring.
Experience in monitoring service performance, including SLAs or KPIs.
Experience working with enterprise systems (ERP or similar) and understanding their role in business process execution.
Experience in data analysis and reporting is an advantage.
Experience working in an international, multicultural environment is an advantage.
SKILLS
Strong analytical and problem-solving skills, with the ability to identify inefficiencies and propose practical solutions.
Ability to document processes clearly using structured methodologies (e.g. workflows, diagrams).
Good understanding of quality assurance principles and performance monitoring frameworks.
Proficiency in data analysis and reporting tools (e.g. Excel or equivalent).
Strong communication skills, with the ability to convey technical or process-related information clearly.
Attention to detail and commitment to quality and accuracy.
Required Competencies
Notes
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 certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, security clearances.
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, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.
IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.
No late applications will be accepted. Only shortlisted candidates will be contacted.