Director, Global Shared Services Centre

3 weeks ago

Kuala Lumpur, Malaysia Dawli Full time

Director, Global Shared Services Centre (GSSC)

Background

**Diversity, Equity and Inclusion are core principles at UNDP: we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a 'leave no one behind' approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and **inspiring stories.

As an essential component of the strategic direction of the UNDP Bureau for Management Services (BMS) and with an emphasis on the provision of cost effective and integrated management transactions services, UNDP's Global Shared Services Center (GSSC) combines the resources of GSSC (Copenhagen), GSSC (Kuala Lumpur) and Regional Service Centers in Dakar, Istanbul, Amman, Addis Ababa, Bangkok, and Panama.

The GSSC provides transactional human resources, finance, and procurement services to UNDP Country Offices and Headquarters Units in 170+ countries / territories as well as to over 85 United Nations (UN) entities. The GSSC ensures that these services are delivered on time, with high quality, within the corporate regulatory framework, and to the satisfaction of clients. The Director, BMS/GSSC has the responsibility for the vision, management, and oversight of the service centre.

**Responsibilities**:
**Directs and oversees coordinated management transactions services delivered from GSSC to UNDP and external clients.**
- Develops a procedural framework and client-focused culture in the delivery of services;
- Ensures active engagement with functional leaders through regular work-planning, results-monitoring, and information-sharing to ensure all centralized services are governed by a unified management approach; and
- Oversees the resource management of GSSC (KL) and GSSC (CPH) and ensures proper costing for services delivered as well as collection of cost recovery.

Ensures that GSSC delivers services against set performance targets
- Articulates a clear, compelling, and fully actualized client services model for transactional service delivery standards and formalizes service level agreements accordingly;
- Co-develops and regularly communicates service standards and key performance indicators (KPIs);
- Secures service level agreements with all clients;
- Ensures all clients have clear knowledge of the services they can receive, the teams which support them, performance indicators, cost of services and mechanisms for resolving issues related to service delivery;
- Continuously improve the effectiveness and efficiency of services to drive up quality and improve performance.
- Maintains a unifying approach to gathering client feedback, escalating issues, and adapting service arrangements where results are not in line with set goals;
- Communicates and interacts with the Directors of BMS functional units; and
- Establishes and maintains regularly scheduled meetings regarding the status and performance of the GSSC.

**Ensures efficient and effective operations at the GSSC by optimizing service delivery across all locations.**
- Leads an integration and coordination team to both facilitate the transition of services to the GSSC and to actively identify business process reengineering opportunities with the centre functional leads to streamline and standardize services performed by the unit in consultation with Global Process Leads (GPO).
- Solicits business process improvement initiatives to build a culture of solutions-orientation, multi-disciplinary teamwork, and client satisfaction; Collaborates with leaders of global service centers from other Agencies and international organizations to share knowledge and
- industry practices; and
- Ensures compliance with applicable functional unit policies for services provided by the GSSC.

Ensure the financial sustainability of the GSSC.
- Oversees the implementation of GSSC financial sustainability initiatives in collaboration with various stakeholders;
- Manages and oversees the development and implementation of client strategies that ensure GSSC financial sustainability;
- Continuously explores and recommends suite of services for existing and new clients with a view to ensuring GSSC financial sustainability;
- Leads in the identification of new services and clients to support GSSC financial sustainability.
- Ensures continued optimization of services to support GSSC financial sustainability.

Supervisory/Managerial Responsibilities: The GSSC leads a team of 8 subunits

Competencies

Core: Full list of UNDP Core Competencies can be found here
- Achieve Results - LEVEL 4: Prioritize team workflow, mobilize resources, drive scalable results/strategic impact
- Think Innovatively - LEVEL 4: Easily na

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