Common Back Office Manager

3 weeks ago

Hanoi, Vietnam cinfo Full time

COMPANY PRESENTATION

UNDP is the UN Development Programme and works in some 170 countries and territories, helping to achieve the eradication of poverty, and the reduction of inequalities and exclusion. UNDP helps countries to develop policies, leadership skills, partnering abilities, institutional capabilities and build resilience in order to sustain development results. UNDP supports the 2030 Agenda for Sustainable Development and the 17 new Sustainable Development Goals (SDGs), as they help shape global sustainable development for the next 10 years.

Find in-depth information on careers with UNDP and related cinfo's support on cinfo.ch:
**Background**
- The Viet Nam Common Back Office (CBO), (formerly known as Common Services Unit) was established in 2015, when most resident UN agencies moved into the GOUNH. The Viet nam CBO is hosted by UNDP and operating under UNDP rules and regulations. The Viet Nam CBO was designed as a customer-centric and cost-effective UN local shared service center, providing UN agencies with 53 services in the areas of ICT, building and facility management, and admin and logistics, through a one-stop-shop system and cost-shared among 15 UN agencies.
- Eary 2023, Viet Nam was selected as one of the first 6 countries globally to launch the CBO 2.0, with its scope of services to be expanded to cover 66 compulsory Tier-1 services identified by the UNSDG Business Innovation Group (BIG). Once the Viet Nam CBO 2.0 is launched (tentatively in mid-2024), it will provide participating UN agencies with new services in the areas of procurement and human resources in addition to the current 53 services.

**Position Purpose**
- The CBO Manager is responsible for managing the UN common premises and delivering reliable and cost-effective common services in the areas of ICT, building and facilities management, Green One UN House security, general admin and logistics services, and other operational services that will be added to the CBO in support of the implementation of SG's Business Efficiency Agenda at the country level.
- The CBO Manager is also responsible for constantly seeking opportunities for efficiency gains, quality improvement and cost-saving in common services, as well as development of a revenue generation strategy to ensure affordability, viability and sustainability of the GOUNH and the CBO in support for UN programme delivery and operations in Viet Nam.
- The CBO Manager will supervise the CBO team, currently consisting of 18 staff and more than 60 third party personnel contracted additionally to deliver services. The annual CBO operating budget is approximately $1.7-1.8 million.

**Duties and Responsibilities**

**Ensure reliable and cost-effective Common Back Office services for the GOUNH focusing on achievement of the following results**:

- Develop a management plan, SOPs, KPIs and SLAs for Common Back Office services that ensure affordable, top quality, sustainable, client-oriented services in the areas for all CBO service areas.
- Ensure that the work is performed in accordance with all relevant rules and regulations of the hosting agency and other established guidelines for the respective areas.
- Set up and monitor time and qualitative SLA and key performance indicators on service delivery by means of ticketing and report these regularly to client entities through Dashboards.
- Target and track qualitative key performance indicators on clients' satisfaction by means of both instant and periodic surveys, and report these regularly to client entities.
- Commit to continuous improvements in the delivery of services to improve efficiency and enhance quality of services, informed by regular oversight of key performance indicators and client feedback, with clear accountability and feedback mechanisms to act on client inputs.
- Organize regular performance reviews with client entities to discuss results in performance, complaints management, client satisfaction and continuous service improvements.
- Ensure transparency, value for money for all transactions and detailed reporting on revenues, budgets, cost recovery, cost sharing, performance against service level standards, and other measures as may be agreed.
- Maintain an up-to-date GOUNH Business Continuity Plan (BCP) including annual BCP testing working closely and in coordination with BCP focal points of GOUNH UN agencies and adequately plan for disasters and recoveries.
- Maintain a fully integrated, secure, reliable infrastructure environment for GOUNH ICT in a coordinated manner aligned with the ICT Advisory Group of 15 UN Entities operating at GONH.
- Lead the premises green agenda including GOUNH certifications (Lotus, ISO14001), managing green operations of the facilities, regular monitoring the metrics, adjusting operations, reporting and bringing critical issues to the attention of GMB.
- Manage joint assets of GOUNH in close coordination with the administrative agency.
- Effective implementation of UNDSS guideline

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