Support Services Manager

Background Information - Job-specific
UNOPS Madagascar, which was established in 2022 and currently expanding, provides services through its main office based in Antananarivo and has opened branch offices in several regions of the country. The UNOPS office responds to the support needs of the Government of Madagascar with funding from multilateral and bilateral donors. UNOPS Madagascar provides a wide range of infrastructure, procurement and project management services and aims to extend its support to diversified projects, basic service provision and other related services, particularly in economic and social infrastructure (construction and rehabilitation) and financial management in sectors such as agriculture, transport/public works, renewable energy, health, environment and climate change.

The Support Services Manager reports to the Country Manager and leads and guides the Support Services Team in the Madagascar Office, fosters collaboration within the team as well as the client-oriented approach. The Support Services Manager works in close collaboration with a number of local internal stakeholders, relevant partners as well as colleagues in HQ - to successfully deliver operations services.

The Support Services Manager acts as an advisor to Senior Management on all aspects of the office management and operations. This includes strategic financial and human resources management, efficient procurement and logistical services, ICT, transportation and vehicle management, administration and security, in accordance with UNOPS rules and regulations. The main purpose of the role is to ensure the right support is in place for current and upcoming projects, balancing operational and project priorities, whilst ensuring effective, efficient and consistent support service provision across the project portfolio and internally.

Functional Responsibilities 1. Operations management

• Management of the Operations/Support Services of the Office, namely HR Management, Finance, Procurement, Logistical, Administrative and ICT Services - facilitating effective, efficient and consistent support service provision to projects and all activities under the Office.

• Support the Country Manager in establishing the management targets. Monitor their achievement

• Collaborate with relevant colleagues to identify the need, determine cost and pro-actively plan all Office support services.

• Monitor and supervise all aspects of operations to ensure compliance with corporate strategies, UNOPS rules, regulations, policies, and standards of accountability, ethics and integrity and achievement of results. Ensure proper implementation of standards and operating procedures

• Monitor effectiveness of support services, to ensure optimum client service and satisfaction. Drive timely readjustment and improvements of the operations.

• Seek relevant input in support, from e.g. HoSS in place for the Multi Country Office, IPAS, and Practice Groups.

• Act as focal point for any internal/external audit exercise.

• Supervision of the Security related matters and ensuring full compliance with UNOPS security standards and procedures. Implementation of the Business continuity plan.

  2. Project planning and coordination support

  • Provide assistance and support to the project budget preparation, revisions and work planning

  • Provide input into the early stages of project engagements

  • Provide advice on goal setting, targets and performance standards for projects and recommend tools for monitoring, evaluation and auditing.

  • Provide advice on project cost sharing, deployment of funds and closure.

  • Closely liaise with the Head of Support Services for the Multi Country Office, in order to optimize service delivery and address any issues

    3. Procurement and logistics

    • Supervise the Office procurement processes, including tendering processes and evaluation and supplier selection, to ensure viable procurement solutions that meet operational needs and compliance with UNOPS procurement procedures, regulations and standard of accountability, ethics, integrity and performance.

    • Establishment of shortlist of suitable contractors/suppliers, and the preparation and issue of local tenders. Evaluation of bids or proposals received and of recommendations for contract awards.

    • In consultation with relevant colleague, review, administer and issue contracts, agreements/amendments.

    • Provision of guidance on all logistics, asset management and procurement matters. Oversee the logistics of goods and equipment on project sites to confirm delivery and safe warehousing.

    • Establishment and management of a vehicle pool for providing transportation services as required by the Office as well as to meet logistical needs

    • Development and implementation of a vehicle management and maintenance system in accordance with UNOPS vehicle management policy and procedures;

    • Repair and maintenance for all equipment including EDP equipment, communications equipment, vehicles and generators, etc.

    • Building management and maintenance activities

      4. Financial management

      • Support the Country Manager in preparation of the Office financial plan and budget. Ensure timely revisions and reallocation of funds.

      • Oversee the Support Services finance unit and ensure compliance with the UNOPS/Financial Rules & Regulations and Finance procedures

      • Monitor, track and control expenditure to ensure optimum and appropriate use of financial resources.

      • Ensure the availability of required financial reports and exception reports including investigating anomalies to resolve problems, reporting or recommending any action required to relevant stakeholders.

      • Supervise the timely review, posting and closure of accounts. Certify/verify accuracy and compliance with standards of accountability framework. Submit/prepare mandated report on financial status.

      • Supervise all financial services (accounting, cash management, payments etc.) ensuring timeliness and compliance with standards of accountability and performance.

      • Monitor the Management Budget expenditures for the Office and ensure that LMDC (Locally Managed Direct Cost) is properly recovered, billed and spent in accordance with the applicable procedures.

        5. Human Resources management

        📚 𝗗𝗶𝘀𝗰𝗼𝘃𝗲𝗿 𝗛𝗼𝘄 𝘁𝗼 𝗚𝗲𝘁 𝗮 𝗝𝗼𝗯 𝗶𝗻 𝘁𝗵𝗲 𝗨𝗡 𝗶𝗻 𝟮𝟬𝟮𝟯! 🌍🤝 𝗥𝗲𝗮𝗱 𝗼𝘂𝗿 𝗡𝗘𝗪 𝗥𝗲𝗰𝗿𝘂𝗶𝘁𝗺𝗲𝗻𝘁 𝗚𝘂𝗶𝗱𝗲 𝘁𝗼 𝘁𝗵𝗲 𝗨𝗡 𝟮𝟬𝟮𝟯 𝘄𝗶𝘁𝗵 𝘁𝗲𝘀𝘁 𝘀𝗮𝗺𝗽𝗹𝗲𝘀 𝗳𝗼𝗿 𝗨𝗡𝗛𝗖𝗥, 𝗪𝗙𝗣, 𝗨𝗡𝗜𝗖𝗘𝗙, 𝗨𝗡𝗗𝗦𝗦, 𝗨𝗡𝗙𝗣𝗔, 𝗜𝗢𝗠 𝗮𝗻𝗱 𝗼𝘁𝗵𝗲𝗿𝘀! 🌐

        ⚠️ 𝐂𝐡𝐚𝐧𝐠𝐞 𝐘𝐨𝐮𝐫 𝐋𝐢𝐟𝐞 𝐍𝐨𝐰: 𝐏𝐨𝐰𝐞𝐫𝐟𝐮𝐥 𝐓𝐞𝐜𝐡𝐧𝐢𝐪𝐮𝐞𝐬 𝐡𝐨𝐰 𝐭𝐨 𝐠𝐞𝐭 𝐚 𝐣𝐨𝐛 𝐢𝐧 𝐭𝐡𝐞 𝐔𝐧𝐢𝐭𝐞𝐝 𝐍𝐚𝐭𝐢𝐨𝐧𝐬 𝐍𝐎𝐖!

        • Oversee the Support Services HR Unit

        • Ensure the Office complies with corporate human resources policies, procedures and that all corporate HR initiatives are correctly implemented

        • Support the Country Manager in planning personnel required for the optimal administration of the office and for the delivery of the Office portfolio

        • Oversee all human resource services/processes including recruitment, salary administration and compensation, performance review, training and development, ensuring compliance with human resource rules, regulations, procedures and standards of performance and ensuring that hiring managers actively seek to create diverse teams in terms of gender and geography.

        • Promote and support a learning culture by empowering individuals and teams to identify critical learning needs and plan/provide easy access to learning opportunities to maintain personnel competency and flexibility. Definition of training plans for personnel involved in the delivery of support services

        • Foster a positive work environment, respectful of both men and women, and ensure that the highest standards of conduct are observed.

          6. Administration and Information Technology (ICT)

          • Manage the timely and efficient delivery of all administrative services, (e.g. centralized project admin, premises and asset management, organizational and personnel security, travel and IT).

          • Full compliance of operations of the Country with UNOPS rules, regulations and policies, on administrative matters and supervision of the administrative team.

          • Maintenance of a secure, reliable infrastructure environment for ICT and adequate planning for disasters and recoveries, supervision of the ICT Associate.

          • In close collaboration with HQ and HoSS for the Multi Country Office, support the maintenance of a secure and reliable ICT environment, including adequate plans for disaster recovery.

          • Manage the acquisition, maintenance, inventory, recording, verification and protection of project and administrative facilities/assets, including IT infrastructure, equipment and servers.

          • Identify opportunities for leveraging the use of IT to enhance business operations and efficiency and to facilitate knowledge management, and information sharing.

            7. Knowledge Management

            • Knowledge building and sharing with regards to management and operations in the Office, synthesis of lessons learnt/best practices, and sound contributions to UNOPS knowledge management initiatives.

            • Development of tools and platforms for operations and data management, ensuring information and knowledge sharing with colleagues, clients and partners

              Education/Experience/Language requirements
              EDUCATION:

              Master’s Degree or equivalent in Business Administration, Public Administration, Finance, Economics, HR or related field.

              A combination of Bachelor’s degree with an additional 2 years of relevant work experience may be accepted in lieu of the education requirements outlined above.
              
              EXPERIENCE:

              A minimum of 5 years of progressively responsible experience in operations management in a large international organisation.

              Some experience in the UN system organisations, preferably in a developing country, is desirable. LANGUAGE REQUIREMENTS:
              
              Fluency in written and oral English and French required. Knowledge of another official UNOPS language is an asset

              Competencies
              Treats all individuals with respect; responds sensitively to differences and encourages others to do the same. Upholds organizational and ethical norms. Maintains high standards of trustworthiness. Role model for diversity and inclusion.
              Acts as a positive role model contributing to the team spirit. Collaborates and supports the development of others. For people managers only: Acts as positive leadership role model, motivates, directs and inspires others to succeed, utilizing appropriate leadership styles. Demonstrates understanding of the impact of own role on all partners and always puts the end beneficiary first. Builds and maintains strong external relationships and is a competent partner for others (if relevant to the role). Efficiently establishes an appropriate course of action for self and/or others to accomplish a goal. Actions lead to total task accomplishment through concern for quality in all areas. Sees opportunities and takes the initiative to act on them. Understands that responsible use of resources maximizes our impact on our beneficiaries. Open to change and flexible in a fast paced environment. Effectively adapts own approach to suit changing circumstances or requirements. Reflects on experiences and modifies own behavior. Performance is consistent, even under pressure. Always pursues continuous improvements. Evaluates data and courses of action to reach logical, pragmatic decisions. Takes an unbiased, rational approach with calculated risks. Applies innovation and creativity to problem-solving. Expresses ideas or facts in a clear, concise and open manner. Communication indicates a consideration for the feelings and needs of others. Actively listens and proactively shares knowledge. Handles conflict effectively, by overcoming differences of opinion and finding common ground. Contract type, level and duration

              Contract type:IICA
              Contract level: I-ICA 2 (ICS 10)
              Contract duration:Open-ended, subject to organizational requirements, availability of funds and satisfactory performance
              For more details about the ICA contractual modality, please follow this link:
              https://www.unops.org/english/Opportunities/job-opportunities/what-we-offer/Pages/Individual-Contractor-Agreements.aspx
              
              Additional Information
              

            • Please note that UNOPS does not accept unsolicited resumes.

          • Applications received after the closing date will not be considered.

        • Please note that only shortlisted candidates will be contacted and advance to the next stage of the selection process, which involves various assessments.

      • UNOPS embraces diversity and is committed to equal employment opportunity. Our workforce consists of many diverse nationalities, cultures, languages, races, gender identities, sexual orientations, and abilities. UNOPS seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce.

    • Qualified women and candidates from groups which are underrepresented in the UNOPS workforce are encouraged to apply. These include in particular candidates from racialized and/or indigenous groups, members of minority gender identities and sexual orientations, and people with disabilities.

  • We would like to ensure all candidates perform at their best during the assessment process. If you are shortlisted and require additional assistance to complete any assessment, including reasonable accommodation, please inform our human resources team when you receive an invitation.

    Terms and Conditions

  • For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post.

• For retainer contracts, you must complete a few mandatory courses ( they take around 4 hours to complete) in your own time, before providing services to UNOPS. Refreshers or new mandatory courses may be required during your contract. Please note that you will not receive any compensation for taking courses and refreshers. For more information on a retainer contract here.

• All UNOPS personnel are responsible for performing their duties in accordance with the UN Charter and UNOPS Policies and Instructions, as well as other relevant accountability frameworks. In addition, all personnel must demonstrate an understanding of the Sustainable Development Goals (SDGs) in a manner consistent with UN core values and the UN Common Agenda.

It is the policy of UNOPS to conduct background checks on all potential personnel. Recruitment in UNOPS is contingent on the results of such checks.

Located in Kinshasa, Democratic Republic of the Congo (DRC) the UNOPS Congo Democratic Multi-Country Office (UNOPS CDMCO) covers 15 countries: Angola, Burundi, Cameroon, Cape Verde, Central African Republic, Comores, Congo Republic, Democratic Republic of Congo, Equatorial Guinea, Gabon, Madagascar, Mauritius, Rwanda, Sao Tome & Principe, and Seychelles. CDMCO has close to a $400million portfolio, comprising over 42 projects close to 250 personnel. Growth and geographical expansion are key priorities for CDMCO, with special attention to the African SIDS: Cape Verde, Comoros, Mauritius, Sao Tome & Principe, Seychelles as well as on growth and consolidation of those lagging in portfolio development such as Angola, Cameroon, Burundi, and Rwanda.