Head of Service

vor 2 Monaten

Genf GE, Schweiz World Intellectual Property Organization Vollzeit

PCT Operations Services 1 & 2, PCT Operations Division, PCT Services Department, Patents and Technology Sector

Grade - P5

Contract Duration - 2 years *

Duty Station : CH-Geneva

Publication Date : 20-Sep-2024 Application Deadline : 17-Oct-2024, 4:59:00 PM

**1.** **Organizational Context**

a. **Organizational Setting**

b. **Purpose Statement**

The incumbent, as Head of PCT Operations Services 1 or 2, has the main role to supervise, direct and lead the staff and the activities of the Service, identify, manage and support resources needed for the planning, development and delivery of PCT operation services for the PCT system and its users. S/He is required to focus on service leadership, the development of original policies and procedures, the creation of a coordinated service platform, and the formulation of innovative initiatives that advance PCT objectives and WIPO's reputation.

c. **Reporting Lines**

The incumbent works under the supervision of the Director of the PCT Operations Division.

d. **Work Relations**

The incumbent works closely with the other Head of PCT Operations Service, with all staff of the PCT Operations Division, as well as with staff of other Divisions within the Sector, in particular with staff of the PCT Legal and User Relations Division.

**2.** **Duties and Responsibilities**

The incumbent will perform the following principal duties:
**a.** **Provide strategic analysis and advice on issues pertaining to the management and operation of the Service, including by implementing state-of-the-art systems, developing strategies for the accomplishment of objectives and accountability in delivering results, and by preparing advisory reports and analyses.

**b.** **Lead, plan, control, monitor and implement the Service's work activities, determine priorities, manage and allocate resources for the completion and quality delivery of work products in accordance with results-based management principles as well as key performance indicators.

**c.** **Lead the overall development and implementation of a Customer Relationship Management (CRM) system for the Service. Oversee the delivery of innovative customer-oriented services, ensuring high standards of quality and timeliness of service delivery concerning information and general queries. Monitor and assess feedback on the quality of services and ensure that adequate measures are put in place following any relevant audit recommendations.

**d.** **Manage the program of work and staff in the PCT Operations Service. Ensure a coordinated service platform, exercise sound human and financial asset management and allocation, and ensure that staff development and capacity building opportunities are identified and implemented in coordination with the Director of the Division.

**e.** **Promote and facilitate a harmonious and motivated working environment in which all staff can perform their professional responsibilities in an efficient and effective manner. Direct, supervise and evaluate the work of the Team Heads/Coordinators. Assist and advise the Team Heads/Coordinators on the handling of complex and contentious work-related issues.

**f.** **Play a lead role in strategic engagement with the users and potential users of the PCT. Develop and maintain contacts with international authorities and national/regional Offices to coordinate feedback on the operation of the PCT Operations; identify and initiate measures to strengthen the cooperation between different stakeholders.

**g.** **Support and collaborate with the Director of the PCT Operations Division in planning, developing and coordinating the Division's annual workplan and budget, set performance indicators in collaboration with the Director, monitor and advise on the implementation and updating of budgets and workplans throughout the year and assist the Director in preparing performance reports and strategic plans.

**h.** **Provide advice to the Director of the Division on how to optimize the allocation of resources to the various tasks and procedures of the Division, including the establishment of Standard Operations Procedures where appropriate. Analyze opportunities for improving the quality and efficiency of the work performed by the Division and formulate recommendations in this regard to the Director of the Division. Plan and forecast future resource requirements taking into account the projected evolution of workloads, process improvements, procedural enhancements and automation.

**i.** **In collaboration with other units in the Sector, make recommendations for the modernization and rationalization of operational effectiveness in the fields of PCT rule changes, system design and customer services, among others.

**j.** **Represent the Organization at national and international meetings, coordinate and participate in seminars, training courses and information meetings for users of the PCT System and activities to promote a wider recognition, acceptance and effective use of the PCT

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