Head Operations, Compliance and Quality Control

INTERNATIONAL TELECOMMUNICATION UNION
- ITU is the leading United Nations agency for information and communication technologies, with the mission to connect the world. To achieve this, ITU manages the radio-frequency spectrum and satellite orbits at the international level, works to improve communication infrastructure in the developing world, and establishes global standards that foster seamless interconnection of a vast range of communication systems._

**Head Operations, Compliance and Quality Control**

**Vacancy notice no**: 1859
**Sector**: SG
**Department**: HRMD
**Country of contract**: Switzerland
**Duty station**: Geneva

**Position number**: HR22/P4/267
**Grade**: P4
**Type of contract**: Fixed-term
**Duration of contract**: 2 years with possibility of renewal
**Recruitment open to**:External
**Application deadline (Midnight Geneva Time)**: 3 February 2025

ORGANIZATIONAL UNIT

The General Secretariat directs all the administrative and financial aspects of the Union's activities, including the implementation of the provisions of the administrative regulations on operational questions, the dissemination of information on telecommunication matters for operational and other purposes, the provision of legal advice to the Bureaux of the Union and the departments of the General Secretariat, logistic support to the Union's activities including conferences, the coordination of the work of the Union with other international organizations, the dissemination of information to the Member States and Sector Members, press, corporate and individual users of telecommunications and the general public. The General Secretariat is also responsible for the organization of world telecommunication exhibitions and forums.

Within the General Secretariat, the Human Resources Management Department (HRMD) advises the Secretary General on human resources management. It manages ITU's resources ensuring consistency with ITU strategies, policies, regulations and rules as well as UN Common System policies. It efficiently manages the human capital of the Union; creates a stimulating and supportive work environment and encourages organizational creativity and performance measurement based on results.

**ORGANIZATIONAL CONTEXT**:
The post is under the direct supervision of the Head, HR Transformation and Analytics Division and will manage the day-to-day operations of staff administrative services with an emphasis on compliance and quality control. The Head, Operations, Compliance and Quality Control will be pivotal in ensuring client-oriented services and the establishment of robust standard operating procedures. The incumbent will support the digitization of human resource services, conduct thorough process reviews and actively assist the Head of Division in the development and implementation of an HR Digital Transformation strategy, relating to staff administration services. The incumbent will develop and enforce quality control measures to uphold the highest levels of integrity and compliance within the service ensuring compliance relevant regulations, rules and policies while maintaining an environment of transparency and accountability.

**DUTIES AND RESPONSIBILITIES**:

- Establish and maintain sound standard operating procedures and operational tools consistent ITU regulations, rules and policies in order to ensure the effective and efficient delivery of administrative services; develop and promote innovations and best practices in line with the UN common system; design/re-Engineer business processes that are simple, frictionless, and automated using digital, data and automation capabilities.
- Manage contract administration and administrative aspects of the employee lifecycle, including appointments, transfers, secondments, promotions and separations from service for staff and affiliate workforce.
- Develop, implement and maintain an effective onboarding process ensuring digital solutions are applied in coordination with the Head, Learning & Development/Performance Management Section for seamless and automated induction and mandatory learning embedded; develop, implement and maintain an effective offboarding process ensuring digital solutions are applied when appropriate and that exit surveys are implemented.
- Conduct regular audits and analyze key metrics to ensure consistent high-quality operations; perform a yearly audit of affiliate workforce contracts; ensure the accuracy and completeness of HR data in the ERP system; implement and maintain up-to-date digitized personnel files; design and deliver training sessions and workshops to promote continuous learning and adherence to best practices.
- Draft substantive proposals including costing and implementation plans for all aspects of staff administrative services including online self-help tools and automated forms.
- Perform other related duties as assigned.

**CORE COMPETENCIES**:
**FUNCTIONAL COMPETENCIES**:

- Analysis, Judgement and Decision Making- Client and Serv