Quality Improvement Program Manager

The Quality Improvement Program Manager is responsible for ensuring the smooth running of the programme’s activities including strategy implementation and project management. The role provides technical expertise, manages resources, and supports the Secretariat of UPU bodies related to quality improvement services.

Responsibilities

• Establish the general direction of the Programme in accordance with the Coordinator
• Develop and formulate strategies to enhance the Programme and its activities covering all issues related to Quality Improvement Services provided by the UPU
• Supervise the projects of the program including design, development and formulation of project documents
• Lead and coordinate regional capacity-building and project implementation ensuring alignment with strategic priorities and partner collaboration
• Assess progress on projects and coordinate/lead their effective implementation
• Adjust priorities and instruct on corrective action when necessary
• Manage sensitive and complex files and propose solutions
• Supervise smooth running of tools and systems developed to measure quality of services and increase interoperability of the global postal network
• Monitor and report on performance and results
• Set up annual work plan, determine priorities and allocate resources for timely delivery of outputs
• Design and implement key performance indicators for services related to the programme
• Identify improvement opportunities and implement them
• Carry out administrative tasks necessary to the functioning of the programme
• Provide technical support, advice and solutions to team members and stakeholders
• Advise senior management and devise solutions to issues impacting ongoing activities and priorities
• Serve as focal person for coordination and management of programme activities with other stakeholders
• Respond to complex technical queries from designated operators
• Implement and promote tools and systems developed to measure quality of services and increase interoperability
• Participate in meetings and provide substantive expertise on issues or discussions with representatives of other institutions or stakeholders
• Prepare and manage the budget of the Programme, supervise expenditures and corrective actions
• Manage, guide, assess and develop staff under supervision
• Control content and ensure effective preparation and issuance of IB circulars related to programme activities and quality measurement reports
• Prepare substantive input for position papers and reports for UPU bodies
• Advise chairpersons of groups in charge of Quality Service
• Organize meetings, actively participate and write reports

Requirements

• First level university degree (Bachelor or similar) or advanced university degree (Master or similar) in supply-chain, logistics, economics / IT / exact sciences (statistics, mathematics for example) / business administration or a related field
• With first university degree 9 years is required
• With advanced university degree 7 years of experience in the field of postal operations and/or similar logistics services is required
• Good knowledge of international postal rules and regulations in the domain covered by the position is required
• Good knowledge of quality of service is required
• Knowledge of postal operations and logistics is required
• Knowledge of the organization and the work done in a sorting and distribution center is required
• Knowledge of UPU standards pertaining to Electronic Data Interexchange (EDI) is required
• Knowledge of project management is required
• Proficiency in English or French is required

Skills

• Supply Chain Management
• Logistics Services
• Postal Operations
• International Postal Regulations
• Quality of Service
• Sorting and Distribution Center Operations
• Electronic Data Interchange
• Project Management
• Strategy Implementation
• Resource Management

Languages

English, French