Head of Global Shared Services

The Head of Global Shared Services is responsible for the leadership, management, and continuous improvement of UNHCR’s Shared Services operations across key enabling functions including HR, Payroll, Finance, Supply, IT, and global support services. The role ensures high-quality, efficient, and client-oriented service delivery by leveraging standardization, automation, and operational excellence centred on cost efficiencies and quality of service.

Responsibilities

• Lead the operational delivery of global shared services across HR, Payroll, Finance, Procurement, Supply, IT, and global support services, ensuring alignment with performance expectations and service level agreements.
• Ensure processes are designed end to end to drive efficiency and service quality.
• Monitor key performance indicators (KPIs) across service lines and ensure high-quality, timely and accurate transaction processing.
• Define and implement the GSS operating model, service-delivery and location strategy, and the roadmap for transitioning additional functions and service lines into GSS, including the migration, stabilization and optimization of transferred services.
• Manage the GSS budget and resources; establish and maintain the service costing and cost-recovery model, and benchmark unit costs and service quality against comparable shared services organizations.
• Establish and maintain the GSS service catalogue and service governance with the policy-owning divisions, clearly distinguishing policy ownership from service-delivery accountability.
• Lead the automation and digitalization agenda for transactional services, including self-service, robotic process automation and AI, in close coordination with ITS.
• Ensure business continuity and resilience across the GSS hubs, and the protection of personal and financial data processed by GSS, in line with UNHCR's data protection and information security policies.
• Lead workforce planning, talent development and succession management across the GSS hubs, fostering an inclusive, high-performance culture.
• Oversee personnel administration for locally recruited and internationally assigned staff, ensuring accuracy in contract issuance, leave management, onboarding, and separation processes.
• Ensure consistency in application of policies and regulations globally.
• Ensure robust validation and certification of HR and benefits updates and the integrity of data in corporate systems (e.g., Workday, Oracle Cloud and others), supporting compliance and internal controls.
• Support Contact Center services ensuring escalated queries are resolved efficiently, appropriately, and logged for analytics.
• Supervise the execution of core financial processes, including: Invoice processing, payment runs, and reconciliation of accounts payable and receivable. Donor receivables processing and compliance with multiple financial reporting standards.
• Oversee the preparation of financial reports and dashboards, ensuring data quality and ERP alignment.
• Monitor compliance with the Financial Internal Control Framework and support audit readiness and audit response documentation.
• Manage transactional procurement services including purchase requisition processing, contract administration, and vendor master data management.
• Oversee supply chain support activities such as stock reconciliation, relief item tracking, and ERP data entry linked to inventory and sourcing operations.
• Ensure compliance with procurement rules and procedures and support Implementing Partner procurement documentation processes.
• Supervise IT services including end user device support, IT stockpiles, execution of vulnerability remediation in coordination with ITS, and cost recovery of IT services.
• Oversee the scheduling and logistics of IT equipment shipments and customs clearances.
• Supervise a multi-channel contact center responsible for the Service Management platform (ServiceNow) that provides first- and second-line support for the GSS globally.
• Ensure all contact center hubs located in Panama, Dakar, Nairobi, Amman, and Kuala Lumpur are integrated into the GSS service offering, providing a follow-the-sun support model and a consistent end-user experience in multiple languages.
• Ensure SLA metrics and customer satisfaction and complaints are tracked and managed to ensure continuous improvement and adherence to the quality standards.
• Ensure a knowledge base is maintained to enable GSS clients to easily access and solve their queries using a self-service approach.
• Oversee the administrative unit responsible for workspace management, workspace allocation, and provision of supplies and utilities for all units and support hubs.
• Support the documentation and monitoring of workplace safety, accessibility, and well-being initiatives.
• Ensure effective internal communication and staff engagement across the GSS hubs, including regular all-staff meetings and staff-management consultation mechanisms.
• Oversee the global administration of official travel services, ensuring the efficient processing of travel authorizations, claims, and related entitlements in compliance with UNHCR’s regulatory framework and operational needs.
• Lead the standardization and centralized oversight of asset management processes, including the registration, tracking, disposal and reporting of UNHCR assets across all locations.
• Ensure compliance with internal controls, audit requirements and financial reporting standards.
• Ensure centralized oversight in fleet management, including vehicle acquisition, utilization, maintenance, and disposal.
• Support the development and implementation of fleet performance monitoring tools and advocate for sustainability principles.
• Lead risk assessments and discussions with team(s) to proactively manage risks and seize opportunities impacting objectives.
• Perform other related duties as required.

Requirements

• For D1 - 17 years relevant experience with Undergraduate degree; or 16 years relevant experience with Graduate degree; or 15 years relevant experience with Doctorate degree
• Field(s) of Education: Business Administration; Economics; International Law; Finance; Accounting; Human Resources Management; Supply Chain Management; Information Systems; Operations Management; Political Science; International Relations; or other relevant field.
• Certificates and/or Licenses: Lean Six Sigma; ITIL; COPC; Professional accounting designation (CPA, ACCA, CIMA or equivalent); PMP or PRINCE2. (Certificates and Licenses marked with an asterisk* are essential)
• Minimum 10 years of progressively responsible experience in shared services or centralized business-services delivery, of which at least 5 years at senior management level leading a global or regional multi-function shared services centre serving clients in multiple countries.
• Demonstrated track record of transitioning services into a shared services centre and delivering measurable cost and quality improvements.
• Experience establishing service-management frameworks (service catalogue, SLAs/KPIs, cost recovery, multi-channel contact centre) in an ERP- and service-management-enabled environment.
• Excellent interpersonal skills with the ability to influence stakeholders, with a proven record of successfully leading negotiations and building consensus among internal and external stakeholders.
• Demonstrated strategic thinking and understanding of interdependencies between business, operations, and technology needs.
• Substantial experience in managing and developing large teams working in a range of functions and locations, ensuring effective and efficient achievement of prioritized goals, and a conducive working environment.
• Demonstrated ability to quickly formulate comprehensive plans to meet the organization’s strategic objectives, identifying and addressing risks and challenges.
• Experience addressing large and executive-level audiences.
• Experience in working with governance bodies and senior stakeholders.
• Experience in providing clear and strong leadership, building a team culture of collaboration and performance, promoting team coherence and interaction based on UNHCR’s values, and coordinating with other agencies.
• Experience in effective change management.
• Solid understanding of UNHCR's mandate and modus operandi.
• Experience in process re-engineering (process redesign, process transformation, or change management).
• Experience leading shared services in the United Nations system or another international organization.
• Demonstrated knowledge of UNHCR and interagency policies, standards, programmes and operations.
• Experience with enterprise platforms such as Workday, Oracle Cloud and ServiceNow.
• Working knowledge of French and/or Spanish.

Skills

• Shared Services
• Centralized Business Services
• Service Transition
• Cost and Quality Improvement
• Service-Management Frameworks
• ERP Systems
• Service Catalogue Management
• SLA and KPI Management
• Multi-Channel Contact Centre
• Stakeholder Influence
• Strategic Planning
• Risk Management
• Executive Presentation Preparation
• Governance Engagement
• Team Leadership
• Change Management
• Process Re-engineering
• UNHCR mandate knowledge
• Interagency Policy Knowledge
• Workday
• Oracle Cloud
• ServiceNow Experience
• Lean Six Sigma
• ITIL
• COPC
• Professional Accounting
• Project Management
• PMP Certification
• Prince2

Languages

English, French, Spanish