Deputy Chief, Volunteer Services Centre (VSC)-(Open to Tier 0 applicants only)

In line with the commitment to safeguard capacity and support personnel already in the Organization, a majority of UNDP UNCDF/UNV vacancies are advertised using a tiered application process whereby:

Tier 0: UNDP/UNCDF/UNV IP staff holding permanent (PA) and fixed-term (FTA) appointments, whose posts will be abolished, or contracts will be terminated or not renewed during 2026.

Tier 1: Other UNDP/UNCDF/UNV staff holding permanent (PA) and fixed-term (FTA) appointments

Tier 2: UNDP/UNCDF/UNV staff holding temporary appointments (TA), personnel on regular PSA contracts, and Expert and Specialist UN Volunteers

Tier 3 or no tier indicated: All other contract types from UNDP/UNCDF/UNV and other agencies, and other external candidates

The Volunteer Services Centre (VSC) is part of UNV's Management Services, supporting ever growing number (over 15,000 in 2025) and providing timely and high-quality delivery of services on volunteer HR pre-assignment activities, contract administration, payroll, and evacuation UN Volunteers assigned to agencies, funds, and programs, and UN missions throughout the UN system.

With a presence in nine locations globally, VSC ensures timely and high-quality delivery of services in volunteer HR pre-assignment activities, contract administration, payroll, and evacuation support.

VSC collaborates closely with the Volunteer Solutions Section (VSS) and other relevant sections at Headquarters, Regional Offices, Field Units, and the UNDP Global Shared Service Centre (GSSC) to deliver seamless, consolidated services in accordance with UN Volunteers Conditions of Service, regulations, policies, and best practices. In delivering its functions, VSC also liaises with UNDP Country Offices, other UN Agencies, Service Centers and operations counterparts.

Reporting to the Chief, Volunteer Services Centre, the Deputy Chief provides senior-level operational leadership, coordinates cross-functional implementation of priorities and policies, and strengthens service quality, risk management and business continuity across the VSC. S/he is responsible for the oversight of effective and transparent delivery of Volunteer management services from deployment to separation, ensuring quality, consistency and speed in deployment and contract management services. He/she assesses partner needs, interprets and applies relevant Conditions of Service and establishes internal procedures to provide solutions to a wide spectrum of complex Volunteer management issues. Deputy Chief promotes a collaborative, client-oriented approach and contributes to the maintenance of high staff morale. 

Deputy Chief directly supervises the Operations Specialist and designated staff, and provides oversight and guidance across VSC service lines through the established management structure. S/he works in close collaboration with UNV´s organizational units at the HQ and field level to translate strategic direction into coherent operational approaches, resolve escalated issues and drive continuous improvement in line with corporate targets and sound risk management.

UNV personnel are expected to work across units, functions, teams, and projects in multidisciplinary teams in order to enhance and enable horizontal collaboration. 

1.  Support operational leadership and service delivery management

• Support the Chief, VSC in translating corporate priorities and service objectives into coordinated operational approaches, workplans and delivery arrangements across VSC functions and locations;
•  Provide day-to-day leadership across service streams, ensuring coherence, continuity and alignment with UNV policies, service standards and business priorities; 
• Lead cross-functional coordination on complex or high-risk operational matters and recommend appropriate solutions to management;
• Oversee the control environment, quality assurance and escalation handling for transactions related to HR data, benefits, earnings and deductions, retroactivity, recoveries, adjustments and separations through Quantum; 
• Advise UNV partners, organizational units and UNV managers on Volunteer administration and service delivery matters, ensuring timely, consistent and solution-oriented responses; 
• Recommend solutions to highly complex and exceptional cases; 
• Review and provide advice on administration of benefits and entitlements of UN Volunteers as well as on requests for exceptions to UN Volunteer Conditions of Services and interpretation of regulatory framework taking into account business needs and corporate goals; 
• Maintain effective working relationships with HQ units, Regional Offices, Field Units and other internal stakeholders on cross-cutting operational issues and escalations;
• Develop and adjust workflows and practices that contribute to improved client services, enhanced productivity, and risks controls across VSC services; 
• Support business continuity and surge arrangements, including coordination during peak periods and other disruptions affecting service delivery. 
   

2.    Oversee quality, timeliness and consistency of service delivery

• Ensure full compliance with UN Volunteer Conditions of Service as well as UNDP and UNV policies and procedures throughout the implementation of relevant Volunteer management services; 
• Monitor section-level service delivery performance across assigned portfolios, identify systemic bottlenecks or recurring issues, and direct corrective actions to improve timelines, accuracy and client satisfaction; 
• Oversee implementation of service standards, operating procedures and communication protocols to ensure consistency of services across teams and locations;
• Continuously review service trends, case patterns and feedback from internal clients to identify opportunities to strengthen responsiveness and service quality; 
• Identify gaps in policies and procedures, provide advice on various Volunteer modalities and work with subject matter experts to develop appropriate measures to satisfy partners’ needs;. 
• Guide the handling of escalated or sensitive operational cases ad ensure timely resolution in line with policy and service standards;
• Promote strong client orientation and monitor whether service delivery remains responsive to evolving business needs and partner requirements through establishing monitoring and feedback mechanisms to measure efficiency and strengthening client satisfaction;
• Synthesize service performance data, lessons learned and good practices and translate them into management insights and improvement actions.
   

3.     Strengthen governance, compliance and risk management

• Promote management excellence in the VSC by ensuring accountability in all areas and by demonstrating a high level of skills in the management of workforce, including systematic and equitable performance management and employee development and learning activities; 
• Monitor and manage compliance with all systems and procedures and ensure management integrity and accountability with high quality standards in all activities carried out by the VSC; 
• Lead implementation and continuous strengthening of the VSC’s internal controls and related quality assurance mechanisms; 
• Monitor and report on service delivery risks and control issues, ensure timely escalation to senior management, and recommend mitigation actions;
• Review trends, transactions and control data against compliance requirements and ensure early detection and mitigation of errors, deviations and control weaknesses;
• Undertake continuous analysis of new or evolving policies, assess their operational impact on VSC services, and recommend measures for effective implementation..

4.    Drive digital enablement and institutional knowledge management

• Support the design and implementation of process automation, systems enhancements and digital tools in coordination with relevant subject matter experts and units;
• Promote the use of data, dashboards and reporting tools to strengthen decision-making, transparency and operational insight across the VSC.
• Identify opportunities to improve the accessibility, consistency and usability of knowledge resources, guidance and reference materials across the VSC.
• Lead development, maintenance and dissemination of SOPs, guidance notes, templates and other KM products to support consistent and efficient service delivery;
• Promote knowledge-sharing, lessons learnt and institutional memory within the VSC, including through onboarding resources, cross-team exchanges and other structured knowledge-sharing mechanisms;
• Contribute to knowledge networks, communities of practice and institutional learning initiatives relevant to volunteer service delivery.
   

The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization.

Supervisory/Managerial Responsibilities: Supervise and manage Volunteer Services Centre staff

Core competencies

Achieve Results:

• Set and align challenging, achievable objectives for multiple projects, have lasting impact 

Think Innovatively:

• Proactively mitigate potential risks, develop new ideas to solve complex problems 

Learn Continuously

• Create and act on opportunities to expand horizons, diversify experiences

Adapt with Agility 

• Proactively initiate and champion change, manage multiple competing demands 

Act with Determination 

• Think beyond immediate task/barriers and take action to achieve greater results

Engage and Partner

• Political savvy, navigate complex landscape, champion inter-agency collaboration

Enable Diversity and Inclusion

• Appreciate benefits of diverse workforce and champion inclusivity

UNDP People Management Competencies can be found in the dedicated site [link removed]. 

Operations Management

• Ability to effectively plan, organize and oversee different parts of corporate operations, simultaneously and in an integrated way, in order to convert the organization’s assets into the best results in the most efficient way. Knowledge of relevant concepts and mechanisms.

Risk management

• Identify and organize action around reducing, mitigating and proactively managing risks. 

Working with evidence and data

• Ability to inspect, cleanse, transform and model data with the goal of discovering useful information, informing conclusions and supporting decision-making.     

Customer satisfaction/client management  

• Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers' needs. Provide inputs to the development of customer service strategy. Look for ways to add value beyond clients' immediate requests. Ability to anticipate client's upcoming needs and concerns 

Knowledge facilitation

• Ability to animate individuals and groups, internally and externally, and to design and facilitate activities, to share and exchange knowledge, information and ideas. Knowledge of tools and approaches to stimulate active participation, contribution, and exchange.

Business Continuity Planning and Management

• Ability to identify and assess risks, prepare update and maintain Business Continuity Plans (BCPs) including testing the effectiveness of existing communication protocols and updated plans.

Relationship Management

• Ability to engage with a wide range of public and private partners, build, sustain and/or strengthen working relations, trust and mutual understanding

Education:

• Advance university degree (master’s degree or equivalent) in Business Administration, Public Administration, Law, Human Resources, Finance or related field is required. Or
• A first-level university degree (bachelor’s degree) in combination with an additional two years of qualifying experience will be given due consideration in lieu of the advanced university degree.

Experience:

• Minimum 7 years (with master’s degree) or 9 years (with bachelor’s degree) of progressive work experience in operations, service delivery, business process management or related areas in a multilateral organization at the global, regional or national level is required; 
• At least 2 years of recent supervisory responsibility leading teams in a diverse team environment is required;
• Familiarity with administration of non-staff contract modalities within the UN system is desirable;
• Demonstrated experience and knowledge of integrated HR management systems is desirable; 
• Experience in business process design and automation, data analysis and use of metrics to assess the efficiency and effectiveness of business processes is desirable;
• Experience with UN Agencies service centres is desirable; 
• Experience in the usage of office software packages (MS Word, Excel, etc.) and cloud-based ERP systems is required; 
• Experience in managing or overseeing service provision at scale, including responsibility for service coordination, case management or service performance monitoring is desirable; 
• Fluency in English is required; 
• Proficiency in another UN language, particularly French or Spanish is desirable.

• The position is open to holders of UNDP FTA and PA contracts only;
• Only short-listed applicants will be contacted;
• The successful candidate will hold a UNDP letter of appointment.
• This is open to Tier 0 applicants ONLY.

Equal opportunity

As an equal opportunity employer, UNDP values diversity as an expression of the multiplicity of nations and cultures where we operate and, as such, we encourage qualified applicants from all backgrounds to apply for roles in the organization. Our employment decisions are based on merit and suitability for the role, without discrimination.

UNDP is also committed to creating an inclusive workplace where all personnel are empowered to contribute to our mission, are valued, can thrive, and benefit from career opportunities that are open to all.

Sexual harassment, exploitation, and abuse of authority

UNDP does not tolerate harassment, sexual harassment, exploitation, discrimination and abuse of authority. All selected candidates, therefore, undergo relevant checks and are expected to adhere to the respective standards and principles.

Probation

For all new UNDP fixed term appointments (FTA), including for staff members being transferred or seconded to UNDP under the Inter-Organization Agreement concerning Transfer, Secondment or Loan of Staff, on an appointment of more than one year, continuation of the appointment beyond the initial 12 months is contingent upon the successful completion of a probationary period.

Right to select multiple candidates

UNDP reserves the right to select one or more candidates from this vacancy announcement.  We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

Use of AI by candidates

Applicants are invited to read UNDP’s guidance for candidates on using AI responsibly in UNDP recruitment and selection

Scam alert

UNDP does not charge a fee at any stage of its recruitment process. For further information, please see www.undp.org/scam-alert.

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