Operations Associate, Volunteer Management (Open to Tier 1, 2 and 3 (External)

Job Description

This position is open to Tier 1 and Tier 2 candidates only.

Tier Eligibility

Tier 1: UNDP/UNCDF/UNV staff holding permanent (PA) and fixed term (FTA) appointments (defined as "internal" candidates).

Tier 2: UNDP/UNCDF/UNV staff holding temporary appointments (TA), personnel on regular PSA contracts and Expert and Specialist UNVs with Host entity UNDP or UNV.

Tier 3: All other contract types from UNDP/UNCDF/UNV and other agencies, and other external candidates.

Background

Diversity, Equity and Inclusion are core principles at UNDP: we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a ‘leave no one behind’ approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and inspiring stories.

UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

Volunteer Services Centre (VSC) Overview

The Volunteer Services Centre (VSC) is the Operations Hub supporting over 13,000 UN Volunteers assigned to various agencies, funds, and programs throughout the UN System. VSC ensures timely and high‑quality delivery of services in:

• Volunteer Deployment (e.g. from offer to entry on duty, certifying pre‑assignment requirements, etc.)
• Volunteer contracts administration (e.g. processing from hire to separation, life events, crisis support to ROs and FUs and payment management, medical evacuation support, etc.)
• Payroll Administration for UN Volunteers (e.g. payroll validation, exceptions sign‑offs, disbursement sign‑off, labor administration management, labor cost distribution, payroll irregularity handling, etc.)
• Providing global support for UN Volunteers, UN entities, and donor countries.

With its presence in seven locations around the globe, VSC collaborates closely with different UN hosting and funding entities, headquarters' relevant sections, Regional Offices (ROs), Field Units (FUs) and UNDP Global Shared Service Center (GSSC) teams to deliver seamless and consolidated services according to UN Volunteers Conditions of Service, regulations, policies, and internal best practices. Furthermore, VSC is administrating assignments for fully funded (FF) UN Volunteers incl. financial monitoring and coordination in line with donor requirements.

Reporting & Collaboration

Reporting to the Operations Associate Volunteer Management (G7), the Operations Associate, Volunteer Management provides HR administration services for UN Volunteers. Supporting multiple countries, the incumbent works in close collaboration with the Deployment and Payroll Team in the Volunteer Services Centre and with Regional Offices and Field Units to best address UN Volunteers and partners' needs. The incumbent promotes a collaborative, client‑oriented approach and supports the maintenance of high-quality service delivery and client satisfaction.

Duties and Responsibilities

• Provision of volunteer management services.
• Provide volunteer management services encompassing the full cycle of volunteers’ engagement, from hiring through separation, in adherence to established UN Volunteers Conditions of Service, regulations and policies.
• Administer UN Volunteer contracts.
• Analyze and record benefits, entitlements and claims in relevant systems for accurate payroll processing.
• Analyze and record life events in relevant systems for accurate payroll processing.
• Review supporting documents related to claims, benefits and life events.
• Support the recovery of over-payments.
• Manage medical and security evacuations, resignations and terminations, in due confidence.
• Alert supervisor about deficiencies or risks and liaise with Regional Offices and Field Units on exceptional situations and provide guidance on applicable regulations, rules and policies to ensure full compliance with the accountability framework.
• Guide and support UN Volunteers on the Conditions of Service and provide input to specific briefs and guidance notes, including for onboarding.
• Volunteer management coordination and technical support.
• Liaise with other team members in the Volunteer Services Centre, Regional Offices and Field Units to keep abreast of evolving demand for UN Volunteers in the portfolio.
• Contribute to the development, update, and maintenance of the Conditions of Service and relevant SOPs. Ensure consistent application of existing regulations.
• Contribute to the analysis of the regional Volunteer Service Centre results, report on trends and propose changes for improvements of services related to volunteer management.
• Facilitation of knowledge building and knowledge sharing.
• Provide input to the design of training materials and corporate activities towards building the volunteer management capacity of UNV personnel.
• Synthesize and share lessons learned and other pertinent knowledge for operational improvements.
• Make contributions to knowledge networks and communities of practice.
• Contribute to the improvement of policies, processes, and systems by identifying bottlenecks, proposing solutions for streamlining, optimisation and automation that enable the Centre’s timely and quality delivery.
• Serve on a rotational basis as a focal point for VSC on various topics.
• Perform other administrative duties as may be required.

Competencies

Core

• Achieve Results – Plans and monitors own work, pays attention to details, delivers quality work by deadline.
• Think Innovatively – Open to creative ideas/known risks, pragmatic problem solver, makes improvements.
• Learn Continuously – Open minded and curious, shares knowledge, learns from mistakes, asks for feedback.
• Adapt with Agility – Adapts to change, constructively handles ambiguity/uncertainty, is flexible.
• Act with Determination – Shows drive and motivation, able to deliver calmly in face of adversity, confident.
• Engage and Partner – Demonstrates compassion/understanding towards others, forms positive relationships.
• Enable Diversity and Inclusion – Appreciates/respects differences, aware of unconscious bias, confronts discrimination.

Cross-Functional & Technical competencies

• Knowledge Generation – Ability to research and turn information into useful knowledge, relevant for context, or responsive to a stated need; apply existing concepts to new situations and develop new concepts to generate workable solutions and new approaches; knowledge of relevant concepts, conceptual models, and theories that can be useful in addressing new situations.
• Digital Awareness and Literacy – Ability to monitor new and emerging technologies, understand their usage, potential, limitations, impact, and added value; rapidly adopt and use new technologies and empower others; knowledge of the usage of digital technologies and emerging trends.
• Communication – Communicate in a clear, concise and unambiguous manner both through written and verbal communication; tailor messages and choose communication methods depending on the audience; manage communications internally and externally, through media, social media and other appropriate channels.
• Customer satisfaction / client management – Respond timely and appropriately with a sense of urgency, provide consistent solutions, deliver timely and quality results, anticipate clients' upcoming needs and concerns; provide inputs to the development of customer service strategy; look for ways to add value beyond clients' immediate requests.
• Documents and records management – Overall document (hard or electronic) management; registry and retention policy including storing and archiving.

Education

Secondary education with technical training in human resources, operations, business administration, or related areas; a university degree in human resources, business or public administration is desirable, but it is not a requirement.

Required Skills and Experience

• Secondary education with technical training in human resources, operations, business administration, or related areas.
• University degree in human resources, business or public administration is desirable.

Experience

• A minimum of 6 years (with high school diploma) or 3 years (with bachelor’s degree) of relevant experience in volunteer management, personnel and/or business management.
• Experience in MS Office 365.
• Knowledge of the conditions of service of the UN Common System or of international organizations would be an asset.
• Experience working in web-based management/CRM systems would be an asset.
• Experience working with Salesforce Service Cloud would be an asset.
• Experience in an international or non-profit context would be an asset.
• Experience working with volunteers is an asset.

Language Requirements

• Fluency in English.

Disclaimer / Note

• Only short‑listed applicants will be contacted.
• The successful candidate will hold a UNDP letter of appointment.
• This post is for local recruitment only. It is open to citizens of the European Union (EU) member states or holders of residence and unlimited work permits for Germany. All travel, interview and relocation costs, if any, incurred to take up an appointment at the duty station in Bonn are at the expense of the applicant.

Applicant Information About UNDP Rosters

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.

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