Chief, Performance Division

The Performance Division contributes to the advancement of UNDP’s operational performance and organizational effectiveness by bringing industry-standard knowledge, advisory services, and data analytics for performance improvements and enhancements to UNDP’s overall day-to-day business and external clients. The Performance Division Chief reports to the BMS/BPC Director with an indirect reporting line to the BMS Director. 

The Division Chief leads a team that covers a broad range of issues that include but are not limited to After Action Reviews (AAR), management assessments, quality assurance of services through the creation and implementation of customer service survey, standards and the creation of service level agreements, as well as substantive collaboration with Regional and Central Bureaus to help shape and advance UNDP’s operational performance. S/he oversees the day to day work, and monitors services provided to clients both internally and externally. 

• Build a team of high-performing management analysts and Advisors as well as data analysts with the composite skill sets to provide dedicated support to UNDP offices for business transformations.
• Help facilitate time-bound deployments of multifunctional teams.
• Assist in identifying technical resources for internal management assessments, including building relations and partnerships with private sector and other UN organizations with the goal of increasing collaborating on bringing innovation to management improvement practices of the organization. 
• Strengthen the existing network of internal UNDP Program and Operations Managers on business transformation and change management, including preparation and facilitation of structured knowledge exchange initiatives and applied learning through management assessments and other engagements.
• Ensure that the collaborative tools of the Division (dashboards, workspaces, networks, outreach and communications channels, etc.) are being updated and improved.
• Promote access to best available expertise and organizational learning for division staff.
   

2)   Coordination of operational effectiveness and improvement strategies & services including client relationship management:

• Manage UNDP’s internal management consulting platform through which offices/units may request support services, and UNDP executive leaders can leverage dedicated resources to drive the refinement and realization of high-impact business transformation and organizational change agendas.
• Provide forward-looking analysis on operational performance to UNDP’s Executive and Country Office leaders to highlight priority areas for change management and business transformation engagement.
• Scope management assessments and other organizational improvements engagements with clients to ensure a comprehensive understanding of management challenges and opportunities, to develop an effective roadmap for organizational change.
• Develop technical proposals, implementation plans, and communication/engagement strategies to be used by clients in managing change.
• Provide guidance to external consultants supporting business transformation and organizational change in conjunction with other BMS units in UNDP.
• Ensure assessment teams deliver high-quality analysis and actionable recommendations for end products.
• Monitor implementation of recommendations to ensure organizational change is/has occurring/ed.
   

• Serve as a subject matter expert for performance management improvements including change management and business transformation practices.
• Contribute to innovation in the management practice in UNDP through research and development, distillation of industry best practices and engagement of management analysts to inform the provision of client services in this arena.
• Support the unit in the development customer services surveys, customer services standards and other services level agreements to improve the organization’s operational efficiency and effectiveness.
• Identify headquarters and country office management challenges and help develop solutions including changes to policies, business processes and standard operating procedures.
• Develop communication strategies, and lead presentations of findings resulting from management reviews and assessments, based on the work of the division.

• Ensure appropriate stakeholder consultation protocols are developed and managed in complex engagements.
• Provide oversight in the development of templates and other assessments tools as well data related to performance indicators for engagements with client offices. 
• In consultation with BMS leadership, design and facilitate business transformation and change management tasks including corporate initiatives, and/or internal knowledge sharing, which are focused on driving systems change.
   

• Work with BMS leadership to create task teams or working groups to address operational performance issues on an ad hoc leadership.
• Contribute to operational effectives of BMS service provision by advising the BMS Director, Deputy Director and supporting the BMS Office Directors as needed.
• Work closely with and support activities complementary to those of the divisions including the GPN, Regional and Central bureaus to support performance improvement and organizational change.
• Leverage operations and program/policy practices to spotlight opportunities and risks in UNDP business model and organizational performance. 
• Provide sound contributions to knowledge networks and communities of practice.
• Work on analytical publications for BMS as needed, such as the annual BMS review report.
   

People Management 

UNDP People Management Competencies can be found in the dedicated site.

Cross-Functional & Technical competencies:

Business Direction & Strategy - Strategic Thinking:

• Ability to develop effective strategies and prioritized plans in line with UNDP’s objectives, based on the systemic analysis of challenges, potential risks and opportunities; linking the vision to reality on the ground, and creating tangible solutions.
• Ability to leverage learning from a variety of sources to anticipate and respond to future trends; to demonstrate foresight in order to model what future developments and possible ways forward look like UNDP
   

Business Direction & Strategy - Systems Thinking:

• Ability to use objective problem analysis and judgement to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact on other parts of the system
   

Business Development - Knowledge Generation:

• Ability to research and turn information into useful knowledge, relevant for context, or responsive to a stated need.

Business Management - Portfolio Management:

• Ability to select, prioritise and control the organization's programmes and projects, in line with its strategic objectives and capacity; ability to balance the implementation of change initiatives and the maintenance of business-as-usual, while optimising return on investment.

Business Management - 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
   

Business Management - Risk Management:

• Ability to identify and organize action around mitigating and proactively managing risks.
   

HR People Strategy & Planning - People Analytics:

• Ability to generate and align people data with business intelligence data to inform strategic decision making; knowledge of databases, their architecture, integration and landscape; ability to create and use data models; knowledge of visualization techniques. Gathering and using data and information to provide insights into people issues and guide decision-making.