Head of Global Shared Services

The Head of Global Shared Services (GSS) 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. Reporting to the Deputy High Commissioner, the incumbent leads the service centre supporting global operations from a centralized location supported by regional hubs.

Responsibilities

Lead the operational delivery of global shared services across HR, Payroll, Finance, Procurement, Supply, IT, and global support services; ensure end-to-end process design for efficiency and service quality; monitor KPIs across service lines; define and implement the GSS operating model, service-delivery and location strategy, and roadmap for transitioning additional functions into GSS; manage the GSS budget and resources, service costing and cost-recovery model; establish and maintain the service catalogue and service governance with policy-owning divisions; lead automation and digitalization of transactional services, including self-service, RPA and AI; ensure business continuity, resilience and data protection across GSS hubs; lead workforce planning, talent development and succession management; oversee HR and payroll personnel administration; supervise core financial processes including accounts payable and receivable, donor receivables and financial reporting; manage transactional procurement and supply chain support services; supervise IT services and end-user device support; supervise a multi-channel contact centre using ServiceNow; oversee GSS administration, travel, asset and fleet management; lead risk assessment and risk management; perform other related duties as required

Requirements

At least 10 years of progressively responsible experience in shared services or centralized business-services delivery; at least 5 years at senior management level leading a global or regional multi-function shared services centre serving clients in multiple countries; 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; experience leading negotiations and building consensus among internal and external stakeholders; experience managing and developing large, multifunctional teams across locations; experience addressing large and executive-level audiences and working with governance bodies and senior stakeholders; experience in effective change management; minimum 17 years relevant experience with Undergraduate degree, or 16 years with Graduate degree, or 15 years with Doctorate degree; degree in a relevant field (e.g., 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); essential certificates marked with an asterisk (Lean Six Sigma, ITIL, COPC, professional accounting designation, PMP or PRINCE2 – asterisked items are essential); essential functional skills: MG-Change Management, MG-Strategy Development and Implementation, MG-Business Process Innovation, MG-Business Performance Analysis and Management; knowledge of English and the UN working language of the duty station if not English; only candidates who are not nationals of the country of assignment are eligible to apply

Nice to have

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; 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; relevant professional certification such as Lean Six Sigma, ITIL, COPC, CPA, ACCA, CIMA or equivalent; experience with service catalogues, service-level agreements, unit costing, cost-recovery models or multi-channel contact-centre operations