Overview
The Operations Manager leads and manages the Country Office operations platform to ensure efficient service delivery, financial sustainability, and client satisfaction. The role is responsible for operational performance, service quality, cost management, revenue generation, and people leadership.
Key Responsibilities
- Ensure full compliance of operations with UN/UNDP rules, regulations, policies, and Internal Control Framework (ICF).
- Provide data-driven operational advice and insights to senior management.
- Develop and use business intelligence, dashboards and analytics to identify trends, bottlenecks and efficiency gains.
- Analyze cost structures, service utilization and turnaround times.
- Apply digital solutions, automation and AI-enabled tools to enhance decision support.
- Identify operational and business opportunities to optimize service delivery.
- Lead procurement services ensuring efficiency and value for money.
- Apply procurement analytics and supplier performance data.
- Oversee lifecycle-based asset planning, utilization and disposal.
- Guide procurement unit in providing procurement solutions aligned with clients’ needs.
- Manage finance as a business enabler supporting sustainability.
- Ensure strong cost control, forecasting and budget discipline.
- Drive net-positive performance, cost recovery and reserve building.
- Use financial modelling to inform pricing and service offers.
- Conduct financial oversight and compliance over the Finance unit, ensuring financial data integrity for UNDP and external clients.
- Ensure ERP functionality is used for improved business results and improved client services.
- Identify opportunities and ways of converting business processes into web-based systems to address the issues of efficiency and full accountability.
- Maintain a secure, reliable infrastructure environment for ICT and adequate planning for disasters and recoveries.
- Update the ICT Disaster Recovery Plan on a regular basis.
- Identify and promote different systems and applications for optimal content management, knowledge sharing, information provision and learning including e-registry and web-based office management system, etc.
- Ensure CO compliance with corporate human resources policies and strategies.
- Advise on optimal staffing of the office and projects.
- Lead, manage and develop operations staff.
- Use HR analytics to improve workforce productivity.
- Strengthen team connectivity and end‑to‑end service delivery.
- Promote accountability, teamwork, client orientation, learning and innovation.
- Oversee facilities, logistics, travel and administrative services.
- Improve efficiency through process optimization and digitalization.
- Ensure business continuity and operational readiness.
- Develop and manage common and shared services.
- Position the CO as a service provider for UN agencies and partners.
- Design costing models, service standards and performance monitoring.
- Support revenue generation and sustainability.
- Supervise and manage UNDP Country Office operations staff.
Required Experience
Minimum of 5 years (with master’s degree) or 7 years (with bachelor’s degree) of relevant experience at the national or international level in providing management advisory services and/or managing institutional operational systems; Solid experience in leading/supervising diverse teams and managing cross-functional operational units including Finance, Procurement, administration, and Human Resources teams is required; Experience and proven knowledge of accrual accounting, IPSAS or IFRS is required; Proven ability to design and implement operational systems, including SOPs, process improvement initiatives, internal control mechanisms and client-oriented service delivery systems is highly desired; Demonstrated experience in applying digital tools, analytics and automation to improve service delivery and performance is highly desired; Experience in developing and generating business intelligence, carrying out data analytics to inform senior-level decision making and performance improvement; Track record of managing operations in complex institutional environments, including coordination with internal and external stakeholders; Experience in the use of computers, office software packages (MS Word, Excel, etc.), and web-based management systems such as ERP is required.
Qualifications
Advanced university degree (master's degree or equivalent) in Business Administration, Finance, Management, Economics or a related field is required. or; A first-level university degree (bachelor’s degree) in the above fields in combination with an additional two years of qualifying experience will be given due consideration in lieu of the advanced university degree.
