Org. Setting and Reporting
The post is located in the Medical Insurance Section, Financial Resources Management Service, Division of Administration of the United Nations Office at Geneva (UNOG). The incumbent reports to the Deputy Chief of the United Nations Staff Mutual Insurance Society against Sickness and Accident (UNSMIS).
Responsibilities
Under the supervision of the Deputy Chief of the United Nations Staff Mutual Insurance Society against Sickness and Accident (UNSMIS), the incumbent is responsible for the following duties :
Client Relationship Management :
-Assists with the provision of first-hand services to clients on all questions related to medical insurance, for example membership, reimbursements, documentation, interpretation of rules and procedures;
-Supports the analysis of complex client queries through research;
-Assists in the compilation of monthly statistics and reports on client queries, calls and visits;
-Drafts proposals for process improvements in the provision of services to clients;
-Assists in the operation and improvement of IT applications used for client relationship management;
-Assists in the preparation of communication campaigns and presentations to clients;
-Assists in the preparation of regular communications and mailings to clients;
-Assists in the coordination of health promotion campaigns;
-Analyzes client queries and proposes standardized client answers ;
-Prepares and regularly updates templates to be used for answering client queries;
-Assists in keeping UNSMIS’ website updated;
-Follows up on regular client satisfaction surveys and implements improvements;
-Organizes regular trainings on client relationship management for all UNSMIS’ staff;.
-Assists with the management of contractual services purchased by UNSMIS;
-Coordinates with the Senior Claims Assistant on issues with other service lines present at UNOG’s Client Support Center (CSC);
-Coordinates with the Senior Claims Assistant on UNSMIS’s activities at the CSC, as required.
-Performs any other duties as required.
Competencies
Professionalism: Knowledge of administrative, financial and human resources policies and procedures and knowledge of ERP systems and client relationship management applications. Ability to deal with clients. Shows pride in work and in achievements. Demonstrates professional competence and mastery of subject matter. Is conscientious and efficient in meeting commitments, observing deadlines and achieving results. Is motivated by professional rather than personal concerns. Shows persistence when faced with difficult problems or challenges; remains calm in stressful situations. Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work.
Teamwork: Works collaboratively with colleagues to achieve organizational goals. Solicits input by genuinely valuing others’ ideas and expertise; is willing to learn from others. Places team agenda before personal agenda. Supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position. Shares credit for team accomplishments and accepts joint responsibility for team shortcomings.
Client orientation: Considers all those to whom services are provided to be “clients” and seeks to see things from clients’ point of view. Establishes and maintains productive partnerships with clients by gaining their trust and respect. Identifies clients’ needs and matches them to appropriate solutions. Monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems. Keeps clients informed of progress or setbacks in projects. Meets timeline for delivery of products or services to client.
Education
An advanced university degree (Master’s or equivalent degree) in business or public administration, human resources, marketing, communication or related field is required. A first-level university degree in combination with two additional years of qualifying experience may be accepted in lieu of an advanced university degree.
Work Experience
Experience in administration, client relationship management, human resources, communication or related field is desirable.
Experience in using IT systems, in particular ERP systems, for client management and communication is desirable.
Languages
English and French are the working languages of the United Nations Secretariat. For the position advertised, fluency in both English and French is required. Knowledge of another UN official language is desirable.
Assessment
Evaluation of qualified candidates may include an assessment exercise which will be followed by competency-based interview.
Special Notice
Extension of the appointment is subject to extension of the mandate and/or the availability of funds.
Staff members are subject to the authority of the Secretary-General and to assignment by him or her. In this context, all staff are expected to move periodically to new functions in their careers in accordance with established rules and procedures.
The United Nations Secretariat is committed to achieving 50/50 gender balance in its staff. Female candidates are strongly encouraged to apply for this position.
United Nations Considerations
According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Candidates will not be considered for employment with the United Nations if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. The term “sexual exploitation” means any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes, including, but not limited to, profiting monetarily, socially or politically from the sexual exploitation of another. The term “sexual abuse” means the actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions. The term “sexual harassment” means any unwelcome conduct of a sexual nature that might reasonably be expected or be perceived to cause offence or humiliation, when such conduct interferes with work, is made a condition of employment or creates an intimidating, hostile or offensive work environment, and when the gravity of the conduct warrants the termination of the perpetrator’s working relationship. Candidates who have committed crimes other than minor traffic offences may not be considered for employment.
Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible. The United Nations places no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. The United Nations Secretariat is a non-smoking environment.
Applicants are urged to follow carefully all instructions available in the online recruitment platform, inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side of the inspira account-holder homepage.
The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application.
Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date.
No Fee
THE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.
