Programme Policy Officer (Unified Case Management System - Manager (UCM Manager) (Re-Adv)

Description and Requirement

KEY ACCOUNTABILITIES (not all-inclusive)

Adhering to all relevant country office and corporate SOPs, standards, and guidance the UCM Manager will:

1. UCM Case Management

• Oversee the management of all UCM cases through all steps including: intake, review, assignment, verification and action, and resolution;
• Conduct intake and case review for high priority and sensitive UCM cases
• Escalate cases internally and refer cases to external partners per SOP requirements;
• Provide technical support on case management and UCM function to WFP employees and stakeholders including Field Monitors, UCM agents, UCM portfolio managers, case leads, and WFP management.

2. UCM System Management & Quality Assurance

• Ensure UCM technology components are operational and well-functioning including SugarCRM, CFM helpline/IVR, MODA-SugarCRM API, and Tableau, in coordination with key units including ICT;
• Ensure UCM data system and information repositories are up to date and well-functioning including user/team lists, lookup table and business objects, activity workflows, standard messaging and response tools, in coordination with relevant units;
• Support community sensitization efforts to raise awareness and accessibility of UCM Communication channels, in coordination with relevant units;
• Design, adapt, and update key performance indicators (KPIs) to ensure UCM functionality and quality assurance (e.g. % of cases resolved on time, % of UCM users satisfied, # of data privacy breaches);
• Manage dedicated UCM employees as required (e.g. UCM helpline agents)
• Support with the design and operation of interagency Community Voices Platform (CVP) in coordination with relevant units;

3. Capacity Building

• Identify capacity gaps and training needs for WFP staff and stakeholders related to UCM function and relevant thematic areas (monitoring, PGAAP)
• Develop training tools and resources and conduct capacity building for new and existing employees and stakeholders on topics relevant to UCM functionality including case management, M&E, PGAAP working closely with relevant thematic and activity teams;

4. Analysis & Reporting

• Develop and conduct regular and ad hoc analysis processes and reports of UCM case content and case management to identify and flag key risks, trends, and opportunities for programmatic adaptation, working with relevant units including VAM, M&E, PGAAP
• Develop, manage, update UCM-related analysis and visualization tools including Tableau-based dashboards;

Requirements

STANDARD MINIMUM QUALIFICATIONS

EDUCATION: Masters degree in relevant social science, business, or computer science discipline including international relations, development, political science, human rights, economics, anthropology, or business administration.

WORK EXPERIENCE:

• Minimum of 4 years of experience for master’s degree and 6 years of experience for bachelors in client/customer services functions including previous experience with an international organisation.
• Work experience with a UN or other International Organization’s call center would be an asset. Experience in case management/customer relationship management in the public or private sector.
• Experience designing and using key UCM technology components including SugarCRM, Tableau,
• Demonstrated ability to design complex processes involving multiple actors and stakeholders to achieve high-quality results.

Knowledge & Skills

• Excellent customer care and communication skills, a clear and friendly attitude, the ability to follow
• instructions.
• Demonstrated attention to detail, solid IT skills (including working on multiple platforms simultaneously), problem-solving skills,
• Ability to work under pressure and multi-task in a professional manner while meeting targets in a high-pressure environment.
• Excellent time management and language skills.
• Demonstrated team management and performance management skills, as well as information management skills.
• Demonstrate the ability to problem solve, coordinate and collaborate with internal and external stakeholders, manage data, manage difficult employees and/or situations, remain calm in a crisis and to represent the UCM in meetings.