Job Description

What we do

The International Committee of the Red Cross (ICRC) works worldwide to provide protection and humanitarian assistance to people affected by conflict and armed violence. We take action in response to emergencies and, at the same time, promote respect for international humanitarian law. We are an independent and neutral organization, and our mandate stems essentially from the Geneva Conventions of 1949. We work closely with National Red Cross and Red Crescent Societies and with their International Federation in order to ensure a concerted, rational and rapid humanitarian response to the needs of the victims of armed conflict or any other situation of internal violence. We direct and coordinate the international activities conducted in these situations.

Purpose

The Personal & Professional Information (PPI) team is responsible for the HR administrative processing of employee data specific to changes in their personal and professional life events, such as attestation requests, activity rate, marital status, address, and emergency contact information and medical leaves.

The PPI Team Leader (Shared Services Team Leader) provides leadership, support and guidance to a team composed of PPI HR Administration Officers who are responsible in conducting the processes and task within the PPI services. They are responsible for efficient and effective planning, monitoring and delivery of end-to-end service by the team. They ensure consistency of their service delivery in line with the defined service level agreements (SLA) and in accordance with ICRC policies and Swiss Labour laws.

Accountabilities & functional responsibilities

• Develops operating procedures to enable the implementation of new services within the Global Shared Services (GSS).
• Leads the timely delivery of quality services by the team.
• Maintains and improves operations by monitoring system performance, identifies and resolves problems, prepares and completes action plans, completes system audits and analyses, and manages system and process improvements and quality.
• Ensures that the services provided meet defined key performance indicators.
• Resolves escalated customer issue.
• Ensures that unsolved or complex issues are referred to the Service Delivery Manager.
• Contributes to creating a shared knowledge base within the GSS team.
• Trains new GSS team members.
• Is responsible, with the Service Delivery Manager, for taking measures to implement audit recommendations.
• Writes and/or updates local procedures or manuals.

Our values

• At the ICRC, we value impact, collaboration, respect, and compassion. We seek candidates who demonstrate behaviors based on these shared values. For more information on the ICRC values, please visit this page.

Reports to (role)

• Service Delivery Manager

People management responsibilities

Yes

Scope & impact

• Support coverage: worldwide.
• Typically oversees in total 5 to 8 employees.

Relationships

• Internally, interacts with key users, third-level support, business analysts and staff in the GSS.
• Externally, interacts with consultants when needed, in accordance with the service-level agreements (SLAs).

Certifications / Education required

• University/bachelor’s degree or equivalent certification.
• Proficient computer skills, including in-depth knowledge of Microsoft Office suite (Outlook/Word/Excel/PowerPoint) and SharePoint.
• Good command of spoken and written English.

Professional experience required

• Typically, six to nine years’ overall professional experience.
• At least three years’ providing services in an international organization or company, ideally in a shared service environment.
• Experience in change management a strong asset.
• Knowledge in establishing goals, key performance indicators and SLAs.
• Confirmed experience in managing small teams.