Tiered Approach

In line with the commitment to safeguard capacity and support personnel already in the Organization, a majority of UNDP UNCDF/UNV vacancies are advertised using a tiered application process whereby:

Tier 0: UNDP/UNCDF/UNV IP staff holding permanent (PA) and fixed-term (FTA) appointments, whose posts will be abolished, or contracts will be terminated or not renewed during 2026.
Tier 1: Other UNDP/UNCDF/UNV staff holding permanent (PA) and fixed-term (FTA) appointments
Tier 2: UNDP/UNCDF/UNV staff holding temporary appointments (TA), personnel on regular PSA contracts, and Expert and Specialist UN Volunteers
Tier 3 or no tier indicated: All other contract types from UNDP/UNCDF/UNV and other agencies, and other external candidates

Please make note of the Tier(s) indicated in the vacancy title, if any, and ensure that you satisfy the eligibility to apply.

Office/Unit/Project Description
The Volunteer Services Centre (VSC), part of UNV’s Management Services, supports a growing global portfolio of over 15,000 UN Volunteers (2025), delivering timely and high-quality services across the full volunteer lifecycle. This includes recruitment, pre-assignment processing, contract administration, payroll, separation, and evacuation support for UN Volunteers serving with UN agencies, funds, programmes, and missions. With a presence in 13 locations worldwide, VSC ensures consistent and compliant service delivery across diverse operational contexts.

Under the guidance and supervision of the Operations Associate/Team Leader (G7) for the duty station, the Operations Associate supports the delivery of end-to-end volunteer lifecycle services within the VSC. The role contributes to timely onboarding, contract administration, and accurate management of benefits & entitlements, and lifecycle events.

The incumbent ensures the integrity, transparency, and accuracy of service delivery in line with the UN Volunteers Conditions of Service (COS), policies, and procedures, while maintaining high-quality outputs and consistency across multiple countries and stakeholders.

VSC collaborates closely with the Volunteer Solutions Section (VSS), headquarter units, Regional Offices, Field Units, the UNDP Global Shared Services Centre, and other UN partners to deliver coordinated services. The Operations Associate advises stakeholders on policies and procedures, promotes a collaborative and client-focused approach, and supports the timely implementation of the VSC work plan.

Scope of Work
The Operations Associate supports the delivery of end-to-end UN Volunteer lifecycle services, ensuring timely, accurate, and compliant execution of operational processes from onboarding through separation across multiple countries and stakeholders.

3.1 Provision of Volunteer Lifecycle Services

Facilitae processing of assignments from offer issuance through entry on duty and separation, including offer and/or contract generation and management, benefits & entitlements, life events, separations, verification of documentation and required clearances.
Review, validate and follow up on pre-assignment requirements, including PII updates, mandatory courses, beneficiary information, banking details, medical clearance, etc.
Administer volunteer contracts and manage lifecycle processes, including benefits, entitlements, claims, and life events in line with the UNV Conditions of Service.
Handle complex and sensitive cases, including medical and security evacuations, contract amendments, resignations, terminations, and recovery of overpayments, ensuring confidentiality and compliance.
Administer and certify processing of benefits in full compliance with applicable provisions of the UN COS.

3.2 Data Management and Compliance

Review validate, and record supporting documentation and transactions in corporate systems to ensure accuracy for payroll processing, reporting, and audit purposes.
Support payroll-related administration by reviewing payment requests, ensuring completeness and alignment with the COS, following up on HR data corrections, and coordinating on payroll and banking exceptions, including returned or rejected payments where applicable.
Maintain accurate and up-to-date records and case history in relevant systems, ensuring full traceability and proper documentation of all actions.
Ensure all activities are compliant with applicable policies, procedures, and internal control frameworks.

3.4 Coordination and Client Service Delivery

Liaise with Regional Offices, Field Units, UN entities, and internal teams to coordinate service delivery and resolve operational queries and ensure consistent application of policies and procedures.
Provide guidance to stakeholders, including UN Volunteers, on lifecycle processes, documentation requirements and service-related matters, and ensure timely follow-up on pending actions and exceptional case.
Support handling, follow=up, and escalation of operational queries and cases in line with established workflows, ensuring appropriate communication and resolution.

3.5 Monitoring, Issue Resolution and Risk Management

Monitor the progress of lifecycle cases and service transactions across deployment, contract administration, payroll and separation.
Identify risks, delays, or inconsistencies and escalate issues as appropriate.
Support timely resolution of operational issues, coordinating with relevant teams and service providers where required.

3.6 Knowledge Management

Contribute to the review and continuous improvement of workflows, standard operating procedures and templates by identifying bottlebecks and operational gaps.
Provide inputs for preparation of knowledge articles, frequently asked questions (FAQ) and best practices. Support knowledge sharing through development of training materials, guidance notes, and lessons learned.
Participate in knowledge networks and communities of practice.

3.7 The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organisation.

4. Institutional Arrangement
The Operations Associate will report to the Operations Associate/Team Leader (G7) for the location under the substantive guidance of the P3 Operations Specialist and overall leadership of Deputy Chief, Volunteer Services Centre (VSC).

Competencies

CORE

Achieve Results

Plans and monitors own work, pays attention to details, delivers quality work by deadline

Think Innovatively:

Open to creative ideas/known risks, is pragmatic problem solver, makes improvements

Learn Continuously:

Open minded and curious, shares knowledge, learns from mistakes, asks for feedback

Adapt with Agility:

Adapts to change, constructively handles ambiguity/uncertainty, is flexible

Act with Determination:

Shows drive and motivation, able to deliver calmly in face of adversity, confident

Engage and Partner:

Demonstrates compassion/understanding towards others, forms positive relationships

Enable Diversity and Inclusion:

Appreciate/respect differences, aware of unconscious bias, confront discrimination

Cross-Functional & Technical competencies:

Managing Compensation and Benefits

Ability to design compensation plans which are aligned to current and future organization needs and market conditions; knowledge of and ability to apply the ICSC compensation methodologies and principles.
Knowledge of and ability to design benefits-related processes, programmes, and tools, including benefit enrolment and amendments.

Payroll management:

Knowledge of and ability to apply mechanisms and tools to collect payroll data, process payroll and manage payroll reports.

Customer Satisfaction/Client Management

Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers' needs.
Provide inputs to the development of customer service strategy.
Look for ways to add value beyond clients' immediate requests.
Ability to anticipate client's upcoming needs and concerns.

Operations management

Ability to effectively plan, organize, and oversee the Organization’s business processes in order to convert its assets into the best results in the most efficient manner.
Knowledge of relevant concepts and mechanisms.

Digital Awareness and Literacy

Ability and inclination to rapidly adopt new technologies, either through skillfully grasping their usage or through understanding their impact and empowering others to use them as needed.

Communication

Ability to communicate in a clear, concise and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience.
Ability to manage communications internally and externally, through media, social media and other appropriate channels.

Knowledge Generation

Ability to research and turn information into useful knowledge, relevant for content, or responsive to a stated need.

Required Skills and Experience

Education:

Secondary Education with at least six (6) years relevant work experience, or Bachelors’ degree in Human Resources, Business or Public Administration, with relevant work experience of at least three (3) years will be given due consideration.

Experience:

Minimum Minimum 3-6 years of experience in client services provision, is required at the national or international level, including some experience in the area of HR transactions, recruitments, benefits and entitlements administration

Required Skills

Advance user of MS Office packages (MS Word, Excel etc.).
Experience in handling of web-based management systems.
Proficiency in using collaboration tools, as well as familiarity with digital platforms and new technologies.

Desired skills

Demonstrated knowledge of integrated HR management systems.
Experience working in web-based management/CRM systems.
Experience in an international or non-profit context would be an asset.
Experience working with volunteers would be an asset.

Languages:

Fluency in English, French and Arabic is required.

Professional Certificates:

HR certification desirable although not required.

Disclaimer:

Only short-listed applicants will be contacted.
The successful candidate will hold a UNDP NPSA contract.
This vacancy announcement is open to all applicants
Open to nationals of Tunisia ONLY

Equal opportunity

As an equal opportunity employer, UNDP values diversity as an expression of the multiplicity of nations and cultures where we operate and, as such, we encourage qualified applicants from all backgrounds to apply for roles in the organization. Our employment decisions are based on merit and suitability for the role, without discrimination.

UNDP is also committed to creating an inclusive workplace where all personnel are empowered to contribute to our mission, are valued, can thrive, and benefit from career opportunities that are open to all.

Sexual harassment, exploitation, and abuse of authority

UNDP does not tolerate harassment, sexual harassment, exploitation, discrimination and abuse of authority. All selected candidates, therefore, undergo relevant checks and are expected to adhere to the respective standards and principles.

Right to select multiple candidates

UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

Scam alert

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Operations Associate, Volunteer Lifecycle Management (Open to internal & external applicants)