Senior Business Process Improvement Officer (P)

Job Identification (Reference Number): 16208
Position Title: Senior Business Process Improvement Officer (P)
Duty Station City: Manila
Duty Station Country: Philippines
Grade: P-4
Contract Type: Fixed-term (1 year with possibility of extension)
Recruiting Type: Professional
Vacancy Type: Vacancy Notice
Initial duration: 1 year with possibility of extension
Closing date: 10 September 2025

Introduction

Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

IOM is committed to ensuring a workplace where all employees can thrive professionally, while working towards harnessing the full potential of migration. Read more about IOM's workplace culture at IOM workplace culture | International Organization for Migration

Applications are welcome from first- and second-tier candidates, particularly qualified female candidates as well as applications from the non-represented member countries of IOM. For all IOM vacancies, applications from qualified and eligible first-tier candidates are considered before those of qualified and eligible second-tier candidates in the selection process.

For the purpose of this vacancy, the following are considered first-tier candidates:

1. Internal candidates
2. External female candidates
3. Candidates from the following non-represented member states:
   Antigua and Barbuda, Bahamas, Barbados, Comoros, Congo (the), Cook Islands, Dominica, Federated States of Micronesia, Grenada, Guinea-Bissau, Holy See, Iceland, Israel, Kiribati, Madagascar, Marshall Islands, Namibia, Nauru, Palau, Saint Kitts and Nevis, Saint Lucia, Samoa, Sao Tome and Principe, Seychelles, Solomon Islands, Suriname, Tonga, Tuvalu, Vanuatu

Second tier candidates include:
All external candidates, except candidates from non-represented member states of IOM and female candidates.

Organizational Context and Scope

The Global Shared Services Centre (GSSC) plays a vital role in delivering efficient, high-quality, and client-oriented administrative and operational support services to field missions and Headquarters. In line with IOM’s broader reform efforts and drive for operational excellence, the GSSC is enhancing its internal capacity to lead and embed continuous business process improvement across its service areas.

To support this vision, the GSSC is recruiting a Senior Business Process Improvement Officer to lead the development and implementation of process optimization initiatives aimed at increasing efficiency, standardization, innovation, and service excellence.

Under the overall supervision of the Director of the GSSC and in close coordination with GSSC functional units and relevant HQ departments, the Senior Business Process Improvement Officer will: 

Strategy and Analysis

1. Lead and coordinate business process improvement initiatives across all GSSC service lines (e.g., HR, Finance, Procurement, ICT).
2. Develop a structured approach and tools for continuous process review, redesign, and performance optimization using methodologies such as Lean, Six Sigma, Agile, or similar.
3. Conduct diagnostic reviews and root causes analysis to assess the effectiveness, efficiency, and consistency of current processes and service delivery models.
4. Collaborate with policy owners, and functional and data analysts to define ERP functional needs, architecture, and integration aligned with business transformation goals.
5. Support requirements gathering, solution review, and success criteria definition for prioritized improvements.
6. Research and apply leading practices in business process improvement. 

Change Management and Communication

1. Work closely with the Communications, Change Management teams and functional units to ensure change readiness and stakeholder engagement throughout the improvement lifecycle.
2. Develop and implement capacity-building strategies, including training sessions, workshops and awareness raising activities, to strengthen process ownership across GSSC teams.
3. Act as a change agent, fostering a culture of client orientation, innovation, accountability, and continuous improvement.
4. Deliver presentations and prepare background papers and knowledge materials to support change communication and learning.

Implementation and Collaboration

1. Facilitate cross-functional workshops and working groups to define current (“as-is”) and future (“to-be”) processes, service levels, and standard operating procedures (SOPs).
2. Partner with relevant HQ units, IT teams, and field missions to ensure alignment with institutional policies, systems, and standards.
3. Identify and support the adoption of digital tools, automation, and workflow enhancements to streamline service delivery.

Monitoring and Reporting

1. Define performance indicators and measurement frameworks to evaluate the success of process improvements.
2. Track and advise on progress to senior management, governance bodies, and other stakeholders, identifying risks and recommending corrective actions where needed.
3. Maintain a knowledge base of best practices, lessons learned, and success stories.
4. Manage the day-to-day implementation of strategic projects relating to business process improvements.
5. Oversee staff and consultants supporting continuous improvement initiatives and analytics, ensuring quality outputs and effective delivery.
6. Provide guidance, coaching, and feedback to support team performance.
7. Perform such other duties as may be assigned.

Required Qualifications and Experience

Education

• Master’s degree in Business Administration, Public Administration, Industrial Engineering, Organizational Development, or a related field from an accredited institution with seven years of relevant professional experience; or,
• University degree in the above fields with nine years of relevant professional experience.
• Certification in Lean Six Sigma (Green/Black Belt), project management (PMP/Prince2), or equivalent is highly desirable.

Experience

• Relevant experience, including leadership of cross-functional initiatives and proven track record of business transformation;
• Experience working in a shared services model or international organization is an asset;
• Experience managing process improvement initiatives is required, preferably in shared service or business support environment (Finance, HR, Payroll, or Travel operations);
• Experience with Robotic Process Automation (RPA) tools (such as UiPath, Blue Prism, or Automation Anywhere) to automate repetitive tasks across Finance, HR, Payroll, and Travel processing functions is highly desirable; and,
• Experience implementing intelligent chatbots or virtual assistants to enhance service desk capabilities and user self-service options is highly desirable.

Skills

• Familiarity with ERP systems (e.g., Oracle, SAP) and digital workflow tools is required;
• Familiarity with service management tools (like FreshService) and their implementation is highly desirable; and,
• Knowledge of UN or standard operational rules and procedures is desirable.

Languages

IOM’s official languages are English, French, and Spanish. 

For this position, fluency in English is required (oral and written). Working knowledge of another official UN language (Arabic, Chinese, Russian, French and Spanish) is an advantage.

Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.

Required Competencies

IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.

Values - all IOM staff members must abide by and demonstrate these five values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – behavioural indicators Level 3

• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
• Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Managerial Competencies – behavioural indicators Level 3

• Leadership: Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organization’s vision. Assists others to realize and develop their leadership and professional potential.
• Empowering others: Creates an enabling environment where staff can contribute their best and develop their potential.
• Building Trust: Promotes shared values and creates an atmosphere of trust and honesty.
• Strategic thinking and vision: Works strategically to realize the Organization’s goals and communicates a clear strategic direction.
• Humility: Leads with humility and shows openness to acknowledging own shortcomings. 

Notes

Internationally recruited professional staff are required to be mobile.

Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

This selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible to be appointed in a similar position for a period of 24 months.

The list of NMS countries above includes all IOM Member States which are non-represented in the Professional Category of staff members. For this staff category, candidates who are nationals of the duty station’s country cannot be considered eligible.

Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, security clearances.

Vacancies close at 23:59 local time Geneva, Switzerland on the respective closing date. No late applications will be accepted.

IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.

IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.

IOM only accepts duly completed applications submitted through the IOM e-Recruitment system (for internal candidates link here). The online tool also allows candidates to track the status of their application.

Only shortlisted candidates will be contacted. 

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies.