Operations Associate, Volunteer Lifecycle Management (Open to Tier 1 & 2 Only)

Overview

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.

Key Responsibilities

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

Required Experience

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.

Qualifications

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.

Other Details