Manager, Business Support & Operations – GL E – Defined duration until December 2025
Within GMD, Operational Efficiency drives the integration of the Global Fund’s organizational strategy into the GMD-owned core grant life cycle (GLC) processes to translate ~$4 billion per year of donor funding into successful programs. These processes are used by over 100+ countries and 20,000+ in-country stakeholders in all geographical regions supported by the Global Fund (GF). The GLC processes are at the heart of the Global Fund’s operating model in country and define how the Global Fund makes its grants, reviews performance, disburses funds and closes grants – as such, are critical to achieving the Fund’s mission. Within OE, the Manager, Business Support & Operations (BS&O) is accountable for successful, high-quality and timely, ongoing GLC business process support and execution of defined GLC process responsibilities plus associated data quality verification, monitoring and reporting. They are responsible for the regular diagnosis of the BS&O performance, the identification of unmet needs and the definition and implementation of strategic improvements to the BS&O engagement across the GLC processes, systems and data flows. The Manager BS&O applies expertise and knowledge across multiple functional areas (grant management, business process improvement, operational process and systems design, issue resolution from a business perspective, data quality) to ensure successful GLC support provision and process execution, as an enabler for Global Fund to successfully manage its grants. Job holder negotiates with colleagues across multiple disciplines and divisions as well as with in-country stakeholders to facilitate agreement on and implement BS&O changes to meet organizational needs while differentiating and balancing impact on the Secretariat and external stakeholders. Job holder is responsible for resolution of disputes or exceptional cases in the BS&O domain, determining how to deal with challenging questions when they arise. Job holder is also responsible for the development of the BS&O communication and change management to motivate CTs and in-country stakeholders to adopt changes introduced through launches and as part of enhancements. Job holder manages a team of ~10 staff and contractors including (i) the Business Process Support team and (ii) the Grant Operations team which executes assigned grant lifecycle process responsibilities.
Key Responsibilities
The Manager, Business Support & Operations is accountable for
Working across GMD counterparts and defined functional owners, using a strong project management approach, ensure quality and timely business support provision, and execution of defined GLC process responsibilities
- Establish extensive collaboration and maintain strong interpersonal diplomacy to influence key stakeholders within Grant Management Division and functional owners (e.g., IT, Legal, finance and programmatic teams towards quality and timely GLC business support provision and execution of defined GLC process responsibilities.
- Provide BS&O direction and oversight for the assigned GLC processes to ensure an end-to-end and integrated support and execution approach towards the Secretariat & in-country actors.
- Lead cross-functional meetings to ensure organizational engagement and alignment towards quality and timely GLC business support provision and execution of defined GLC process responsibilities that benefit end-users.
- Engage with key GMD counterparts to assess impact of GLC business support provision and execution of defined GLC process responsibilities and to collect input to drive further improvements.
- Lead the co-ordination of timely contributions from various cross-divisional business teams and IT teams to develop and present reports/ briefings/ solutions to internal stakeholders, senior management and governance bodies around quality and timely business support provision and execution of defined GLC process responsibilities, and to ensure the long-term sustainability of the Grant Ops team.
Applying knowledge and mastery of domains of grant management and policies , operational process & system design and issue resolution from a business perspective
- Ensure quality and timely contributions to the ongoing diagnosis of the assigned business processes to define best practices and improvements from a business support and process execution perspective.
- Design, develop and deliver BS&O process, data flows, monitoring & reporting improvements as agreed.
- Assess the end-to-end impact of proposed launch deliverables to the BS&O processes, procedures, system solution and data flows.
- Ensure quality BS&O contributions to business design, requirements, and UAT for system releases.
- Mainstream Launch and other GLC process changes into business-as-usual business support and execution of defined GLC process responsibilities.
- Coordinate with the GPS change management practice to ensure effective change management from a BS&O perspective for planned changes.
Drive improvement in corporate performance and data quality for the core grant lifecycle business processes that BS&O engages in
- Develop and maintain a well-functioning end-user support model for the core grant lifecycle business processes, ensure high-quality and timely support and regular tracking, analytics, and structural resolution of user queries, jointly with IT.
- Ensure effective business support provision and execution of defined GLC process responsibilities, overseeing timely and quality delivery, including planning & case monitoring of defined grant lifecycle processes handled through the OE Grant Operations team, processing of system transactions, and coordination with Country Teams and (sub) process-owners across the Secretariat.
- Develop and maintain the data quality framework for the Grant Operations team for the assigned GLC processes, including the definition and monitoring of data quality metrics to drive structural GLC data quality improvement.
- Define and execute a risk-based monitoring and exception reporting approach for the core grant life cycle processes and grant data quality review; including setting, monitoring & reporting on targets to ensure quality and timely completion of the grant operations.
- Meet regularly with peers in Grant Management to discuss results and how to improve performance.
- Define and/or update metrics and provide regular reporting on business process support & execution performance.
Lead and performance manage assigned staff
- Manage a high-performing team of approximately 10 direct and indirect reports, to achieve critical time-bound deliverables.
- Supervise and guide the work and outputs of team members with direct reporting lines to this position and coaches and manages their performance and support their career development.
- Undertake overall team-work planning and apply rigorous project management approaches, including by team members, to deliver assigned workstreams.
- Ensure that the team members have relevant measurable objectives agreed and the appropriate understanding of the requirements of their role, capacity and skills needed to meet them. This includes performance management through regular feedback, coaching and ongoing development discussions.
- At the request of the Head, Operational Efficiency or Head, Grant Portfolio Solutions and Support Department, undertake additional tasks to allow GPS to flexibly respond to evolving priorities or urgent needs of the Global Fund.
Subject to change by the Executive Director at any time at their sole discretion.
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Job Posting End Date
21 June 2023
