Coordinator, Quality of Service Management and Compliance

Job Posting Organization:
The Universal Postal Union (UPU) is a specialized agency of the United Nations, established to facilitate international postal cooperation. With 192 member countries, UPU serves as the primary forum for collaboration among postal sector players, ensuring a universal network of up-to-date products and services. The organization aims to enhance the quality of postal services globally, promoting innovation and efficiency in the postal sector.

Job Overview:
The Coordinator for Quality of Service Management and Compliance will be responsible for designing and implementing comprehensive quality management strategies and policies within the UPU. This role involves leading initiatives to enhance the quality of service for letter-post and parcel-post, ensuring a customer-focused approach. The incumbent will manage compliance and quality improvement programs, represent UPU in external organizations, and collaborate with various stakeholders to achieve high standards in postal services. The position requires a proactive approach to identifying challenges in the postal sector and proposing innovative solutions, as well as developing a quality measurement and assurance system aligned with international standards.

Duties and Responsibilities:

• Design and formulate strategies for a comprehensive quality management system to enhance UPU’s quality of service initiatives.
• Lead and coordinate actions to continuously improve the quality of service for letter-post and parcel-post.
• Manage compliance, quality improvement, and quality measurement programs to ensure effective implementation.
• Represent UPU in external organizations regarding service duties and ensure secretariat roles for related UPU bodies.
• Develop and monitor action plans for stakeholders to improve postal service quality.
• Coordinate UPU’s quality of service certification and audits according to international best practices.
• Initiate studies and projects related to quality measurement and compliance.
• Supervise compliance and quality improvement programs, providing guidance and support to staff.
• Build relationships with external partners to align UPU’s quality measurement systems with international standards. 1
• Ensure effective communication and collaboration within the organization and with external stakeholders.

Required Qualifications:

• Excellent knowledge of international postal service operations and quality measurement systems.
• Extensive knowledge of UPU Acts and regulations.
• Strong experience in international project management.
• Good understanding of economic matters related to postal services.
• Familiarity with the workings of international organizations and UPU bodies is desirable.
• Proven ability to lead teams and manage complex projects effectively.

Educational Background:
An advanced university degree (Master's or equivalent) in public administration, management, economics, logistics, supply chain, or a related field is required. A first-level university degree (Bachelor's or equivalent) may be accepted with additional relevant experience.

Experience:
A minimum of 10 years of experience in national and international postal service operations at a managerial level is required for candidates with an advanced degree. Candidates with a first-level university degree must have at least 12 years of combined experience in similar roles.

Languages:
Fluency in English or French is required. The ability to communicate in the other language is considered an asset.

Additional Notes:
The position is a fixed-term appointment for three years, with an annual salary of 101,540 USD (net of tax) and a post adjustment of 73.6%. The UPU is committed to diversity and encourages applications from minority groups and individuals with disabilities. Candidates may be considered for other similar posts for a period not exceeding one year. Background checks may be conducted for candidates under serious consideration for selection. The UPU does not charge any fees during the recruitment process.