The United Nations Joint Staff Pension Fund (UNJSPF) was established in 1948 by the United Nations General Assembly to provide retirement, death, disability, and related benefits for staff of the United Nations and other member organizations of the Fund. The Pension Fund pays benefits in 18 currencies to more than 80,000 beneficiaries who reside in 190 countries, and services more than 140,000 participants who work in the 25 member organizations of the Pension Fund. The Fund has offices in New York (United States) and Geneva (Switzerland) and two liaison offices in Nairobi (Kenya) and Bangkok (Thailand), respectively. The UNJSPF-Pension Administration (UNJSPF-PA) has about 250 staff members from diverse countries and cultures and operates from four duty stations (New York, Geneva, Bangkok, and Nairobi). The head office is located in Manhattan, New York,), within walking distance of the Grand Central Station hub. For additional information visit www.unjspf.org. The Chief of Client Services Service is based in New York, leads client services, is a member of the executive team and reports directly to the Chief Executive of Pension Administration (CEPA). The incumbent will have a key role in implementing the Pension Administration’s strategy to simplify clients' service experience and foster an organization-wide client-centric culture. The incumbent will manage and develop client relationships, create a persistent focus on the client in all actions of the organization, and drive the organization to work together for optimum and consistent client experience and service delivery. The Chief will develop and implement a client service delivery model and oversee outreach and contact centre activities. The Chief will ensure the delivery of high-quality client services and the achievement of performance targets. The Chief will also be engaged in business transformation, process optimization, cultural improvement, and systems implementation.

The role involves and is not limited to the following responsibilities: • Leads and delivers outstanding service to plan participants and retirees. • Drives and delivers a client service orientation across the Pension Administration. • Manages the work carried out by different work units in the service. • Sets and achieves client service performance targets. • Leads the incorporation of new technology and industry best practices into client service delivery. • Oversees and ensures the performance of the contact centre. • Co-ordinates and prepares reports and presentations. • Provides reviews and input into the drafts prepared by others. • Develops and implements a client service delivery model (CSDM) aligned to the C.A.R.E. 2024 and Beyond strategy, including client experience measurements and reporting. • Ensures that the output produced by the service is high-quality, timely and appropriate. • Prepares the service's work programme, determining priorities and allocating resources to ensure timely delivery. • Undertakes or oversees the administrative tasks necessary for the functioning of the service, including preparation of budgets, reporting on budget/programme performance, evaluation of staff performance and the evaluation of candidates for job openings. • Fills vacancies promptly, taking due account of geographical diversity and gender balance. • Manages, guides, develops and trains staff within the service. • Fosters collaboration, teamwork, and communication among staff within the service, with other functions, clients, and stakeholders. • Manages and supervises meetings, seminars, outreach activities, etc. • Actively supports and delivers change and improvement programmes. • Contributes to Senior Management Team meetings and the strategic direction of the Pension Fund.