HR Officer - Offboarding Service Improvements, Process & Compliance Optimization

UNICEF works in over 190 countries and territories to save children’s lives, defend their rights, and help them fulfil their potential, from early childhood through adolescence.

At UNICEF, we are committed, passionate, and proud of what we do. Promoting the rights of every child is not just a job – it is a calling.

UNICEF is a place where careers are built: we offer our staff diverse opportunities for personal and professional development that will help them develop a fulfilling career while delivering on a rewarding mission. We pride ourselves on a culture that helps staff thrive, coupled with an attractive compensation and benefits package.

UNICEF’s Global Shared Services Centre (GSSC) provides services to UNICEF offices around the world in the areas of Finance, Master Data Management, Human Resources Administration, Payroll, and IT Customer Care. Our mission is to be a Centre of Excellence for the global delivery of efficient services within a culture of customer service, continuous business improvement, knowledge-sharing and innovation to support the effective achievement of UNICEF's program results worldwide. New services of Recruitment Administration Services - RAS and Individual Consultant Services - ICS, and Travel have been added in 2026. Payroll & Offboarding were restructured and further streamlining and integration are in progress.

Assignment context and brief context of the project: RAS and ICS have successfully completed initial implementation and are now entering a critical phase where service stabilization, standardization, and optimization are required. International Travel is continuing to refine and scale the business model. Payroll & Offboarding (Offboarding) has identified essential streamlining and customer-experience lessons from the UNICEF Future Focused Initiative (FFI) process. While core service delivery capabilities are now in place, targeted investment is needed to rapidly strengthen service design, improve client experience, enhance operational efficiency, and embed industry-leading practices.
This initiative proposes a time-bound GSSC investment in dedicated implementation capacity to accelerate service maturity and deliver tangible improvements to service quality, productivity, client satisfaction, and business outcomes. Resources will be embedded within service teams and focused on delivering practical improvements, operational solutions, and sustainable capabilities.

Objective of the project: to accelerate the maturation of new services through dedicated delivery-oriented resources that will:
• Stabilize and optimize service operations.
• Improve client experience and service quality.
• Strengthen standardization, automation, and process performance.
• Identify and implement industry best practices and service management disciplines.
• Build sustainable capabilities that can be maintained following project completion.
• Generate measurable business value through enhanced efficiency, effectiveness, and user satisfaction.

Approach: the project will establish a coordinated 'sprint team' steered by Business Performance and Modernization (BPM) while embedding dedicated resources within priority service areas. Each resource will report to the relevant service line and will be accountable for implementing specific service improvements, business processes, tools, standards, and client-facing enhancements.

The Human Resources Officer will support the streamlining and continuous improvement of end-to-end separation processes within UNICEF GSSC. The role will contribute to the development and refinement of standard operating procedures, client guidance materials, communications, service performance monitoring, workflow improvements, and compliance enhancements, with the aim of strengthening service quality, operational efficiency, client experience, and consistency across offboarding operations.

Main Responsibilities and Tasks
Under the direct supervision of the designated Chief Payroll & Offboarding, the Human Resources Officer will support the Offboarding team in strengthening end-to-end separation processes and related service improvements.

Key responsibilities will include:
• Support the review, documentation, and streamlining of end-to-end separation processes, including identification of process gaps, bottlenecks, risks, and opportunities for simplification.
• Contribute to knowledge transfer and sustainability of implemented improvements by maintaining documentation, guidance materials and supporting adoption of improved processes and ways of working.
• Assist in preparing and improving client-facing guidance, communications, frequently asked questions, and instructional materials to enhance clarity, timeliness, and user experience for separating staff and offices.
• Support service performance monitoring by compiling, reviewing, and analyzing operational data, trends, case volumes, turnaround times, recurring issues, and client feedback to inform service improvements.
• Contribute to workflow improvements and system-related enhancements by documenting business requirements, testing process changes, coordinating inputs, and supporting implementation follow-up with relevant stakeholders.
• Support compliance enhancements by helping ensure that procedures, communications, and case-handling practices are aligned with applicable rules, policies, internal controls, and audit readiness requirements.
• Collaborate with GSSC service teams, Business Performance and Modernization, HR colleagues, and other relevant stakeholders to implement practical improvements that strengthen service quality, efficiency, and client satisfaction.
• Prepare progress updates, meeting notes, action trackers, dashboards, and other coordination materials to support disciplined follow-up and measurable delivery of agreed improvements.
• Support the collection and analysis of client feedback and user experience insights to identify recurring pain points and contribute to service improvements across end-to-end offboarding