Regional Member Services Director, Latin America and Caribbean Offices

JOB TITLE  Member Service Director, Latin America and Caribbean Regional Office

TEAM/PROGRAMME: Regional Senior Management Team

LOCATION:  Panama

GRADE: TBC

POST TYPE: National or International

Child Safeguarding Level 3 - the responsibilities of the post may require the post holder to have regular contact with or access to children or young people

ROLE PURPOSE:

As a key member of the Regional Leadership Team, you will take shared responsibility for the transformation of the region to a new operating model whilst also delivering Save the Children’s strategy within the region. You will be accountable to the Regional Director for providing leadership to ensure excellence in serving Members and their Donors, in addition to developing and leading a professional Member Service function at regional level that enables excellent Member Service throughout the region.

SCOPE OF ROLE:

Reports to: Regional Director, with a dotted line to the International Programs Head of Member Service

Dimensions: Save the Children works in 7 countries in the Latin America Region with a current staff complement of approximately 1200 staff and current expenditure of approximately $120 million each year.

Staff directly reporting to this post: TBC

KEY AREAS OF ACCOUNTABILITY:

As a member of the Senior Regional Team, contribute to:

- Supporting and leading country offices to ensure consistently excellent Member Service

- Developing and maintaining good relations with Members during the transition period and beyond

- Supporting the development of an organisational culture that reflects our values, promotes accountability and high performance and frees up our people to deliver outstanding results for children and excellent customer service for our Members and donors

Member Service Leadership

- Working with the Senior Regional Management Team to ensure that Country Directors are held accountable for Member Service

- Being the first point of contact for Members on Region specific issues

- Supporting Country offices to implement robust Member Service standards, processes and procedures to enable consistent, excellent standards of Member Service by the IPU

- Working with Members to build the capacity of Member Service in the region to ensure the organisations goals and business objectives are met, including developing and delivering training programmes (as needed).

- Implementing the necessary processes to measure performance against key indicators and Members satisfaction, monitoring levels and taking corrective action to ensure ongoing, measurable improvement of Member Service

- Supporting a culture of continuous learning and knowledge sharing within the unit

- Supporting line management to resolve any Region or Country specific issues when required

SKILLS AND BEHAVIOURS (our Values in Practice)

Accountability:

-Holds self accountable for making decisions, managing resources efficiently, achieving and role modelling Save the Children values

- Holds the team and partners accountable to deliver on their responsibilities - giving them the freedom to deliver in the best way they see fit, providing the necessary development to improve performance and applying appropriate consequences when results are not achieved

Ambition:

- Sets ambitious and challenging goals for themselves and their team, takes responsibility for their own personal development and encourages their team to do the same

- Widely shares their personal vision for Save the Children, engages and motivates others

- Future orientated, thinks strategically and on a global scale

Collaboration:

- Builds and maintains effective relationships, with their team, colleagues, Members and external partners and supporters

- Values diversity, sees it as a source of competitive strength

- Approachable, good listener, easy to talk to

Creativity:

- Develops and encourages new and innovative solutions

- Willing to take disciplined risks

Integrity:

- Honest, encourages openness and transparency

QUALIFICATIONS AND EXPERIENCE

- Substantial international management, customer service and relationship management experience in a complex organisation

- Demonstrable track record of leading change, preferably including developing countries, which has led to significant results for the organisation and their stakeholders

- Highly developed interpersonal and communication skills including influencing, negotiation and coaching

- Highly developed cultural awareness and ability to work well in an international environment with people from diverse backgrounds and cultures

- Strong results orientation, with the ability to challenge existing mindsets

- Ability to present complex information in a succinct and compelling manner

- Experience of exposure to developing countries

- Experience of building personal networks at senior levels, resulting in securing significant new opportunities for the organisation

- Experience of solving complex issues through analysis, definition of a clear way forward and ensuring buy in

- Commitment to Save the Children values

Disponible


Fecha límite
2012-02-17

Organización

Save the Children

Más información
Beat.Rohr@savethechildren.org