UNITED NATIONS DEVELOPMENT PROGRAMME

Job Description

I. General Information

Title:                                         Change Management Specialist

Proposed level:                   FTA Level 4

Duration:                                1 year (with potential renewal)

Time Commitment:           Full time

Supervisor:                             UNDP Deputy Resident Representative

II. Organizational Context

The overarching goal of Socio-economic development in Lesotho is to effectively and efficiently provide Public Services which are responsive to the needs of Basotho and to improve service delivery. In order to achieve the above, the strategy of the Ministry of the Public Service has been to drive the implementation of a Performance Management System that promotes results oriented performance. In 2007 a project on Service Delivery Process Reengineering ran for three months from September to November through the assistance of UNDP Southern Africa Capacity Initiative (SACI). Three Process Reengineering teams, consisting of Public Officers from different ministries, were established to improve services on terminal benefits, processing of passports and Queen Elizabeth II hospital health services.

Using industry standard tools and approaches, the as-is processes have been mapped and analysed after which improved to-be processes have been designed in a collective manner. The potential performance increase of these new processes is significant and, when implemented, this will boost service delivery in these areas. In February 2008 the government of Lesotho embarked on the arrangements for the introduction and implementation of Performance Based Pay, intended to improve performance and consequently enhance service delivery. To facilitate this, a UNDP Advisor and the government's Process Reengineering teams were engaged in identifying all services produced by the entire public service (18 Ministries and 5 Government Agencies) and the defining of service delivery standards for each service, on the basis of which the mapping and re-engineering of appropriate services is to continue.

Encouraged by the results achieved to date, as well as lack of internal ability to lead the required process, the Ministry of the Public Service has requested for a long term support to assist in the effective improvement of service delivery. The Change Management Service Delivery Advisor will be the anchor point of this support provision through the UNDP Governance programme.

Under the guidance and supervision of the UNDP Deputy Resident Representative, the Change Management Service Delivery Advisor is responsible for capacity development of an internal team to be created in the Ministry of the Public Service that will provide consulting services to other ministries focusing on business process re-engineering and change management to increase effectiveness and efficiency at the operational level. In delivering the results, the Change Management Service Delivery Advisor will have to coordinate the efforts of a multi-disciplinary team of UN colleagues and project counterparts.

III. Functions / Key Results Expected

Summary of Key Functions:

q  Providing change management services to various client ministries

q  Develop internal change management capacity in the Ministry of the Public Service

q  Develop and facilitate the implementation of a multi-faceted communications strategy

q  Support the design of a leadership development strategy

q  Facilitation of knowledge building and knowledge sharing

1. Take the lead role in providing change management and in particular business process re-engineering services to various client ministries, focusing on the achievement of the following results: 

q   Lead and coordinate the team of internal Ministry advisors (Service Delivery Transformation and Problem Solving unit within MPS) to support client Ministries in mapping and re-engineering of selected business processes, and the development of appropriate implementation frameworks;

q   Lead the identification and design of required change management activities to support the effective implementation of the business process re-engineering efforts to be integrated in the overall implementation frameworks;

q   Lead the implementation of these frameworks through coordination of teams at the Government level (Ministry of the Public Service and the client Ministry), development of localised solutions based on existing frameworks, design of training packages, provision of capacity development support etc; and

q   Coordinate regular monitoring of the implementation status and feed lessons learned into the overall change management approach.

2. Take lead role in developing internal change management capacity (primarily) in the Service Delivery Transformation and Problem Solving unit within MPS focusing on achievement of the following results: 

q   Support the Ministry of the Public Service in identifying resource requirements for the Service Delivery Transformation and Problem Solving unit;

q   Develop initial change management capacity of these Government advisors;

q   Take the lead in designing a localised change management framework that will guide client Ministries through a comprehensive process from visioning to implementation including development of guidance around Human Resources;

q   Take the lead in codifying the pilot experiences within the Lesotho public service as part of this comprehensive framework;

q   Design and facilitate capacity development activities of both the internal Government Advisors as well as counterparts in client Ministries based on the before-mentioned change management framework;

q   Develop change management service offerings and standard operating procedures for client management (e.g. receiving requests from client Ministries, identifying service requirements, sourcing response teams, contracting with the client etc); and

q   Coordinate a multi-disciplinary task force, using the change management framework, to support client Ministries in reviewing and enhancing operational processes and support the implementation thereof.

3. Develop and facilitate the implementation of a multi-faceted communications strategy in collaboration with the Service Delivery Transformation and Problem Solving unit of the Ministry of the Public Service, focusing on achieving the following areas:

q   Service offerings: develop and facilitate the implementation of a communications strategy to promote change management services to the different potential client Ministries;

q   Result orientation: develop and facilitate the implementation of internal communications on results of the change management team (e.g. regular briefings to senior level management in the Ministry of the Public Service as well as to Cabinet);

q   Internal support to change management: develop the required communication strategy that will accompany any change management initiative in a client Ministry (e.g. stakeholder awareness building, town hall sessions on human resource implications etc)

q   External support to change management: develop and facilitate the implementation of the external communication strategy focused on building awareness of service delivery expectations to the public (e.g. support Ministries in communicating service delivery standards to the public, review possibilities of establishing a two-way communication on service delivery experiences through for example the traditional pitsos etc).

4. Provide high quality support to the design of a leadership development strategy, focusing on achievement of the following results:

q   Identify linkages of the change management framework with the leadership development strategy to ensure that a symbiotic relation exists between the two and that both are geared towards facilitating the overall programme to enhance service delivery;

q   Serve as a sounding board for the leadership development strategy, reviewing key deliverables and contributing to the development of distinct elements of the strategy; and

q   Integrate the leadership development strategy into the overall change management framework to support its implementation;

5. Ensure facilitation of knowledge building and knowledge sharing within the Ministry of the Public Service as well as UNDP focusing on achievement of the following results:

q   Development of a comprehensive change management framework for the Lesotho Public Service including standard operating procedures for the internal advisory team;

q   Ensuring effective linkages with other (development) partners active in service delivery through for example preparing succinct briefings and concept notes to the Development Partners’ Consultative Forum, promoting and supporting the establishment of joint technical working groups of development partners in the area of service delivery, representing UNDP at the technical level in these working groups;

q   Synthesis of lessons learnt and best practices in change management in the Public Service in Lesotho;

q   Sound contributions to the service delivery community of practice in UNDP and effective usage of this community for support to the efforts in Lesotho; and

q   Contributions to the development of UNDP corporate content around change management.

IV. Impact of Results

The key results have a direct impact on the capacity of the Government of Lesotho to delivery effective and efficient services to the public. It will complement ongoing efforts of the Government and Development Partners in enhancing service delivery (such as the former Public Sector Improvement and Reform Programme, the decentralisation efforts etc).

Over the duration of the project, the Change Management Service Delivery Advisor will help develop the essential internal change management capacity in the Ministry of the Public Service, which in turn will be able to sustain this critical support to their client Ministries as it is not expected that all services will be optimised by the end of the project. Capacity Development is therefore an essential element of this support and the Change Management Service Delivery Advisor is expected to help establish a sustainable structure both in terms of qualified human resources as well as in terms of the comprehensive change management support package and client management standard operating procedures.

V. Competencies

I. Corporate Competencies:      

• Demonstrates integrity by modelling the UN's values and ethical standards
• Promotes the vision, mission, and strategic goals of UNDP

• Displays cultural, gender, religion, race, nationality and age sensitivity and adaptability

• Treats all people fairly without favouritism  

II. Functional Competencies:

Knowledge Management and Learning

• Promotes knowledge management and a learning environment through leadership and personal example.

• Practical knowledge of inter-disciplinary development issues and organizational development issues.

• Practical knowledge of effective learning techniques especially in adult education.

• Actively works towards continuing personal learning and development in one or more Practice Areas, acts on learning plan and applies newly acquired skills.

Development and Operational Effectiveness

• Strong substantive knowledge of change management and business process re-engineering

• Ability to lead planning, results-based management and reporting.

• Ability to lead formulation and monitoring of capacity development initiatives.

• Ability to lead business process re-engineering, implementation of new systems (business side), and affect staff behavioural/attitudinal change. 

Management and Leadership

• Builds strong relationships with clients, focuses on impact and result for the client and responds positively to feedback

• Proven ability to support and encourage managers and staff, even those that are not direct reports

• Consistently approaches work with energy and a positive, constructive attitude.

• Demonstrates openness to change and ability to manage complexities.

• Ability to lead effectively, mentoring as well as conflict resolution skills.

• Demonstrates strong oral and written communication skills.

• Remains calm, in control and good humoured even under pressure.

• Proven networking, team-building, organizational and communication skills.

VI. Recruitment Qualifications

Education:

Master’s Degree or equivalent in Economics, Social Sciences, International Relations, Political Sciences or related field.

Experience:

·         Minimum of 7 years of relevant experience at the national and/or international level in fields related to change management (wither private- or public- sector), business process re-engineering and / or provision of consulting services;

·         Hands-on experience in design, implementation and monitoring and evaluation of projects;

·         Knowledge about the UNDP would be an added advantage;

·         Experience of working in an international organisation or corporation;

·         Experience with partnership building and collaboration with development partners – governments, bilateral and multilateral donors, private sector, civil society

Language Requirements:

Spoken and written fluency in English.