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Project Management Specialist (Client Experience)

Please follow the check lists and submission guidelines, posted on the official website: https://th.usembassy.gov/

 

I. GENERAL INFORMATION
 

1. SOLICITATION NO.:  USAID 72048620R10017
 

2. ISSUANCE DATE:  February 4, 2020
 

3. CLOSING DATE/TIME FOR RECEIPT OF OFFERS:  February 24, 2020/ 11:59PM Bangkok, Thailand local time
 

4. POSITION TITLE: Project Management Specialist (Client Experience)
 

5. MARKET VALUE:  THB 1,313,799 – 2,299,144 per annum equivalent to FSN-11
 

In accordance with AIDAR Appendix J and the Local Compensation Plan of USAID/RDMA. Final compensation will be negotiated within the listed market value. 
 

6. PERIOD OF PERFORMANCE:  Five (5) years initial contract.The services provided under this contract are expected to be of a continuing nature that will be executed by USAID through a series of sequential contracts, subject to continued need of the position and availability of funds.
 

7. PLACE OF PERFORMANCE:  USAID/RDMA, Bangkok, Thailand 
 

8. SECURITY LEVEL REQUIRED:  The successful candidate shall be required to obtain a Security Certification for Employment from Regional Security Office. 
 

9. STATEMENT OF DUTIES 

9.1. General Statement of Purpose of the Contract
The Project Management Specialist (Client Experience), located within the Client Experience Team (CET), supports the service provision mandate at USAID/RDMA. USAID/RDMA’s customers include all USAID operating units within Asia, and USAID/RDMA seeks to ensure each operating unit has the requisite short-term staff (based on experience and expertise) to fulfill USAID’s broader development objectives in the region. The incumbent must be a dynamic, people-oriented individual that is able to build trust-based relationships with staff across the mission. S/he should model behaviors demonstrating high emotional intelligence. The incumbent plays a critical customer service role for the Mission and facilitates service provision with a focus on maximizing the client’s experience. S/he will engage regularly with key staff across the region and coordinate RDMA service provision across Central Asia, South Asia, and Southeast Asia. The incumbent must be extremely well organized with expertise in data management and process improvement.

 

9.2   Statement of Duties to be Performed

A. Results and Data/Process Management:                        50%

  • Collects and organizes data from customer feedback; implements recommendations from CET.
  • Tracks data, indicators and decision points; shares as appropriate with key staff to guide decision-making.
  • Develops semi-annual reports for clients and USAID/RDMA to communicate achievements and recommendations. Finalizes reports in consultation with RDMA office leadership.
  • Develops internal quantitative reports highlighting RDMA service provision to client missions and tracks numerous databases to ensure accurate information is collected.
  • Follows up with clients and RDMA service providers to check on quality and implementation milestones by tracking data and timeliness of submissions.
  • Ensures timely and client-oriented responses to client Mission requests by managing and inputting information in the service request database.
  • Captures qualitative and quantitative data such as prepare and disseminate surveys regarding RDMA service provision and reviews data quality to improve reporting.
  • Manages and maintains the RDMA Service Request Platform system, a complex data system compiling information from various source documents, allowing for quantitative data collection of services provided to client missions.
  • Identifies opportunities to reduce costs, presents findings to the CET Lead, and implements agreed-upon cost reduction measures.


B. Client Experience Management:                                       25%

  • Implements Client Experience vision with guidance from CET Lead.
  • Identifies challenges with RDMA service provision, data management, and outreach. Makes suggestions, when appropriate, on process improvement.Identifies.
  • Supports the training of USAID/RDMA staff in customer service principles.
  • Reviews service requests to ensure clarity. Flags those that lack clarity for Client Experience Team Lead to review and discusses unclear requests with client Missions to ensure a smooth decision-making process within RDMA.

    Serves as Assistance/Contracting Officer Representative (A/COR), responsible for management of assistance/acquisition activities, including financial management, progress monitoring, communications, grant revisions and other issues as they arise.

C. Relationship Management and Outreach:                        25%

  • Manages logistics of CET Lead and CET staff to ensure regular communication between CET and key constituents.
  • Facilitates and guides decision-making with RDMA office-level Points of Contact to maximize the number of client service requests being approved.
  • Leads working group, comprising office-level POCs, to ensure that communications are clear, review CET processes, and identify bottlenecks to service provision.
  • Communicates with RDMA service providers during field work to ensure high quality service provision.
  • Assists with CET outreach activities such as virtual meeting arrangements, updating /maintaining information on website.
  • Organizes and facilitates regular meetings with RDMA service providers and informs them of updated information that may impact service provision.
  • Assists in the development of other CET documents, reports, and work products as requested by supervisor.
  • Conducts site visits to client Missions to solicit feedback on RDMA service provision.

    The contractor is eligible for temporary duty (TDY) travel to the U.S., or to other Missions abroad, to participate in the "Foreign Service National" Fellowship Program, in accordance with USAID policy.



9.3.   Supervisory Relationship

This position will be under supervision of the Client Experience Team Lead or his/her designee.
 

9.4.   Supervisory Controls

The supervision of other USAID staff is not contemplated.
 

10. AREA OF CONSIDERATION:  This position is open to Cooperating Country National (CCN). Thai citizen or other country citizen lawfully admitted for permanent Thai residence is eligible to apply. Please note that USAID is not able to sponsor candidates for a Thai residency permit. 
 

11. PHYSICAL DEMANDS:  The work requested does not involve undue physical demands.
 

12. POINT OF CONTACT:  Benjamaporn/RDMA HR Assistant
 

II. MINIMUM QUALIFICATIONS REQUIRED FOR THIS POSITION 
1. Education: A Bachelor’s Degree in the field of Business Administration, Information Management, International Relations, International Development, Social Sciences, Law is required.
2. Experience: At least five (5) years of experience in project management, management consulting, data management, and/or customer service from a corporate perspective. Proven track record of implementing plans to achieve organizational goals.
​​
IIIEVALUATION AND SELECTION FACTORS 
1. Experience (30 points): Experience in project management, management consulting, data management, and/or customer service from a corporate perspective. Proven track record of implementing plans to achieve organizational goals
2. Knowledge (20 points):​​​​​​​

  • ​​​​​​​Solid experience-based knowledge of customer service, project implementation, and/or project management is required.
  • Must possess thorough knowledge of development assistance and its provision.

3.Skills and Abilities (50 points):  

  • Ability to contribute in the planning, development, management and evaluation of projects and able to work independently with minimum supervision is required.
  • Must have strong interpersonal and communication skills. Must be able to deal effectively and efficiently with others.
  • Must be able to follow clear instructions and provide great customer service.
  • Ability to learn and use office software such as Microsoft Office Suit, Google Applications and Agency specific software related to the work area is required.
  • Must be able to analyze business challenge with a data-driven approach and identify challenges for further review.
  • Ability to work in a fast-paced, dynamic, multicultural environment is required.
     

4. Language: Level IV – Fluent in speaking/reading/writing in Thai and English with a valid TOEIC score of 855 is required.
 

SELECTION PROCESS:

To be considered for candidacy, applicants must address each criterion in their application as to how they meet the minimum qualifications required for the position mentioned in Section II, Item 1-2. If the application submitted fails to demonstrate eligibility, the application will be marked unqualified. It is the responsibility of the applicant to provide all pertinent information. Applications will be initially screened and scored for eligibility in accordance with the evaluation factors and points mentioned in Section III, item 1-3. Top-ranked candidates who meet the minimum qualification will be given a recruitment test. Applicants with passing marks from the recruitment test and with a valid TOEIC score mentioned in Section III, item 4 will be invited for an interview. Only shortlisted candidates for final interview will be notified of the selection result. The recruitment test and the interview will be structured around the evaluation factors mentioned above and will be conducted in USAID/RDMA Bangkok, Thailand. Reference checks will be conducted once the applicant pool is narrowed down to the top candidate(s). References may be obtained independently from other sources in addition to the ones provided by an applicant.
 

USAID/RDMA reserves the right to select additional candidates if vacancies become available during future phases of the selection process.
 

IV. TO APPLY

Please follow the check lists and submission guidelines, posted on the official website: https://th.usembassy.gov/embassy-consulate/jobs/usaid-job-vacancies/ carefully and submit complete application package before the deadline.
 

  Failure to follow the instructions will invalidate your application.

 

Contact : RDMArecruitment@usaid.gov


เจ้าหน้าที่ประจำสำนักงาน / Officerทรัพยากรณ์มนุษย์ / Human resources

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