Administration & SLA Management Consultant

Job Overview

Join the Administration & SLA Management team to strengthen the governance framework by reviewing, consolidating, and improving administrative manuals, procedures, and institutional guidelines. Coordinate with Legal, HR, Finance, and operational units to ensure accuracy and alignment. Support execution and monitoring of day-to-day administration services per SLAs for efficient processes and on-time delivery. Work within the Controllership Division to oversee accounting, financial reporting, planning, budget, valuations, and administration.

Responsibilities

• Support the design, monitoring, and reporting of SLA performance metrics, aligning with service owners and business needs.
• Analyze data and benchmarking to refine SLA-related policies, SOPs, workflows, and governance tools.
• Review, update, and consolidate the administrative manual for consistency with institutional standards.
• Coordinate consultations, validate inputs, and integrate feedback from Legal, HR, Finance, and operational units for manuals and documents.
• Identify gaps or risks in manuals, policies, or processes and recommend adjustments with the Group Head.
• Monitor effectiveness of administrative regulations through trend analysis, interviews with management, and experts.
• Maintain governance for manuals, policies, and guidelines, including version control and updates.
• Develop or refine policies, SOPs, workflows, and protocols for corporate support services.
• Develop mechanisms to capture Voice of the Customer (VOC) and incorporate stakeholder feedback into updates.

Qualifications

• Master’s degree in business administration, law, finance, systems information, project management, or a related field.
• Minimum of 5 years of relevant professional experience in project management, corporate support services, or related roles within financial, multilateral, or international institutions.