Senior Project Staff, Support Services Manager for the National ID Program at the Digital ID for Inclusion

Source: World Bank — Ethiopia Digital ID for Inclusion and Services Project

Request for Expression of Interest

(Consulting Services – Individual Selection)

Senior Project Staff, Support Services Manager for the National ID Program

Country: Ethiopia

Project: Ethiopia Digital ID for Inclusion and Services Project

Project ID: P179040

Assignment Title:  Senior Project Staff, Support Services Manager

Reference No.: ET-NIDP-456623-CS-INDV

The Federal Democratic Republic of Ethiopia, Ministry of Finance (MoF), has received financing from the World Bank toward the cost of the Ethiopia Digital ID for Inclusion and Services Project.  National ID Program, the ultimate project implementer intends to apply part of the proceeds for selecting of individual consultants.

National ID Program as part of the project implementation program is looking for an Individual Consultant that supports the National ID Program.  Experienced individual consultants who have experience, passionate and innovative ideas for the position of Service Manager are invited to express their interest for the assignment.

The Support Services Manager is required to effectively liaise between technology, communications, M&E, enrollment, and other teams to ensure smooth operations of the Fayda digital ID system. This role involves addressing technical issues, managing call center operations, and fostering collaboration across departments to enhance service delivery and user experience.

Specific responsibilities for the Support Services Manager will include, but are not limited to, the following core activities:

• Oversee L1, L2, and L3 support processes, ensuring efficient handling of inquiries and technical issues while maintaining high service quality.
• Oversee the call center officers handling L1 escalations, including unprocessed packets and unresolved grievances, ensuring efficient resolution at L2.
• Manage the process, track escalations from L2 to L3, and ensure proper investigation and identification of issues, maintaining service quality and adherence to escalation protocols.
• Facilitate communication and collaboration among technology, communications, and enrollment teams to ensure cohesive operations.
• Lead and mentor a team of support staff, providing guidance, training, and performance evaluations to enhance team effectiveness.
• Collaborate with the tech team to troubleshoot and resolve technical challenges faced by users and stakeholders, ensuring timely responses.
• Work with the communications and knowledge management team to ensure clear messaging and timely updates regarding system functionalities, new feature releases, and process changes and services.
• Gather and analyze feedback from call center interactions to identify areas for improvement in service delivery and user experience. This will be done in collaboration with the communications team and other relevant teams.
• Propose and implement strategies to improve user experience, grievance handling, and engagement, leveraging best practices from successful models of ID implementations globally.
• Develop training materials and conduct training sessions for support staff to enhance their skills in issue management and customer service. This will be done in collaboration with the communications, M&E team and other relevant teams.
• Establish and monitor KPIs for support teams to ensure accountability and continuous improvement.
• Devise standard reports showcasing activities of the call center and other processes. This will be done in collaboration with the M&E team and project timeline.
• Support the management of enrollment personnel, ensuring effective coordination, task delegation, and performance tracking to meet enrollment targets and service quality standards.
• Liaise with HR on the recruitment process of officers and support staff, ensuring alignment with role requirements and organizational needs.
• Collaborate with HR/M&E/ Training team to manage onboarding and induction programs, providing structured training and clear role expectations to support staff for ongoing development and performance excellence.
• Lead regular performance reviews and mentorship initiatives, providing continuous feedback to enrollment personnel to drive operational excellence and professional growth.

National ID Program, Digital ID for Inclusion and Services Project now invites eligible Individual Consultants to indicate their interest to provide the Services. Interested Consultants should provide information demonstrating that they have the required qualifications and relevant experience to perform the services for a period of one year with possibility of extension for additional period subject to outstanding performance of the consultant and availability of budget. The shortlisting criteria include the following;

• Master's degree or higher in Management Information Systems, Project Management, Business Administration, or a related field.
• A minimum of 6 years of professional experience in support management, customer service, or technical support roles.
• Proven experience in managing call center operations and technical issue resolution is a plus.
• Strong understanding of stakeholder engagement and community mobilization.
• Ability to work under pressure, respond quickly to changing situations, and take initiative.
• Excellent communication skills and a collaborative mindset.
• Ability to work and multi-task under pressure, respond quickly to changing situations, prepare clear responses/narratives, and use personal initiative.
• Broader project communications experience and skills are desirable.

The selection method is based on para 7.36 and 7.37 of the World Bank’s Procurement Regulation.

The attention of interested individual is drawn to Section III, paragraphs, 3.14, 3.16, and 3.17 of the World Bank’s “Procurement Regulations for IPF Borrowers” July 2016 (“Procurement Regulations”) revised November 2017, August 2018, September 2023, setting forth the World Bank’s policy on conflict of interest.

An individual will be selected in accordance with the Selection of Individual Consultant (Section V) method set out in the Procurement Regulations.

Expressions of interest (CV, cover letter and documentary evidence for fulfilling the qualifications) must be delivered in a written form to the address below by E-mail on or before December 3rd, 2024. Further information can be obtained, by email at the below address during office hours from 8:30 AM to 5:30 PM Addis Ababa time: 

Federal Democratic Republic of Ethiopia,

National ID Program (NIDP)

Digital ID for Inclusion and Services Project

Attn: Project Management Unit (PMU),

Address: Welosefer Bole, Ethio-China St, INSA Building, 15th Floor, Addis Ababa, Ethiopia

Tele- +251-911-446582 or +251-912-200295

E-mail: zelalem@id.gov.et or nejmedin@id.et

Website: https://id.gov.et/

Addis Ababa, Ethiopia