icddr,b is a Bangladesh-based international health research institute that strives to solve key public health problems through high-quality scientific research and innovation. icddrb as a values-based organization encourages women and people with disabilities.

General Services Unit is a diverse service unit under Central Mangement Services and is mandated to provide centrally managed general services at Dhaka, Matlab and other field sites in order to facilitate icddr,b’s research activities, hospital operation and other businesses to make them enable to attain their goals.

Key Responsibilities:

Officer, General Services will report to Head, General Services Unit (GSU) and will be primarily responsible for organizing and monitoring processes and activities of the General Services Unit with the objective of effectively maintaining and continuously improving the functionality and efficiency of general services across icddr,b within the guidelines of General Service Unit’s strategy and organizational values and guidelines. The specific areas of responsibilities include:

• Understand General Services strategy;
• Derive implications for General Services and identify key focus areas/activities;
• Planning, streamlining, and executing administrative workflows and procedures;
• Planning and coordinating daily operations, including meetings and events;
• Liaise with centers/services to seek requirements for General Services mandate (such as outsourced personnel);
• Develop budget proposals, secure necessary approvals, and ensure funds are allocated effectively;
• Set and maintain standards for cleanliness and upkeep of icddr,b properties.
• Deploy outsourced staff to services as per requirements;
• Allocate necessary resources (e.g. equipment, consumables, tools, logistics) for efficient service delivery;
• Monitor implementation of processes (e.g. fire safety, keys management, waste disposal, mortuary services, etc.) and activities (e.g. mailing service, gardening, car parking, etc.);
• Maintain equipment and machines, including inspecting rental equipment from the outsourced service providers.
• Support ad-hoc requests (e.g. setting up tents for hospital, organizing conferences);
• Resolve issues or conflicts;
• Assess the effectiveness of service delivery to internal customers;
• Address and resolve internal customer complaints, investigating issues to maintain high standards;
• Develop and track KPIs and maintain a Risk Register for the GSU;
• Oversee selection and training of outsourced staff based on icddr,b policies and procedures;
• Conduct field-level monitoring of outsourced staff activities, addressing any issues that arise;
• Act as the primary point of contact with service providers, fostering effective partnerships;
• Ensure compliance with KPIs as defined in agreements with providers;
• Conduct regular reviews of service provider performance and address any issues in a timely manner;
• Review vendor performance against Service Level Agreement/KPIs and approve vendor payments in alignment with service quality goals;
• Prepare bills and provide first-level approval for vendor payments and follow-up for closure to provide consistent quality of service by outsourced staff;
• Implement and monitor daily shift-reporting system to ensure effective service coverage;
• Regularly monitor adherence to policies, procedures, and safety standards;
• Provide recommendations for policy improvements and propose initiatives like fire safety training or centralized keys management. Foster a culture of collegiality and inclusiveness within the team and organization;
• Track budget utilization and make necessary reallocations as needed;
• Encourage collaboration across areas, address any diversity-related issues, and support gender diversity;
• Foster a culture of collegiality and inclusiveness within the team and organization.

Required qualifications and experience:

• Master’s degree in relevant discipline; MBA will be preferable;
• 5 years of relevant experience including supervision, security, cleaning & sanitation, preferably in any large international/multi-disciplinary organization.

Location: Mohakhali Campus, Dhaka

Contract Type and duration:

• Fixed Term; duration will be 2 Years with a possibility of extension subject to availability of funds and performance.

Salary & benefits:

• Annual 7,18,800/– inclusive of house rent, conveyance allowances and other admissible benefits.
• 14.8% provident fund contribution, income tax paid by icddr,b, children allowance @Tk.1,917/- per child per month, festival bonus, contributory healthcare support including dependent spouse and children, group life insurance, and subsidized canteen. Transport and day-care facilities are subject to space availability.

Notes of attention:

• Only short-listed candidates shall be invited for written test /interview;
• The Organization reserves the right to make an appointment at a grade lower than that advertised;
• icddr,b does not charge any fee at any stage of the recruitment process.

Interested candidates who fulfil the requirements should submit online applications using icddr,b website: career.icddrb.org by November 11, 2024.