Quality Improvement Program Manager

About the role

The Universal Postal Union (UPU) seeks a Quality Improvement Program Manager to lead and coordinate its quality improvement initiatives across the 192 member countries. Reporting to the Quality of Service and Compliance Coordinator, the role ensures the programme’s strategy is executed and resources are effectively managed.

Key responsibilities

• Define the overall direction of the quality improvement programme in line with the Coordinator’s guidance.
• Design, develop and document projects such as the Integrated Quality Plan (IQP), Integrated Quality Management Methodology (IQMM), e‑certification and price‑performance index.
• Lead regional capacity‑building activities, coordinate implementation partners and monitor project progress.
• Adjust priorities, issue corrective actions and manage complex files to ensure timely delivery.
• Oversee tools and systems that measure service quality and promote interoperability of the global postal network.
• Prepare annual work plans, allocate resources and establish key performance indicators for programme outputs.
• Provide technical advice to internal and external stakeholders, analyse issues and propose solutions.

Required profile

• Experience in managing international programmes or projects, preferably within the postal or UN sector.
• Ability to supervise multi‑regional initiatives and coordinate with diverse partners.
• Strong analytical mindset with capacity to assess progress, identify improvement opportunities and implement corrective measures.
• Proven capability to handle sensitive and complex files and to deliver high‑quality outputs.
• Excellent communication skills for providing technical support and advice to senior management and external bodies.

Required skills