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Lead DFS Service Design Consultancy
|Location :||PAPUA NEW GUINEA|
|Application Deadline :||14-Sep-18 (Midnight New York, USA)|
|Additional Category :||Management|
|Type of Contract :||Individual Contract|
|Post Level :||International Consultant|
|Languages Required :||English|
|Starting Date :|
(date when the selected candidate is expected to start)
|Duration of Initial Contract :||160 days|
|Expected Duration of Assignment :||12 months|
Pacific Financial Inclusion Program (PFIP) and Westpac PNG have entered into an agreement for a project to support Westpac’s efforts to improve customer enrollment and usage of financial services offered through the InStore and mobile banking channels as it expands its retail footprint in PNG. The project initiated in March 2017 aspires to design, test and validate new methods for enrolling customers, offering new customer centric products, to develop and grow the InStore Merchant network, and to provide an overall service experience that inspires low-income customers to adopt and use Westpac services through the InStore and mobile banking channels.
The project funds a management structure capable of implementing all phases of the design process with the guidance of consultants with experience in developing digital financial service channels. These terms of reference define the role of the Lead Service Designer in the project.
These terms of reference describe the scope of work for the Lead Service Designer, who will lead the efforts on customer acquisition, merchant network development, and product & service design innovations for Westpac PNG under PFIP’s existing project - ‘PNG Highlands Financial Services Innovation Hub.'
Project Management Structure
Westpac Pacific has partnered with Westpac PNG to establish the “Innovation Hub” (IH) as an implementation unit at Westpac’s Mt. Hagen branch in the Western Highlands province of PNG for this initiative. The Country Manager - Westpac PNG, based in Port Moresby is responsible for this partnership and the IH project. The IH is managed by a resident Hub Manager, who is responsible for implementing the workplan of the Innovation Hub, supervising the IH team for day to day activities, and provide locally-based thought leadership for the new products and service design work to project stakeholders.
The Lead Service Designer (LSD) is engaged by PFIP to provide strategic guidance and technical support to the project. PFIP will supervise the work of the LSD. The LSD shall answer directly to Country Manager
- Westpac PNG for all significant strategic and operational decisions related to the IH work. S/he will be responsible for finalizing key strategic decisions and associated workplans with Westpac and PFIP, executing the agreed tasks, and supervising the implementation.
Decision making and reporting shall be organized to provide Westpac and the PFIP Team with oversight of key strategic decisions and visibility on the work progress. In all project work streams, the LSD will be responsible for identifying key initiatives, providing an evidence-based explanation of the problem and proposed solution, and a plan and budget for the proposed initiative. With PFIP and Westpac’s consent approval, the LSD will then be responsible for oversight of Innovation Hub implementation of the initiative.
The LSD may also assume direct responsibility for specific technical items in the workplan, and otherwise will define and supervise the activities implemented by consultants or by the IH Manager. The IH Manager shall take guidance from the LSD regarding the definition of the workplan and assessment of workplan execution.
The LSD will perform this role through a combination of limited off-site monitoring and technical support and largely on-site work in PNG and Fiji. LSD will provide feedback to PFIP by engaging via monthly calls (or more frequently if necessary) with the PFIP – Financial Inclusion Specialist, PNG and PFIP program manager, and the submission of required project work plans and progress reports.
This is a request for proposals from individual consultants specialized in the design and development of financial products and services that are delivered through mass market channels, such as agency and digital channels.
PFIP will be engaging a qualified consultant who will lead the efforts on digitisation and optimisation of customer acquisition process, merchant network development & management as well as new product & service design innovations for Westpac PNG under PFIP’s existing project, ‘PNG Highlands Financial Services Innovation Hub.'
Duties and Responsibilities
The LSD shall be responsible for design and implementation of four core workstreams:
This workstream will focus on improving the Westpac customer experience using Westpac services and being a Westpac customer using human-centered design approach to understand customer attitudes and to create products, services, branding, and pricing that inspire customers.
The LSD will be responsible for the following:
performance of the InStore channel and the customers’ transaction and usage behavior
Expected Output and Deliverables
PFIP will make the payment(s) against the following deliverables, subject to a written satisfactory acceptance report provided by PFIP project manager.
The progress report is expected to be 2-4 pages highlighting the satisfactory progress made against the agreed work plan. PFIP will provide the template for the report.
PFIP will provide feedback to the work of the consultant to ensure the quality of deliverables as per the expectations of PFIP and its client (Westpac) and that the work is aligned with the broader project objective. PFIP will aim to provide the feedback as quickly as possible but may take up to 10 days after receiving the completed set of documents.
The consultant is required to submit the supporting documents and evidence of the work completed along with the Progress Report. The payments are subject to PFIP’s approval of the Project Progress Reports and the submission of the finalized documents, after incorporating the feedback
Duration of the Work
The IC will be required to provide short email updates on a weekly basis to the PNG based PFIP Financial Inclusion specialist and a monthly narrative update with supporting data as required.
digital mass market finance.
Required Skills and Experience
UNDP is committed to achieving workforce diversity in terms of gender, nationality and culture. Individuals from minority groups, indigenous groups and persons with disabilities are equally encouraged to apply. All applications will be treated with the strictest confidence.
UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.