Client Services Manager (AfCDC)

2026-04-23
, Unknown
1963-1999
Banking & Finance

The African Union (AU) is a continental body consisting of the 55 member states that make up the countries of the African Continent. It was officially launched in 2002 as a successor to the Organization of African Unity (OAU, 1963-1999). We are an Integrated, Prosperous and Peaceful Africa, driven by its own citizens and representing a dynamic force in the global arena.

We are recruiting to fill the position below:

Job Title: Client Services Manager (AfCDC)

Requisition ID: 2961
Location: Addis Ababa, Ethiopia
Number of Openings: 1
Programme Start Date: 17th May, 2026.

Purpose of Job

The African Pooled Procurement Mechanism (APPM) is a flagship Africa CDC instrument designed to aggregate demand, secure affordable pricing, strengthen African manufacturing, and ensure timely access to quality-assured health products for AU Member States. As APPM scales from pilot to full operationalization, robust client servicing, financial discipline, and performance management are critical to credibility and sustainability.
The APPM Client Service Manager serves as the primary operational interface between AU Member States and APPM, managing the full client lifecycle from MoU signature through cost estimation, invoicing, reconciliation, and post-delivery performance monitoring.

Main Functions

Lead client engagement and contracting with AU Member States under the APPM framework;
Manage end-to-end client service operations, including cost estimates, customer registration, invoicing, and settlement;
Coordinate across procurement, finance, and forecasting teams to ensure timely and accurate service delivery;
Monitor service performance and client satisfaction, escalating risks and delays;
Strengthen transparency, accountability, and trust in APPM operations.

Specific Responsibilities
Client Contracting & Onboarding:

Lead preparation, negotiation, and signing of APPM MoUs with AU Member States;
Ensure MoUs align with approved APPM policies, pricing frameworks, and financial terms;
Maintain a centralized registry of executed MoUs and amendments.

Customer Registration & Data Management:

Establish and maintain a comprehensive APPM customer database, including consignee details, shipment information, bank account data, and special contractual terms;
Ensure data accuracy, completeness, confidentiality, and compliance with AU data governance standards.

Cost Estimates & Financial Performance:

Prepare and issue APPM cost estimates in close coordination with procurement and forecasting teams;
Track and analyze cost-estimate-to-actual performance, identifying variances and systemic issues;
Support transparent communication with Member States on pricing and cost drivers.

Financial Coordination & Settlement:

Coordinate with Finance to ensure timely issuance of statements of account;
Monitor receipt of client funds, advances, and settlements;
Support reconciliation processes and return of unutilized funds to Member States, as applicable.

Cross-Functional Coordination:

Serve as the primary liaison between clients and:
- Procurement teams on product specifications, lead times, pricing, and supplier performance;
- Forecasting teams on demand timing and volume;
- Finance teams on invoicing, payment tracking, and settlement.

Client Satisfaction & Issue Escalation:

Design and implement periodic client satisfaction surveys;
Monitor service-level performance indicators and client feedback;
Proactively escalate delays, delivery risks, or financial discrepancies to APPM leadership.

Academic Requirements and Relevant Experience

Master’s Degree in Business Administration, Supply Chain Management, Finance, Public Health, Economics, or related field with a minimum of 10 years of professional experience including at least six (6) years of progressively responsible experience in client management, programme operations, supply chain, or financial service delivery and three (3) years in a supervisory role OR A Bachelor’s Degree in Business Administration, Supply Chain Management, Finance, Public Health, Economics, or related field with a minimum of 12 years of professional experience including at least six (6) years of progressively responsible experience in experience in client management, programme operations, supply chain, or financial service delivery and three (3) years in a supervisory role.
Experience working with governments, multilateral organizations, or pooled procurement mechanisms is highly desirable

Required Skills: