Business Support Assistant (CFM/Hotline Operator) SC4 - Sana'a

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WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles.

Selection of staff is made on a competitive basis, and WFP is committed to the principle of equal employment opportunity and promotes gender parity as well as encourages qualified candidates with disabilities to apply

ABOUT WFP

The United Nations World Food Programme (WFP) is the 2020 Nobel Peace Prize Laureate. We are the world’s largest humanitarian organization, saving lives in emergencies and using food assistance to build a pathway to peace and stability for populations impacted by conflict, disasters and climate change. WFP’s emergency response in Yemen is one of the agency’s largest anywhere in the world, and this year aims to provide lifesaving food assistance to more than 13 million people in need. WFP also aims to provide nutrition support to more than 4 million children and women, school feeding to more than 3 million schoolchildren, and livelihoods support to 2 million people.

JOB PURPOSE

The United Nations World Food Programme is the world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need. The World Food Programme Yemen activities include general food assistance for relief, emergency school feeding, nutrition and food assistance for assets creation through provision of in-kind and cash-based transfers. WFP Yemen country office has a Hotline, which operates the country office centralized complaints and feedback mechanism and receives feedback from beneficiaries and community members across the country.

To deliver standard business support processes for a specific professional area of work, to facilitate effective service delivery.

KEY ACCOUNTABILITIES (not all-inclusive) - Part 1

1. Gather information with clear direction to support the drafting of documents and preparing reports by other staff. 2. Respond to queries and escalate where appropriate, in order to provide a timely and accurate service to clients. 3. Support processing and managing routine administrative and financial tasks in various functional areas, to contribute to the effective and timely management of resources. 4. Provide revision and proof-reading services for standard documents, to contribute to the development of accurate documentation. 5. Take responsibility for the maintenance of set standard systems and files, to ensure information is accurate and readily available for the function. 6. Identify simple discrepancies in statistics and data, such as missing information, and report to senior staff in order to support clients to deliver their work. 7. Take responsibility for data integrity to facilitate availability of accurate information in corporate systems. 8. Provide guidance on routine business support methods and practices to junior colleagues to ensure services are delivered consistently and to the required standards. 9. Work with a variety of individuals, taking on feedback where appropriate to assist in business support delivery for staff.

KEY ACCOUNTABILITIES (not all-inclusive) - Part 2

The Business Support Assistant (CFM Hotline Operator) will work in the WFP Yemen CFM Hotline under operational supervision of the CFM team leader and with the oversight of the Programme Policy Officer (CFM Manager) and is responsible for the following duties:

1. Carry out duties of hotline operator for the complaints and feedback mechanism including, but not limited to, receiving a maximum number of calls during working hours without compromising data quality, logging in and managing logged complaints and response in the case management software and/or database, sharing case info with relevant functional units/offices, and closing the feedback loop as defined in the CFM standard operating procedures

2. Provide callers with relevant and accurate information on WFP programmes and interventions and act as a point of contact between different WFP Yemen offices/units and WFP beneficiaries

3. Maintain a respectful and objective stance when receiving feedback, treat callers and colleagues with dignity and adhere to WFP’s ethical standards

4. Pay particular attention when receiving sensitive and high-risk case types and incident reports and ensure they are forwarded through proper channels and as defined in CFM SOP and in Yemen Country Office guidance, keeping in mind data privacy and protection

5. Take responsibility for data integrity to facilitate availability of accurate information in WFP corporate and CO systems, and CFM databases

6. Disseminate information on WFP programme implementation and assistance entitlements to beneficiaries through different communication channels, as required

7. Contribute to the CFM progress and performance reporting by providing inputs

8. Perform other tasks when required

STANDARD MINIMUM QUALIFICATIONS

Education: Completion of secondary school education. A post-secondary certificate in the related functional area.

Experience: Four or more years of progressively responsible work experience in programme with experience in general administrative work. At least one of which in programme implementation of humanitarian operations.

Language: Fluency in both oral and written communication in Arabic & English languages.

Nationality: Yemeni National / valid work/residency permit holders only.

Knowledge & Skills:

• Proficient in the use of office equipment and computer software packages, such as Microsoft Word.

• Knowledge of work routines and methods in order to complete processes under minimal supervision.

• Uses tact and courtesy to give and receive information to a wide range of individuals.

• Ability to identify data discrepancies and rectify problems requiring attention.

• Ability to offer guidance or basic on-the-job training to more junior staff.

TERMS AND CONDITIONS

• By submitting your application, you have read the Terms of Reference for this position and agree that any false, wrong or incomplete information might lead to your disqualification in this recruitment process
• WFP staff who are still under probation period are not eligible to apply for another FT position.
• The applicant should be a Yemeni national or having work/residency permit.
• Only candidates who are short-listed will be contacted.
• Applications must be submitted online with:
  1. Use English language only.
  2. Indicate all your job TOR.
  3. Indicate clear years of experience with each job (month/year)
• (NB: Successful candidates vetted as viable candidates through the application process will be retained on internal roster for a two-year period and may be given further consideration for future similar specific position advertised in the duty station.)

DEADLINE FOR APPLICATIONS

23 August 2023

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WFP never uses external recruitment agencies and recruitment is always is free of charge. WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles. The selection of staff are made on a competitive basis and we are committed to promoting diversity and gender balance. Only applicants whose profiles meet the advertised job requirements will be considered and only within the announced deadline.

لا يقوم برنامج الأغذية العالمي بالاستعانة ابداً بأشخاص او بوكالات خارجية في التوظيف، علماً بان عملية التوظيف دائماً مجانية. يبحث برنامج الأغذية العالمي عن مرشحين من أعلى درجات النزاهة والكفاءة المهنية والذين يتقاسمون مبادئنا الإنسانية****.

يتم اختيار الموظفين على أساس تنافسي ونحن ملتزمون بتعزيز التنوع والتوازن بين الجنسين. سيتم النظر فقط للمتقدمين الذين تفي ملفاتهم الشخصية بمتطلبات الوظيفة المعلن عنها، وفقط خلال الموعد النهائي المعلن****.

Female applicants are especially encouraged to apply

WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.

To report any technical issues while applying, please drop us a line at yemen.recruitment@wfp.org