Business Support Assistant (CFM/Hotline Operator) SC4 - Sana'a (2 Openings)

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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 the agency’s largest anywhere in the world, and is the largest sustained emergency operation in history, providing lifesaving monthly food assistance to 10.5 million people most in need. WFP also provides nutrition support to 1.7 million children and mothers, and delivers school meals to 850,000 children each day.

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: Three 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

• WFP is an equal opportunity employer.
• WFP does not charge a fee at any stage of the recruitment process.
• 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)

• 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.

NOTE: Successful candidates vetted as viable candidates through the application process will be retained on internal roster for a two-years period and may be given further consideration for future similar specific position advertised in the duty station.

DEADLINE FOR APPLICATIONS

5 Sep 2022

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WFP never uses external recruitment agencies and recruitment is always free of charge. All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.

لا يستعين برنامج الأغذية العالمي بالمطلق بوكالات أو مكاتب توظيف خارجية، حيث إنّ عملية التوظيف دائماً مجانية. ويتم اتخاذ جميع القرارات الخاصة بعملية التوظيف بناءً على الاحتياجات المؤسسية والمتطلبات الوظيفية والكفاءة والاستحقاق والمؤهلات الفردية. ويلتزم برنامج الأغذية العالمي بتوفير بيئة عمل شاملة للجميع، تخلو من الاستغلال والاعتداء الجنسيين وجميع أشكال التمييز والتعسف في استخدام السلطة وكل أنواع التحرش كالتحرش الجنسي. لهذا كان لزاماً أن يخضع جميع المرشحين للوظائف الذين يقع الاختيار عليهم لعمليات تدقيق صارمة بهدف مراجعة خبراتهم وخلفياتهم.

Female applicants are especially encouraged to apply

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.