Client Support Assistant

Organizational Setting

The Regional Office for Asia and the Pacific (RAP) is responsible for leading FAO's response to regional priorities for food security, agriculture and rural development through the identification, planning and implementation of FAO's priority activities in the region. It oversees the network of Country Offices and the Subregional Office for the Pacific Islands (SAP). It ensures a multidisciplinary approach to programmes, identifies priority areas of action for the Organization in the region, and, in collaboration with Divisions, Offices and Centres at headquarters, develops, promotes and oversees FAO's strategic response to regional priorities and the implementation of the Organization’s strategies through programmes and projects across the region. The Regional Office (RAP) supports the formulation and implementation of the Country Programmes and Projects, including Country Programming Frameworks (CPFs), and their contribution to the FAO Strategic Framework and the United Nations Sustainable Development Cooperation Framework (UNSDCF) at the country level, advising Decentralized Offices on corporate priorities such as the Strategic Framework and on the incorporation of regional priorities into the Organization's Programme of Work and Budget. The Regional Office (RAP) leads, formulates, implements, monitors and reports on the Organization’s programmes and budget in the region and draws management attention to problems, deficiencies and risks. The Regional Office (RAP) leads the preparation of the Regional Conferences and the Statutory Bodies in the region. The Regional Office (RAP) develops and maintains relations with region-wide institutions, including the Regional Economic Integration Organizations (REIOs), and participates in the United Nations Regional Architecture, such as UN Regional Forums on Sustainable Development and UN Regional Collaborative Platforms and related mechanisms. The Regional Office (RAP) delivers an improved, integrated and collaborative business model to enhance efficiency, effectiveness, consistency, innovation, agility and responsiveness in logistical, operational, financial and other support services at all levels to accelerate the achievement of the Organization’s programme in the region and ensure compliance with the Internal Control Framework. The Regional Office (RAP) is led by the Assistant Director-General (ADG) and includes two Deputy Regional Representatives (DRRs).

The position is located in the Regional Office for Asia and the Pacific (RAP) in Bangkok, Thailand.

Main Purpose

The Client Support Assistant coordinates and performs the full range of client-related support services. He/she ensures quality and consistency of the flow of office work and information in the work unit.

Supervision Received/Exercised

The Client Support Assistant reports to a National Professional Officer (SSC) under the overall guidance of the Client Support Associate. The incumbent operates independently, takes decisions on work priorities and exercises initiative for dealing with cases without precedents. Supervision received is focused on the quality of work output. He/she provides guidance and advice to other office support staff.

Working Relationships

The Client Support Assistant works closely with a wide range of colleagues, with business units and external clients, performing and coordinating client-related support services and providing procedural guidance and information.

Key Functions/ Results

• Provide second line support in resolving client enquiries and technical issues across multiple disciplines, including issues related to corporate systems and procedures. • Review and resolve specific clients' problems, which may be long-standing or of a more complex nature. • Foster effective client partnerships and joint accountability for process outcomes; support periodic Service Level Agreements (SLAs) performance reviews with clients; monitor and escalate performance concerns. • Identify where users encounter problems in processing transactions, identify data discrepancies in the system, propose adjustments as appropriate, participate in testing system changes. • Maintain the SSC service catalogue and service level agreements, continuously evolving with changing client needs. • Assist FAO personnel, transaction initiators and approvers in processing Procure to Pay, Finance, Travel and HR transactions in the FAO Global Resource Management System (ORACLE) and advise on FAO rules and procedures. • Handle incoming queries through a tracking system and phone within the established Service Level Agreement. • Draft documents and correspondence of moderate complexity. • Performs other duties as required.

Impact Of Work

The incumbent's work impacts directly on the smooth and efficient running of the Office. S/he plays a lead role in the provision of office client-related support services for successful achievement of the organizational unit's mandate.

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements

Education: Secondary School Education. Experience: Four years of relevant experience in office/management support work, including human resources, travel, finance and/or general administration. Languages: Working knowledge (proficiency - level C) of English.

IT Skills: Very good knowledge of the MS Office applications, Internet and office technology equipment

Residency: General Service Staff are recruited locally. To be eligible for this position, candidates must be nationals of the country of the duty station or possess an existing valid visa to work or a valid work permit and reside within commuting distance of the duty station at the time of the application. "Commuting distance" means the distance within which staff members can travel daily between their place of work and their residence

Competencies

• Results Focus • Teamwork • Communication • Building Effective Relationships • Knowledge Sharing and Continuous Improvement

Technical Skills

• Very good knowledge of corporate computerized financial, travel, human resources systems and administrative procedures and policies.

Desirable Qualifications and Skills

• Work experience in more than one area of work. • Intermediate knowledge (intermediate proficiency - level B) of another FAO official language (Arabic, Chinese, French, Russian or Spanish). • Good knowledge of FAO's organizational structure.

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Added 3 hours ago - Updated 27 minutes ago - Source: fao.org