World Food Programme (WFP) Tanzania Jobs 2022
Career Opportunities: Business Support Assistant (Community Feedback Mechanism Operator) SC4, Dar es Salaam Country Office (174342)
Requisition ID
174342 - Posted 30/09/2022 - Short Term-SC WFP - Africa, Southern -
Tanzania, United Republic of - Dar-es-Salaam - Working Job Language (1) -
BUSINESS SUPPORT
Job Description
JOB TITLE: Business Support Assistant (Community Feedback Mechanism Operator)
Recommended:
TYPE OF CONTRACT: Service Contract
UNIT/DIVISION: Programme Unit, RBJ
DUTY STATION (City, Country): Dar Es Salaam, Tanzania
DURATION: 12 months
WFP
celebrates and embraces diversity. It is committed to the principle of
equal employment opportunity for all its employees and encourages
qualified candidates to apply irrespective of race, colour, national
origin, ethnic or social background, genetic information, gender, gender
identity and/or expression, sexual orientation, religion or belief, HIV
status or disability.
ABOUT WFP
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 lifetime. 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.
STANDARD MINIMUM QUALIFICATIONS
Education :
- Completion of bachelor’s in business administration focused. Bachelor’s in business administration mainly focused on client/customer services management or in other related functional area is desirable.
- Minimum of 2 years’ experience in client/customer services functions including previous experience with an international organisation. Work experience with a UN or other International Organization’s call centre would be an asset.
Knowledge & Skills:
- Excellent customer care and communication skills, a clear and friendly attitude, the ability to follow instructions. Demonstrated attention to detail, solid IT skills (including working on multiple platforms simultaneously), problem-solving skills, ability to work under pressure and multi-task in a professional manner while meeting targets in a highpressure environment. Excellent time management and language skills.
Languages:
- Oral and written working knowledge of English, Swahili and Kirundi. French is an asset.
ORGANIZATIONAL CONTEXT
Under the overall guidance and supervision of the CFM Manager and to support the implementation of a functional CFM, the Business Support Assistant (CFM Operator) is responsible for information sharing, data capturing, case referral and closing the feedback loop in line with SOPs.
JOB PURPOSE
WFP seeks a Business Support Assistant (CFM Operator) to be a community-facing communication focal point that receives, logs and refers feedback from CFM Users and closes the feedback loop with CFM Users in line with Standard Operating Procedures (SOPs). The Business Support Assistant CFM Operator:
- Will receive the appropriate training to conduct their work in a professional manner, including training to register cases on WFP’s corporate system for feedback management (SugarCRM or CO solution for feedback management).
- Is expected to carry out their work in accordance with the UN’s three core principles of integrity, professionalism and respect for diversity. Will sign and adhere to a code of conduct and an oath of confidentiality.
- Will attend and apply relevant trainings.
KEY ACCOUNTABILITIES (not all-inclusive)
- Support the empowerment of communities through the provision of accessible and timely information and participation in decision making processes.
- Help ensure efficient and effective coordination of AAP by collecting and circulating within WFP and the humanitarian architecture information the urgent needs and priorities of affected populations.
- Possess or be willing to acquire professional-grade call handling skills, displaying sensitivity, neutrality, and patience, and adherence to confidentiality and data protection principles.
- Liaise with IT focal point for troubleshooting any issue related to the technology supporting feedback management.
- Demonstrate an ability to learn quickly, follow procedures, and act professionally at all times – especially under times of stress.
- Support an environment of transparency and accountability by:
- Establishing an easy-to-access and safe mechanism through which affected populations can lodge feedback and complaints; and,
- Referring feedback to humanitarian actors to ensure feedback loop closure
Specific Responsibilities:
- Receive information requests, complaints and feedback, logging, referring and closing the case and consent status appropriately, accurately and in a timely manner into the CFM customer relationship management (CRM) tool as per the consent provided by the CFM User and in line with SOPs.
- Conduct surveys, if requested.
- Refer cases to the relevant focal point as per the SOP. This includes following procedures for handling sensitive cases, and allegations of sexual exploitation and abuse (SEA) and fraud in a timely manner.
- Apply training and performance management guidance. Provide support to peers as required.
- Apply WFP’s Guide to Personal Data Protection and Privacy (PDPP) to all aspects of the data flow process, in all interactions with the CFM User, and reporting any breaches of the PDPP.
- Maintain a professional standard at all times, especially during difficult or stressful interactions with CFM Users and colleagues.
- Pro-actively identify and report to the CFM Manager areas for improvement of the CFM, including but not limited to the accuracy and quality of information being shared with the CFM User, technical issues with the CRM, improvements to the data intake form, procedures on how to handle difficult CFM Users.
- Support visibility efforts to raise awareness of the CFM among affected populations, WFP employees and humanitarian actors – this may involve field visits and/or representation at meetings, among other activities.
- Pro-actively seek guidance from the CFM Manager as required.
- Perform other duties as required.
4Ps CORE ORGANIZATIONAL CAPABILITIES
Purpose Understand and communicate the Strategic Objectives:
- Helps teammates articulate WFP’s Strategic Objectives.
- Be a force for positive change: Suggests potential improvements to team’s work processes to supervisor.
- Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.
- Make our mission visible in everyday actions: Articulates how own unit’s responsibilities will serve WFP’s mission.
- Trains junior teammates on new skills and capabilities.
- Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.
- Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.
- Create an “I will”/”We will” spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.
- Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.
- Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.
- Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.
- Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.
- Suggests opportunities for partnering with other units to supervisor.
- Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.
- Be politically agile & adaptable: Develops an understanding of the value of WFP’s teams and external partners in fulfilling team’s goals and objectives.
- Be clear about the value WFP brings to partnerships: Aligns own activities with supervisor’s priorities to fulfill internal and external partner needs.
OTHER SPECIFIC JOB REQUIREMENTS
Desired Experience:
- Applied knowledge and skills of client services management focused on addressing clients/customers issues/problems.
- Applied knowledge of CRM, multi-tasking in at least two languages interchangeably
- Applied knowledge of the humanitarian, development and/or peace building architecture.
DELIVERABLES AT THE END OF THE CONTRACT:
- First case resolution rate, feedback loop closure rate and performance rating as per the SOP.
- 100% of sensitive cases and allegations of SEA and fraud referral accurately and timely, as per the SOP.
- 100% adherence to the PDPP.
- 100% trainings completed.
- Zero breach of code of conduct.
- Strengthened and streamlined CFM processes as part of the overall objective to strengthen accountability to affected populations.
- Solid knowledge of WFP and relevant partner activities, procedures and processes.
Read Also:
Career Opportunities: Business Support Associate G6, Fixed Term Appointment, Dar es Salaam Country Office (174311)
Requisition ID
174311 - Posted 30/09/2022 - Short Term-SC WFP - Africa, Southern -
Tanzania, United Republic of - Dar-es-Salaam - Working Job Language (1) -
BUSINESS SUPPORT
Job Description
JOB TITLE: Business Support Associate
TYPE OF CONTRACT: Fixed Term Appointment Contract
UNIT/DIVISION: Senior Management Unit/RBJ
DUTY STATION (City, Country): Dar Es Salaam, Tanzania Country Office
DURATION: 12 months
WFP
celebrates and embraces diversity. It is committed to the principle of
equal employment opportunity for all its employees and encourages
qualified candidates to apply irrespective of race, colour, national
origin, ethnic or social background, genetic information, gender, gender
identity and/or expression, sexual orientation, religion or belief, HIV
status or disability.
ABOUT WFP
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.
STANDARD MINIMUM QUALIFICATIONS
- Education: Completion of secondary school education. A post-secondary certificate in the related functional area.
- Experience: Six or more years of progressively responsible work experience in the relative business stream with experience in general administrative work.
• Specialized knowledge of the application of common business processes, practical business support methods, procedures and systems used in area of work, gained through technical training and work experience.
• Good communication skills in order to provide specialised business support services to a wide range of individuals.
• Ability to analyse and interpret financial data and monitor budgets.
• Ability to proactively identify and recommend areas for improvement to the design and delivery of specialised services.
• Ability to build relationships with a variety of individuals across functions.
• Experience in coordinating the work of others and self and training and supporting others.
• Ability to maintain confidentiality.
Language:
- Fluency in both oral and written communication in English and Swahili Languages.
The Business Support Associate will be performing front office management functions typically report to the Country Director.
At this level job holders are expected to demonstrate responsibility and initiative to respond independently to queries with only general guidance. They have responsibility for undertaking specialised business support work, such as organisation and coordination of work. There is a requirement to use judgment in dealing with unforeseen problems on a daily basis. Job holders are expected to manage resources, and coach and/or coordinate a team of support staff.
JOB PURPOSE
To coordinate and control a full range of business support services for a specific professional area of work, to ensure that services are delivered effectively.
KEY ACCOUNTABILITIES (not all-inclusive)
1. Provide dedicated executive assistant support.
2. Prepare and/or consolidate comprehensive reports, documentation, correspondence, briefing notes, etc. and conduct research in the area of work.
3. Actively seek and use feedback to improve business processes and procedures.
4. Respond to complex business support queries in order to provide a timely and accurate resolution of enquiries for clients.
5. Oversee the maintenance of records and databases to ensure information is organised and readily available for staff and compliant with all relevant regulations and policies.
6. Revise and review correspondence and documentation, providing feedback and making amendments where appropriate, to contribute to production of these materials to time and quality standards.
7. Assist managers in planning, monitoring and reconciling budget(s) to ensure that planned financial resources are used effectively.
8. Assess and recommend improvements to procedures and practices, to contribute to the effective delivery of business support services.
9. Provide a full range of complex business support services to staff to contribute to the effective functioning of business operations.
10. Provide advice, support and/or training to junior support staff in the provision of business support services, in order to support their learning in providing business support.
11. Coordinate tasks of junior colleagues to ensure support services are delivered consistently and to the required standards.
4Ps CORE ORGANIZATIONAL CAPABILITIES
Purpose
- Understand and communicate the Strategic Objectives: Helps teammates articulate WFP’s Strategic Objectives.
- Be a force for positive change: Suggests potential improvements to team’s work processes to supervisor.
- Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.
- Make our mission visible in everyday actions: Articulates how own unit’s responsibilities will serve WFP’s mission.
- Look for ways to strengthen people's skills: Trains junior teammates on new skills and capabilities.
- Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.
- Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.
- Create an “I will”/”We will” spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.
- Encourage innovation & creative solutions: Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.
- Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.
- Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.
- Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.
- Connect and share across WFP units: Suggests opportunities for partnering with other units to supervisor.
- Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.
- Be politically agile & adaptable: Develops an understanding of the value of WFP’s teams and external partners in fulfilling team’s goals and objectives.
- Be clear about the value WFP brings to partnerships: Aligns own activities with supervisor’s priorities to fulfill internal and external partner needs.
TERMS AND CONDITIONS
All applications should be submitted through e-recruitment portal.
Only qualified Tanzanian nationals should apply.
DEADLINE FOR APPLICATIONS
The deadline for submitting the applications is 13th October 2022.
WFP
has a zero-tolerance approach to conduct such as fraud, sexual
exploitation and abuse, sexual harassment, abuse of authority and
discrimination. All selected candidates will be expected to adhere to
WFP’s standards of conduct and will therefore undergo rigorous
background verification internally or through third parties. Selected
candidates will also be required to provide additional information as
part of the verification exercise. Misrepresentation of information
provided during the recruitment process may lead to disqualification or
termination of employment
WFP will not request payment at any
stage of the recruitment process including at the offer stage. Any
requests for payment should be refused and reported to local law
enforcement authorities for appropriate action.
