Business Support Assistant (Community Feedback Mechanism Operator) SC4 at World Food Programme (WFP)
- Company: World Food Programme (WFP)
- Location: Tanzania
- State: Dar Es Salaam Jobs
- Job type: Full-Time
- Job category: Administrative/Secretarial Jobs in Tanzania
Business Support Assistant (Community Feedback Mechanism Operator)
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.
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
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.
Oral and written working knowledge of English, Swahili and Kirundi. French is an asset.
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.
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.
The Business Support Assistant (CFM Operator) reports to the CFM Manager.
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
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 ORGANISATIONAL CAPABILITIES
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.
OTHER SPECIFIC JOB REQUIREMENTS
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.
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.
Method of ApplicationSubmit your CV and Application on Company Website : Click Here
Closing Date : 23th October, 2022.