Beirut - Supply Chain (Retail) Officer | NOA

Job Description

BACKGROUND AND PURPOSE OF THE ASSIGNMENT:This job is located at the WFP Beirut Country Office, Lebanon. The purpose of this role is to ensure WFP maintains a network of contracted retailers meeting WFP standards to ensure the successful implementation of the Food E-card Programme. Incumbent at this grade level is typically ?contributor? and works closely with a more experienced professional staff member. He/She carries out analytical work and comes up with recommendations on supply chain related matters.ACCOUNTABILITIES/RESPONSIBILITIES (not all inclusive):Under the direct supervision of the Head of Retail or his/her delegate, the incumbent will be responsible for the following key duties:Manage full end-to-end contracting process of Retailers to serve beneficiaries receiving Food E-cards

• Assessing & processing of new contracts
• Conduct full procurement process of retailers including assessing & issuing of contracts.
• Ensure all contracts are issued and meeting full requirements (legally registered, etc.)
• Liaise with bank to ensure all retailers have a bank account.
• Continue to update and optimize the procurement process ? updating criteria for retailers and/or geographical location based on context.
• Onboarding new retailers to WFP and hosting regular touch points with key stakeholders (chains, etc.)

• Ongoing performance management
• Triangulate information from all data sources (Monitoring visits, FO feedback, data analysis, beneficiaries? complaints, etc.) to recommend actions to Shop Management Group (SMG)
• Lead the Shop Management Group (SMG) meeting comprising of key stakeholders (DCD, Head of Emergency Response, Head of VAM, etc.) to discuss and issue sanctions for retailers during contract period.
• Issue sanctions to retailers (warning letters) and conduct follow-up actions as required (field visits or other actions)
• Coordinate with M&E team & Field Offices list of retailers for additional follow-up.
• Ongoing optimization of performance management process ? updating sanctions, SOPs, processes, to ensure that retailer performance management is consistent and effectively applied across all FOs.

Work with external partners to enable Food E-card Programme to be effective:

• Negotiate with the bank to ensure mutually beneficial solutions for bank / retailer (rates, commissions, etc.) to ensure smooth operations.
• Work with UNHCR & Outreach Volunteers to ensure that all beneficiary feedback is incorporated into Retailer contract management.
• Resolve any issues that arise from operations (redemption issues, etc.)
• Liaise with the Financial Service Provider (FSP) to ensure bank accounts are opened and maintained for WFP contracted retailers.

Work cross-functionally across WFP to input into programmatic decisions:

• Present retail insights to CBT working group to ensure that all units have appropriate information for decision making.
• Work closely with Programme team to ensure any adjustments to Food E-card programme can be implemented (scale-up, moving of beneficiaries to another region, etc.)
• Work with M&E team to ensure ongoing updates to Retailer Monitoring processes.

Manage beneficiaries? feedback and complaints as it relates to WFP?s contracted retailers.

• Supervise the efficient and timely execution of the feedback and complaints mechanisms for beneficiaries at retail shops including coordination with FOs for follow-up.
• Conduct monthly or quarterly complaints analysis to discover patterns in order to improve beneficiaries experience and take immediate actions on urgent issues.
• Train call centre agents on how to best respond to retail inquiries and resolve more complaints at first resolution.
• Partner with Protection unit to ensure that all processes related to the WFP call centre and Retailer inquiries are optimized.

Team Management

• Manage a team to ensure effective delivery of contract management.
• Coach and motivate team members.
• Perform other duties as required.

Keyskills :