Business Support Assistant (CFM/Hotline Operator) SC4

Job Description

ORGANIZATIONAL CONTEXTThese jobs are found in Country Offices (COs), Regional Bureaux (RBs), and Headquarters (HQ). Job holders may either perform administrative support functions in the front office and report to the Business Support Associate, or provide administrative support to team(s) with the reporting line to the relevant Head of Unit, Chief, or the designate. In cases where these positions support a specific business stream, the reporting line may be to the relevant Head of Unit, Chief, or the designate.At this level, work is carried out under minimal supervision. Job holders are expected to produce organised and accurate work, undertaking specific business support activities. They may offer guidance on standard practices to more junior staff in their area of work.JOB PURPOSEThe United Nations World Food Programme is the worlds 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 11. 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 2The 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 procedures2. 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 beneficiaries3. Maintain a respectful and objective stance when receiving feedback, treat callers and colleagues with dignity and adhere to WFP?s ethical standards4. 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 protection5. Take responsibility for data integrity to facilitate availability of accurate information in WFP corporate and CO systems, and CFM databases6. Disseminate information on WFP programme implementation and assistance entitlements to beneficiaries through different communication channels, as required7. Contribute to the CFM progress and performance reporting by providing inputs8. Perform other tasks when required

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