Business Support (Customer Service) Assistant at World Food Programme (WFP)

JOB PURPOSE

• To deliver standard business support processes for a specific professional area of work, to facilitate effective service delivery.

KEY ACCOUNTABILITIES (not all-inclusive)

• Gather information with clear direction to support the drafting of documents and preparing reports by other staff.
• Respond to queries and escalate where appropriate, in order to provide a timely and accurate service to clients.
• Support processing and managing routine administrative and financial tasks in various functional areas, to contribute to the effective and timely management of resources.
• Provide revision and proof-reading services for standard documents, to contribute to the development of accurate documentation.
• Take responsibility for the maintenance of set standard systems and files, to ensure information is accurate and readily available for the function.
• 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.
• Take responsibility for data integrity to facilitate availability of accurate information in corporate systems.
• Provide guidance on routine business support methods and practices to junior colleagues to ensure services are delivered consistently and to the required standards.
• Work with a variety of individuals, taking on feedback where appropriate to assist in business support delivery for staff.

4Ps CORE ORGANISATIONAL 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.

People

• 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.

Performance

• 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.

Partnership

• 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.