National Professional Officer (Client Support)

Organizational Setting

The Food and Agriculture Organization of the United Nations (FAO) contributes to the achievement of the 2030 Agenda through FAO's Strategic Framework by supporting the transformation to MORE efficient, inclusive, resilient and sustainable agrifood systems, for better production, better nutrition, a better environment and a better life, leaving no one behind. FAO's commitment to environmental sustainability is integral to our strategic objectives and operations.

The Regional Office for RAP is responsible for leading FAO's response to regional priorities for food security, agriculture and rural development through the identification, planning and implementation of FAO's priority activities in the region. It ensures a multidisciplinary approach to programmes, identifies priority areas of action for the Organization in the Region and, in collaboration with departments and divisions at Headquarters, develops, promotes and oversees FAO's strategic response to regional priorities. RAP also advises on the incorporation of regional priorities into the Organization's Programme of Work and Budget and implements approved programmes and projects in the region, monitors the level of programme implementation and draws attention to problems and deficiencies. RAP develops and maintains relations with region-wide institutions including the Regional Economic Integration Organizations (REIOs). The Regional Office supports regional policy dialogue on food security, agriculture and rural development issues, facilitates the emergence of regional partnerships, and supports capacity development' and resource mobilization for food security, agriculture and rural development in the region.

The position is located in the Shared Services Centre (SSC) Contact Centre of RAP in Bangkok, Thailand.

Reporting Lines

Working under the overall guidance of the Assistant Director-General/Regional Representative, the National Professional Officer (Client Support) reports to the Client Support Officer in the SSC Budapest.

Technical Focus

Provides oversight to the team and expert advice on the support of human resources, finance, travel, and other services offered by the SSC.

Key Results

Effective and efficient provision of administrative support, supervision of SSC team and monitoring of performance.

Key Functions

• Supervises the daily operations and ensures adequate work distribution at all times; monitors individual and team level performance against Key Performance Indicators (KPIs) and addresses any issues to ensure that the service standards are met.
• Monitors overall quality assurance including queries and transaction requests received by SSC; serves as escalation point for processors; resolves complex transactional issues and client inquiries; identifies and escalates potential issues/risks and technology improvement opportunities.
• Fosters effective client partnerships and joint accountability for process outcomes; coordinates Service Level Agreement (SLA) implementation and maintenance; supports periodic SLA performance reviews with clients;
• Reviews and analyses requests for changes to services and scope; contributes to the performing of periodic quality assurance reviews for the various operational areas.
• Supervises staff and assesses training and/or developmental needs and provides the necessary guidance and/or coaching; coordinates onboarding and training programme for newcomers in the team.
• Coordinates the provision of advice to managers and initiators on appropriate approaches to be used in resolving any potential issues (HR, Travel, and other SSC-related services).

Minimum Requirements

• National of Thailand
• Advanced university degree (Master's degree or equivalent) in human resources, business administration, industrial psychology or a related field.
• One year of relevant professional experience in human resources management and/or administration and/or finance and/or travel management in an international organization.
• Working knowledge (proficiency - level C) of English and of the local language (Thai).

Competencies

• Results Focus
• Teamwork
• Communication
• Building Effective Relationships
• Knowledge Sharing and Continuous Improvement

Technical/Functional Skills

• Work experience in more than one location or area of work, particularly in field positions is desirable.
• Extent and relevance of experience in the field of general administration including human resources, travel or finance management.
• Extent and relevance of experience in supervising teams.
• Extent of knowledge of UN or standard operational rules and procedures and project/programme administrative management procedures is considered an asset.
• Knowledge of an Enterprise Resource Planning (ERP) business management software (e.g. Oracle, SAP).
• Extent and relevance of experience in shared services and/or business support centre is desirable.
• Intermediate knowledge (intermediate proficiency - level B) of another FAO official language (Arabic, Chinese, French, Russian or Spanish) is considered an asset.