Client Support Associate

Organizational Setting

The Food and Agriculture Organization of the United Nations (FAO) contributes to the achievement of the 2030 Agenda through the FAO 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 Regional Office for Asia and the Pacific (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) of the Regional Office for Asia and the Pacific (RAP) in Bangkok, Thailand.

Main Purpose

The Client Support Associate leads and coordinates activities of the Regional Shared Services Centre Hub. S/he ensures the smooth flow of work and information by setting priorities and organizing the day-to-day work. The job role requires in-depth knowledge and interpretation of office policies, procedures and practices. The incumbent provides procedural guidance to managers and staff across the Organization.

Supervision Received/Exercised

Work is performed autonomously, showing a high degree of initiative and independent judgment. Supervision received is focused on facilitating service delivery. The incumbent effectively organizes and supervises other office support staff and provides relevant guidance and training.

Working Relationships

The incumbent maintains a wide range of contacts with managers, staff and counterparts both within and outside the Organization. Work relations may be at all organizational levels, requiring very good communication skills and experience in handling issues.

Key Functions/Results

• Coordinate the second level and super-user support by distributing and tracking the resolution of client enquiries and technical issues across multiple disciplines.
• Investigate and analyse complex cases and draft replies with documented evidence and provide guidance to the relevant Contact Centre team.
• Perform super user system duties in close collaboration with business process owners.
• Coach junior level General Service staff assigned to the Contact Centre providing training on all aspects of support, preparing materials to maintain the knowledge base.
• Monitor performance to ensure effective client partnerships and joint accountability for process outcomes.
• Carry out periodic Service Level Agreements (SLAs)'performance reviews with clients.
• Analyse data and system issues in the context of user's enquiries, propose adjustments as appropriate, and participate in system changes testing.
• Analyse queries and coordinate the preparation of guidelines and documentation for users.
• Advise FAO personnel, transaction initiators and approvers in processing Procure to Pay, Finance, Travel and HR transactions in the FAO Global Resource Management System (ORACLE) and advise on FAO rules and procedures.
• Participate in capacity building activities related to refresh users on administrative systems and procedures.
• Coordinate the monitoring of incoming queries through a tracking system and phone within the established service.
• Participate in the preparation of activity reports as required.
• Perform other duties as required.

Impact Of Work

The incumbent's work impacts directly on the smooth and efficient operations of the Contact Centre in the Global SSC. S/he plays a lead role in the coordination and provision of the office support services for the successful achievement of the SSC mandate.

Minimum Requirements

• Education: Secondary School Education.
• Experience: Five years of relevant experience in administrative support work, including HR and/or travel and finance.
• Languages: Working knowledge (proficient - level C) of English and limited knowledge (intermediate - level B) of one of the other working languages of the Organization (Arabic, Chinese, French, Russian or Spanish).
• IT Skills: Very good knowledge of the MS Office applications, Internet and office technology equipment.
• Residency: General Service Staff are recruited locally. To be eligible for this position, candidates must be nationals of the country of the duty station or possess an existing valid visa to work or a valid work permit and reside within commuting distance of the duty station at the time of the application. "Commuting distance" means the distance within which staff members can travel daily between their place of work and their residence.

Competencies

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

Technical Skills

• Very good knowledge of the MS Office applications, Internet and office technology equipment.