Summary
Date Posted: Friday, March 25, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
About WFP
United Nations World Food Programme (WFP) is the world’s 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. In emergencies, WFP gets food to where it is needed, saving the lives of victims of war, civil conflict and natural disasters. After an emergency, WFP uses food to help communities rebuild their lives. On average, WFP reaches more than 80 million people with food assistance in 80 countries each year. The organization has the global footprint, deep field presence and local knowledge and relationships necessary to provide access to food and contribute to lasting solutions, especially in many of the world’s most remote and fragile areas.

Brief Description of WFP in Uganda
WFP delivers food assistance in emergencies and work with communities to improve nutrition and build resilience. WFP provides life-saving food assistance and livelihood opportunities to refugees in Uganda. In addition, WFP assists the most vulnerable people in Karamoja with food and nutrition assistance. Finally, WFP works with smallholder farmers and links them to markets.
As Uganda strives to achieve Zero Hunger by 2030 and become a middle-income country by 2040, WFP is also assessing its relevance and repositioning its role in Uganda.

Are you up to the challenge?
We are seeking 6 qualified individuals for the position of Business Support Assistant (Helpline Operator) to be based in Kampala. Selected candidates will be employed on Service Contract.

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

Key Accountabilities (not all-inclusive)
• Review and maintain the feedback database
• Answer, log, respond to, escalate, and manage incoming calls
• Analyze, categorize, and consolidate information about calls received and issues raised Interact with relevant units within WFP, partners and government to follow up on complaints
• Provide feedback to the complainant within agreed timeframes
Key Accountabilities Continued
• Provide regular updates on complaints and feedback from beneficiaries and share with the WFP Uganda field offices, focal persons, implementing partners, and management
• Share findings and recommendations with the Programme Units and Implementing partners
• Manage and keep updated a Complaint & Feedback Mechanism (CFM) Focal Points Network Assist with training WFP staff at Country office level and field office.
• Perform any other duties as required.

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.

Functional Capabilities
Capability Name Description of the behaviour expected for the proficiency level
Supply Chain Management and Optimization
• Displays aptitude at monitoring and reporting on supply chain operations to enable teams to efficiently assess the performance and sustainability of current networks.
Planning, Project & Resource Mgmt
• Supports the planning, forecasting & resource management efforts of own team by collecting data from diverse sources.
Information Management & Reporting
• Collates accurate and timely information and data to enable informed decision making on reporting within individual unit and consequently the greater humanitarian community.
Market Analysis, Contracting and Operational Execution
• Ability to collect and collate necessary information to enable WFP to make informed operational decisions.
Warehouse and Inventory Management
• Demonstrates ability to carry out day to day activities around warehouse and inventory management in a manner that complies with WFP's operational warehouse procedures.
Technical Assistance and Coordination
• Demonstrates awareness of the importance of technical assistance and coordination with key stakeholders and an ability to carry out logistics activities, respecting individual mandates and programme priorities.

Standard Minimum Qualifications
Qualification, experience and Languages required
The selected candidate should be
1. Multilingual applicant with experience in customer service
2. Proficient in any or more of these languages Kinyarwada, Kinyabishwa, French, Somali, Kishwahili, Kirundi, Kinyaka, Lingala, Amharic, Karamajong and English
3. Have experience working with WFP or partner organization in community engagement or community mobilisation
4. The candidate possess at least a diploma or bachelor’s degree

Job Experience: No Requirements

Work Hours: 8

Level of Education: Associate Degree

Job application procedure
Please click here to apply.

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