Events & Service Desk Associate, Common Back Office

3 days ago

Hà Nội, Vietnam United Nations Development Programme (UNDP) Full time

**Job Identification**
- 21140

**Locations**
- Ha Noi, Viet Nam**Posting Date**
- 10/04/2024, 05:13 AM
- 10/21/2024, 11:59 AM

**Job Schedule**
- Full time

**Agency**
- UNDP

**Grade**
- NPSA-6

**Vacancy Type**
- National Personnel Service Agreement

**Practice Area**
- Effectiveness

**Contract Duration**
- 1 Year with Possibility for extension

**Vacancy Timeline**
- 2 Weeks

**1. Organization Description**

Launched in early 2006, the Delivering as One (DaO) initiative in Viet Nam was the United Nations’ response to the Vietnamese Government’s call for a more effective UN. It was built focused on six pillars: One Plan, One Budget, One Leader, One Set of Management Practices, One Voice, and the Green One UN House (GOUNH).

The Green One United Nations House (GOUNH) in Hanoi is housing 16 United Nations agencies, with around 450 UN staff, and is managed by the Common Back Office (CBO), which is a customer-centric and cost-effective UN common shared service unit, delivering services through a one-stop shop system.

In early 2023, Viet Nam was selected as one of the first 6 countries globally to launch the CBO 2.0, with its scope of services to be expanded to cover 66 compulsory Tier-1 services identified by the UNSDG Business Innovation Group (BIG). The Viet Nam CBO 2.0 was launched in May 2024 requiring the provision of support to the participating UN agencies in the areas of procurement and human resources in addition to the current 53 services.

UNDP/CBO adopts a portfolio approach to accommodate changing business needs and leverage linkages across interventions to achieve its strategic goals. Therefore, UNDP/CBO personnel are expected to work across units, functions, teams, and projects in multidisciplinary teams in order to enhance and enable horizontal collaboration.

**2. Scope of Work**

The Events and Service Desk Associate is a member of the CBO team and under the overall guidance of the GOUNH CBO Manager and the direct supervision of the Common Services Associate, he/she is responsible for the Events coordination and GOUNH front desk functions with regards to client management, visitor welcome and assistance, client service provision including recording, monitoring and feedback on service requests handled by Back Office Line Managers. He/she will lead the daily operations of the strategic events and is responsible for oversight on all elements of event planning, production, and evaluation. She/he will collaborate closely with staff responsible for content development, participant engagement and relations, communications and media and must have exceptionally strong team and collaboration skills, as well as the ability to manage resources effectively and creatively and shall demonstrate a client-oriented approach, tact, and ability to collaborate with people of different national and cultural backgrounds, ensuring consistency and timeliness of delivery.

**Summary of key functions**:
**a) Business Partnership Management**: manages business partnership, and build ‘customer service awareness’ capacity of the Common Back Office (CBO):

- Establish and maintain high-quality relationships with all GOUNH resident agencies, staff and with external partners in identifying performance gaps and improvements, recommending corrective measures when necessary;
- Monitor GOUNH CBO team’s service performance in real-time throughout Service Management System (SMS) and against set standards (indicators), identify root cause of poor/exceptional performance, intervene as necessary and follow-up with service providers to ensure client satisfaction;
- Utilize SMS to prepare presentation weekly, monthly and annual reports on service provision within the GOUNH;
- S/he and her/his team will serve as first point of contact with clients, and is expected to deliver a full start-to-end service experience that creates client satisfaction also when service demands cannot be met;
- Work actively to promote a service-oriented culture within the GOUNH CBO team, including coordinating and conducting training, workshops and coaching towards service excellence.
- Support the preparation and implementation of the GOUNH CBO Workplan including follow-up on financial reports, payments and queries to promote effective service of the CBO.

**b) Client Satisfaction Management**: develop and implement effective processes and procedures for client services focusing on the achievement of the following results:

- Responsible for client satisfaction by managing the Service Desk team and its inter-action with clients;
- Develop and maintain a set of best practice end-to-end reference for client services and provide feedback to the Common Back Office line managers on areas of improvement and suggest innovative ways to achieve service excellence.
- Design and run periodic client surveys for detailed measurement of client satisfaction and identification of trends, issues and opportunities. Lead action to address adverse issues and trend

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