DEADLINE FOR APPLICATIONS

2 February 2025-23:59-GMT+03:00 Arabian Standard Time (Aden)

WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.

ABOUT WFP

The World Food Programme is the world’s largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity, for people recovering from conflict, disasters and the impact of climate change.

At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP's values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.

To learn more about WFP, visit our website: https://www.wfp.org and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter, TikTok.

WHY JOIN WFP? 

• WFP is a 2020 Nobel Peace Prize Laureate.
• WFP offers a highly inclusive, diverse, and multicultural working environment.
• WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities.
• A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe.
• We offer an attractive compensation package (please refer to the Terms and Conditions section of this vacancy announcement).

JOB TITLE: Business Support Assistant (CFM/Hotline Operator)
Grade: SC4
Number of Openings: 3
UNIT/DIVISION: RAM
DUTY STATION (City, Country): Sana'a, Yemen
DURATION: 12 Months
REPORTING TO: M&E Officer

BACKGROUND:

The United Nations World Food Programme 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.

The World Food Programme Yemen activities include general food assistance for relief, emergency school feeding, nutrition and food assistance for assets creation through provision of in-kind and cash-based transfers.

WFP Yemen country office has a Hotline, which operates the country office centralized complaints and feedback mechanism and receives feedback from beneficiaries and community members across the country.

Key responsibilities:

The Business Support Assistant (CFM Hotline Operator) will work in the WFP Yemen CFM Hotline under operational supervision of the CFM team leader and with the oversight of the Programme Policy Officer (CFM Manager) and is responsible for the following duties:

• Carry out duties of hotline operator for the complaints and feedback mechanism including, but not limited to, receiving a maximum number of calls during working hours without compromising data quality, logging in and managing logged complaints and response in the case management software and/or database, sharing case info with relevant functional units/offices, and closing the feedback loop as defined in the CFM standard operating procedures  
• Provide callers with relevant and accurate information on WFP programmes and interventions and act as a point of contact between different WFP Yemen offices/units and WFP beneficiaries  
• Maintain a respectful and objective stance when receiving feedback, treat callers and colleagues with dignity and adhere to WFP’s ethical standards.
• Pay particular attention when receiving sensitive and high-risk case types and incident reports and ensure they are forwarded through proper channels and as defined in CFM SOP and in Yemen Country Office guidance, keeping in mind data privacy and protection
• Take responsibility for data integrity to facilitate availability of accurate information in WFP corporate and CO systems, and CFM databases
• Disseminate information on WFP programme implementation and assistance entitlements to beneficiaries through different communication channels, as required
• Contribute to the CFM progress and performance reporting by providing inputs
• Perform other tasks when required

STANDARD MINIMUM QUALIFICATIONS:

Education:  Completion of secondary school education. A post-secondary certificate in the related functional area is desirable.

Language: Fluent (level C) English and Arabic in both oral and written communication.

Experience: 4 years or more of progressively responsible work experience in the relevant field at least one of which in programme implementation of humanitarian operations.

Knowledge & Skills: Proficient in the use of office equipment and computer software packages, such as Microsoft Word, Outlook, Excel; Knowledge of work routines and methods in order to complete processes under minimal supervision; Uses tact and courtesy to give and receive information to a wide range of individuals; Ability to identify data discrepancies and rectify problems requiring attention.

TERMS AND CONDITIONS

• By submitting your application, you have read the Terms of Reference for this position and agree that any false, wrong or incomplete information might lead to your disqualification in this recruitment process
• WFP staff who are still under probation period are not eligible to apply for another FT position.
• The applicant should be a Yemeni national or having work/residency permit.
• Only candidates who are short-listed will be contacted.
• Applications must be submitted online with:
  Use English language only.
  Indicate all your job TOR.
  Indicate clear years of experience with each job (month/year)
• (NB: Successful candidates vetted as viable candidates through the application process will be retained on internal roster for a two-year period and may be given further consideration for future similar specific position advertised in the duty station.)

WFP LEADERSHIP FRAMEWORK

WFP Leadership Framework guides to the common standards of behavior that guide HOW we work together to accomplish our mission.

Click here to access WFP Leadership Framework

REASONABLE ACCOMMODATION

WFP is dedicated to fostering diversity, equity, and inclusion. Our recruitment process is inclusively crafted to welcome candidates of all backgrounds, celebrating diversity and ensuring a respectful environment for all. We aim for an accessible and fair recruitment journey. Should you need any reasonable accommodations or have accessibility concerns, please reach out to us confidentially at global.inclusion@wfp.org. Our DEI team is here to ensure your full participation in our recruitment process.

NO FEE DISCLAIMER

The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.

REMINDERS BEFORE YOU SUBMIT YOUR APPLICATION

• We strongly recommend that your profile is accurate, complete, and includes your employment records, academic qualifications, language skills and UN Grade (if applicable).
• Once your profile is completed, please apply, and submit your application.
• Please make sure you upload your professional CV in the English language
• Kindly note the only documents you will need to submit at this time are your CV and Cover Letter
• Additional documents such as passport, recommendation letters, academic certificates, etc. may potentially be requested at a future time
• Please contact us at global.hrerecruitment@wfp.org in case you face any challenges with submitting your application
• Only shortlisted candidates will be notified

All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.