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 

Under the overall guidance of the Common Back Office Manager and the direct supervision of the Events & Service Desk Associate, the CBO Receptionist in the Green One United Nations House (GOUNH) serves as Front Line staff for all service provision within the GOUNH. The CBO Receptionist is responsible for client experience from the start-to-end and is responsible for client satisfaction. The CBO Receptionist welcomes visitors to the GOUNH. The Receptionist also screens and routes incoming requests from GOUNH clients.

The CBO Receptionist provides services to all UN agencies in the GOUNH, and as the first point of contact of all visitors in the GOUNH will appear to be representable to safeguard the image of the United Nations.

Summary of key functions:

Provide presentable front-desk service services, focusing on the achievement of the following results:

• Provide service-minded assistance to all staff, visitors and callers with directions and accurate information related to systems and staff in the GOUNH
• Coordinate visits with staff in accordance with GOUNH security procedures

Receive records, routes and monitors response on all service requests for all services within the GOUNH, focusing on achievement of the following results:

• Receive service requests via web-based service platform, by phone or email, decide on appropriate response and assign service requests to the appropriate staff or technician
• Follow-up on response to service requests and monitor performance of the outsourced service providers to ensure clients have positive service experiences.

Brief clients on GOUNH functions and internal systems, focusing on the achievement of the following results:

• Ensure communication packages and handouts are available to staff and visitors
• Remain updated on GOUNH functions and systems, and provide updated information and assistance to staff and visitors
• Support UN agencies in completing and submitting their demand via the web-based service request platform
• Ensure timely communication of the cost recovery of the mail and pouch services

Ensure effective management of meeting rooms and events, focusing on the achievement of the following results:

• Management of bookings physically and virtually on the GOUNH Intranet
• Ensure requests for facility management, catering and IT equipment requirements are met and properly fulfilled by competent CBO staff
• Ensure notification/confirmation of bookings; make periodic reporting as required.
• Support the Events & Service Desk Associate to provide events management services to GOUNH clients when required

1. Screen and route incoming telephone calls, focusing on the achievement of the following results

• Operate and manage the telephone switchboard in accordance with the appropriate protocol

Maintain/update UN Staff Directory, focusing on the achievement of the following results:

• Maintain a staff directory with information on staff functions, contact information, access rights, service request history, etc.
• Maintain and manage up-to-date UNall user accounts to ensure uninterrupted services for GOUNH clients

The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the CBO.

3.      Institutional Arrangement

Under the overall guidance of the GOUNH CBO Manager and the direct supervision of the Events & Service Desk Associate, the Receptionist works in close collaboration with the CBO team, UNDP as CBO’s hosting agency and provider of legal framework for the CBO to function and other UN agencies staff to exchange information and ensure consistent service delivery.

An Organigram is attached as an Annex to show the position of this function within the office and unit structure.

4. Competencies

5.      Minimum Qualifications