Org. Setting and Reporting

The United Nations Office at Nairobi (UNON) is the United Nations headquarters in Africa and the representative office of the Secretary-General. We support programme implementation of the United Nations Environment Programme (UNEP), the United Nations Human Settlements Programme (UN-Habitat) and the Resident Coordinator System (RCS) globally, as well as other United Nations offices in Kenya, by providing administrative, conference and information services (www.unon.org).

This post is located in the Host Country Services Unit (HCSU), Central Support Services, Division of Administrative Services, United Nations Office at Nairobi. Under the supervision of the Manager, HCSU, the incumbent will serve as the Customer Relationship Management (CRM) focal point performing the following duties:

Responsibilities

1. Addresses client concerns and complaints, participates in meetings with clients. Holds regular progress meetings with Focal points. Carries out periodic reviews, identifies issues and initiates requisite follow-up actions. Prepares briefs and background documentation prior to meeting. Documents main decisions/actions agreed at meeting and follows up till resolved. Attends UNON Division of Administrative Services (DAS) CRM related meetings to ensure coherence and coordination between the Unit and CRM function in UNON DAS. Supports the Chief, HCSU by preparing relevant reports and presentations for the Common Services Management Team (CSMT).

2. Leads development of the Customer Relationship Management (CRM) documents repository. Ensures that individual client related information/documentation is always updated in the repository. Maintains mailing list for client agency focal points and ensures regular updates of client focal point information in CRM repository. Prepares periodic ageing reports for the Chief, HCSU, on applications processed. Keeps track of complaints received and common queries and establishes a Frequently Asked Questions database.

3. Keeps track of incoming and outgoing correspondence for the Unit and ensures that all communication is easily retrieved when required. Supports development and production of communication products/services, brochures, newsletters, and other materials and provides specialized assistance in the production and delivery of information communications products and services. Publishes articles approved by the Unit Chief on UNON DAS and the UNON DAS HCSU SharePoint sites on a regular basis. Drafts broadcasts to clients to update them on current issues as required. Prepares draft briefing notes, talking points and presentations for the Chief of Unit. Records and maintains meeting minutes and follows up on action points.

4. Supports continuous training to staff members in the unit as required, and guidance in client orientation. Provides induction orientation and briefing to new staff members, officers at the UN-GoK Service Centre, and interns.

5. Leads annual services surveys, analysis of clients’ responses and supports related workplan development and feedback to clients.

6. Collects and analyses data to identify trends or patterns and provide insights through graphs, charts, tables and reports using data visualization methods to enable data-driven planning and decision-making by the Unit Chief.

7. Performs other duties as assigned by the Chief of Unit.

Competencies

PROFESSIONALISM: A practical understanding of the Host Country Agreement (HCA) of 1975 between the Government of Kenya and the UN. Ability to correctly apply legal provisions of the HCA. Ability to perform analysis, modeling and interpretation of data in support of decision-making. Shows pride in work and in achievements. Demonstrates professional competence and mastery of subject matter. Is conscientious and efficient in meeting commitments, observing deadlines and achieving results. Is motivated by professional rather than personal concerns. Shows persistence when faced with difficult problems or challenges; remains calm in stressful situations. Commitment to implementing the goal of gender equality by ensuring the equal participation and full involvement of women and men in all aspects of work.

COMMUNICATION: Speaks and writes clearly and effectively. Listens to others, correctly interprets messages from others and responds appropriately. Asks questions to clarify, and exhibits interest in having two-way communication. Tailors language, tone, style and format to match the audience. Demonstrates openness in sharing information and keeping people informed.

CLIENT ORIENTATION: Considers all those to whom services are provided to be “clients” and seeks to see things from clients’ point of view. Establishes and maintains productive partnerships with clients by gaining their trust and respect. Identifies clients’ needs and matches them to appropriate solutions. Monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems. Keeps clients informed of progress or setbacks in projects. Meets timeline for delivery of products or services to client.

Education

Completion of high School Diploma or equivalent is required. Supplementary training in Customer Relationship Management is desirable.

Passing the Global General Service Test (GGST) is a prerequisite for recruitment consideration in the General Services and related categories in the United Nations Secretariat. Successful passing of the Administrative Support Assessment Test (ASAT) in English at the United Nations Headquarters (UNHQ), Economic Commission for Africa (ECA), Economic and Social Commission for Western Asia (ESCWA), United Nations Office at Geneva (UNOG), United Nations Office at Vienna (UNOV), International Criminal Tribunal for Rwanda (ICTR) or International Criminal Tribunal for the former Yugoslavia (ICTY) may be accepted in lieu of the GGST. The GGST is administered to applicants when required before the administration of a written assessment and/or interview.

Work Experience

A minimum of ten (10) years of relevant and progressively responsible working experience in an international organization/diplomatic mission is required. The minimum years of relevant experience is reduced by two years for candidates who possess a first level University degree.

At least five (5) years of hands-on experience in the administration of privileges and immunities of international/diplomatic organizations in Kenya is required.

Experience in supervising a group of at least ten (10) mid-level subordinates is required.

Knowledge of UN policies, procedures and operations related to the administration of privileges is desirable.

Proficiency in the use of desktop publishing software is desirable.

1 year or more of experience in data analytics or related area is desirable.

Languages

English and French are the working languages of the United Nations Secretariat. For the post advertised, fluency in English and Swahili is required. Knowledge of another official United Nations language is desirable.

NOTE: “Fluency equals a rating of “fluent” in all four areas (read, write, speak, understand) and ” Knowledge of” equals a rating of ” confident” in two of the four areas.

Assessment

Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.

Special Notice

Appointment against this position is for an initial period of one year and may be subject to extension. Appointment against this post is on local basis. External candidates will be considered only when no suitable candidate from the duty station is identified. This position is subject to local recruitment pursuant to staff rule 4.4 of the United Nations Staff Rules. All staff in the General Service and related categories shall be recruited in the country or within commuting distance of each office, irrespective of their nationality and of the length of time they may have been in the country. A staff member subject to local recruitment shall not be eligible for the allowances or benefits exclusively applicable to international recruitment. The candidate is responsible for any travel expenses incurred to take-up the appointment.

Staff members are subject to the authority of the Secretary-General and to assignment by him or her. In this context, all staff are expected to move periodically to new functions in their careers in accordance with established rules and procedures.

The United Nations Secretariat is committed to achieving 50/50 gender balance in its staff. Female candidates are strongly encouraged to apply for this position.

Internal Applicants – when completing the PHP, ensure ALL fields, ALL professional experience and contact information are completed and up todate. This information is the basis for the hiring manager to assess your eligibility and suitability for the position and to contact you. At the United Nations, the paramount consideration in the recruitment and employment of staff is the necessity of securing the highest standards of efficiency, competence and integrity, with due regard to geographic diversity. All employment decisions are made on the basis of qualifications and organizational needs. The United Nations is committed to creating a diverse and inclusive environment of mutual respect. The United Nations recruits and employs staff regardless of gender identity, sexual orientation, race, religious, cultural and ethnic backgrounds or disabilities. Reasonable accommodation for applicants with disabilities may be provided to support participation in the recruitment process when requested and indicated in the application.

All applicants are strongly encouraged to apply on-line as soon as possible after the job opening has been posted and well before the deadline stated in the job opening. Online applications will be acknowledged where an email address has been provided. If you do not receive an e-mail acknowledgement within 24 hours of submission, your application may not have been received. In such cases, please resubmit the application, if necessary. If the problem persists, please seek technical assistance through the Inspira “Need Help?” link.

United Nations Considerations

According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Candidates will not be considered for employment with the United Nations if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. The term “sexual exploitation” means any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes, including, but not limited to, profiting monetarily, socially or politically from the sexual exploitation of another. The term “sexual abuse” means the actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions. The term “sexual harassment” means any unwelcome conduct of a sexual nature that might reasonably be expected or be perceived to cause offence or humiliation, when such conduct interferes with work, is made a condition of employment or creates an intimidating, hostile or offensive work environment, and when the gravity of the conduct warrants the termination of the perpetrator’s working relationship. Candidates who have committed crimes other than minor traffic offences may not be considered for employment.

Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible. The United Nations places no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. The United Nations Secretariat is a non-smoking environment.

The paramount consideration in the appointment, transfer, or promotion of staff shall be the necessity of securing the highest standards of efficiency, competence, and integrity. By accepting an offer of appointment, United Nations staff members are subject to the authority of the Secretary-General and assignment by him or her to any activities or offices of the United Nations in accordance with staff regulation 1.2 (c). In this context, all internationally recruited staff members shall be required to move periodically to discharge new functions within or across duty stations under conditions established by the Secretary-General.

Applicants are urged to follow carefully all instructions available in the online recruitment platform, inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side of the inspira account-holder homepage.

The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application.

Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date.

No Fee

THE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.