National Professional Officer (Client Support)
Organizational Context
The Food and Agriculture Organization of the United Nations (FAO) supports the transformation to efficient, inclusive, resilient, and sustainable agrifood systems to improve production, nutrition, the environment, and quality of life. FAO's commitment to environmental sustainability is integral to its strategic objectives. The Regional Office for RAP leads FAO's regional response for food security, agriculture, and rural development, ensuring a multidisciplinary approach and overseeing strategic responses to regional priorities. RAP also advises on incorporating regional priorities into the Programme of Work and Budget and implements approved programmes in the region.
Job Purpose
The National Professional Officer (Client Support) provides oversight to the team and expert advice on human resources, finance, travel, and other services offered by the Shared Services Centre (SSC). The role ensures effective and efficient administrative support, supervises the SSC team, and monitors performance against Key Performance Indicators (KPIs). This position serves as an escalation point for complex transactional issues and client inquiries, fostering effective client partnerships and coordinating Service Level Agreement (SLA) implementation. The officer also reviews requests for service changes, contributes to quality assurance, and coordinates training and onboarding for new team members.
Responsibilities
Supervises daily operations and ensures adequate work distribution, monitoring individual and team performance against KPIs to meet service standards. Monitors overall quality assurance for queries and transactions, acting as an escalation point for complex issues and identifying potential risks or technology improvement opportunities. Fosters client partnerships and accountability for process outcomes, coordinating SLA implementation and supporting performance reviews. Reviews and analyzes requests for service changes, contributing to quality assurance reviews across operational areas. Supervises staff, assesses training needs, provides guidance and coaching, and coordinates onboarding and training programs for new team members. Coordinates advice to managers and initiators on appropriate approaches for resolving HR, travel, and other SSC-related service issues.
Work Experience
One year of relevant professional experience in human resources management, administration, finance, or travel management within an international organization. Experience in more than one work location or area, particularly in field positions, is desirable.
Skills
Proficiency in supervising teams and managing general administration, including HR, travel, or finance. Knowledge of UN operational rules and procedures or project/programme administrative management is an asset. Familiarity with Enterprise Resource Planning (ERP) business management software (e.g., Oracle, SAP) is beneficial. Experience in shared services or business support centers is desirable. Intermediate knowledge (level B) of another FAO official language (Arabic, Chinese, French, Russian, or Spanish) is considered an asset.