Travel Services Officer (for internal and external candidates - Candidates who applied before, are encouraged to re-apply)
Organizational Context
The United Nations Relief and Works Agency (UNRWA) is a UN entity established in 1949, mandated to assist and protect approximately 5.8 million registered Palestine refugees across the Middle East. UNRWA provides essential services including education, healthcare, and social services, operating as the largest UN mission in the region with over 30,000 staff. This role is within the Administrative Services Section at HQ Amman, reporting to the Head of Administrative Services.
Job Purpose
The Travel Services Officer is responsible for coordinating and managing all travel-related processes for international staff, ensuring timely, efficient, and compliant services. This includes managing onboarding and separation travel, visa and UNLP issuance, customs clearance, and duty-free privileges. The role involves overseeing official, emergency, and VIP travel, certifying transactions, and managing travel agent performance. Additionally, the officer is tasked with developing and implementing onboarding protocols, providing operational and strategic support to the supervisor, and managing the agency-wide automation of the travel process through the Travel Management System (TMS). The position also focuses on reporting, compliance, and promoting sustainable travel practices.
Responsibilities
Manage end-to-end travel processes for international staff, including onboarding, separation, and routine travel, ensuring compliance with UNRWA regulations. Oversee the issuance, renewal, and cancellation of travel documents, including UN Laissez-Passer (UNLPs), in coordination with UNOG/UNHQ. Handle customs clearance for shipments, equipment, and personal effects, and manage duty-free privileges for vehicles and personal items. Coordinate visa and permit acquisition for staff and official travelers from host government authorities and embassies. Certify and approve travel requests, authorizations, tickets, invoices, and claims, and monitor travel agent performance. Develop and implement standardized onboarding plans and protocols for new hires. Provide operational support, including securing official documents and managing travel and accommodation arrangements. Draft official communications and circulars related to travel, visa, and UNLP matters. Contribute to strategic support by drafting office instructions, developing SOPs, providing technical guidance to field offices, and preparing reports for oversight bodies. Manage the agency-wide automation of the travel process via the Travel Management System (TMS). Prepare operational reports, including carbon emission tracking, and provide analysis for sustainable travel practices. Provide functional guidance and on-the-job training to travel unit staff.
Work Experience
A minimum of six years of progressively responsible relevant work experience in travel, visa, protocol, or related administrative services is required, with at least two years in an international or large multicultural organization. Experience in handling official travel documents, certifying transactions, processing travel claims, and liaising with government authorities is essential. Proven experience in staff supervision, contract management, and knowledge of ERP systems like SAP are also required.
Skills
Relating and Networking, Planning and Organizing, Leading and Supervising, Accountability, Client Orientation, Teamwork, Communication, Working with People, Drive for Results.