Organization Description 

Launched in early 2006, the Delivering as One (Dainitiative 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 (GOUN.

The Green One United Nations House (GOUNin Hanoi is housing 16 United Nations agencies, with around 450 UN staff, and is managed by the Common Back Office (CB, which is a customercentric and costeffective UN common shared service unit, delivering services through a onestop shop system.

In early 2023, Viet Nam was selected as one of the first 6 countries globally to launch the CBO 0, with its scope of services to be expanded to cover 66 compulsory Tier1 services identified by the UNSDG Business Innovation Group (BI. The Viet Nam CBO 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.

      Scope of Work 

The Events and Service Desk Associate is a member of the CBO team and under the overall guidance of the GOUNH CBO Manager and the direct supervision of the Common Services Associate, he/she is responsible for the Events coordination and GOUNH front desk functions with regards to client management, visitor welcome and assistance, client service provision including recording, monitoring and feedback on service requests handled by Back Office Line Managers. He/she will lead the daily operations of the strategic events and is responsible for oversight on all elements of event planning, production, and evaluation. She/he will collaborate closely with staff responsible for content development, participant engagement and relations, communications and media and must have exceptionally strong team and collaboration skills, as well as the ability to manage resources effectively and creatively and shall demonstrate a clientoriented approach, tact, and ability to collaborate with people of different national and cultural backgrounds, ensuring consistency and timeliness of delivery.

Summary of key functions:

Business Partnership Management: manages business partnership, and build ‘customer service awareness’ capacity of the Common Back Office (CB:

• Establish and maintain highquality relationships with all GOUNH resident agencies, staff and with external partners in identifying performance gaps and improvements, recommending corrective measures when necessary;
• Monitor GOUNH CBO team’s service performance in realtime throughout Service Management System (SMand against set standards (indicator, identify root cause of poor/exceptional performance, intervene as necessary and followup with service providers to ensure client satisfaction;
• Utilize SMS to prepare presentation weekly, monthly and annual reports on service provision within the GOUNH;
• S/he and her/his team will serve as first point of contact with clients, and is expected to deliver a full starttoend service experience that creates client satisfaction also when service demands cannot be met;
• Work actively to promote a serviceoriented culture within the GOUNH CBO team, including coordinating and conducting training, workshops and coaching towards service excellence.
• Support the preparation and implementation of the GOUNH CBO Workplan including followup on financial reports, payments and queries to promote effective service of the CBO.

Client Satisfaction Management: develop and implement effective processes and procedures for client services focusing on the achievement of the following results:

• Responsible for client satisfaction by managing the Service Desk team and its interaction with clients;
• Develop and maintain a set of best practice endtoend reference for client services and provide feedback to the Common Back Office line managers on areas of improvement and suggest innovative ways to achieve service excellence.
• Design and run periodic client surveys for detailed measurement of client satisfaction and identification of trends, issues and opportunities. Lead action to address adverse issues and trends;
• Monitor client satisfaction in real time, as reported by the ticket closure microsurvey tool, and take immediate action if necessary;
• Act as tier 1 escalation for clients’ complaints (tier 2:  CBO line managers; tier 3: Common Back Office Manage. Identify corrective measures and actions to resolve the complaints in an inclusive manner.
• Ensure high standard operating procedures (SOP, including contingency backup procedures, are in place to meet client requests and ensure client satisfaction.

Oversight of event preparation, implementation and knowledge sharing:

• Work closely with the resident agencies, communications staff as well as UN Resident Coordinator’s office to develop materials that articulate and effectively promote events to target audiences and prospective stakeholders;
• Source venues and oversee purchasing and service needs, including translation and interpretation services, catering and rental needs;
• Coordinate closely with event organizers to keep the event planning on track with comprehensive budget plan, ensure financial resources are allocated effectively;
• Conduct postevent debriefing sessions with relevant colleagues and provide postevent analysis and participant feedback to ensure evaluative feedback incorporation into future plan;
• Direct daytoday operations of UN strategic events, establish task assignments and project plans;
• Create and maintain standards and internal processes to ensure that all meetings/events are efficient, effective and accurately project the Vietnam One UN visibility.

Common Business Operations and reform agenda advancement: contribute to the advancement of a common business operations strategy and reform agenda for the UN in Vietnam, in line with the UN Secretary General reform agenda.

• Continuous improvement of business processes to enhance efficiency and effectiveness;
• Monitoring and data collection in assigned service areas;
• Support to common operations planning and management;
• Provide guidance and inputs to the clients on related processes;
• Sound contributions to knowledge networks and communities of practice

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

      Institutional Arrangement

Under the overall guidance of the GOUNH CBO Manager and the direct supervision of the Common Services Associate, the Events and Service Desk Associate 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

Competencies

      Minimum Qualifications