UNWFP – Syria Corridor in Beirut – Programme Associate (CFM Manager) (SC6)

DEADLINE FOR APPLICATIONS

10 September 2024-23:59-GMT+02:00 Eastern European Time (Beirut)

WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.

ABOUT WFP

The World Food Programme is the world’s largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity, for people recovering from conflict, disasters and the impact of climate change.

At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP’s values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.

To learn more about WFP, visit our website: https://www.wfp.org and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter.

WHY JOIN WFP?

• WFP is a 2020 Nobel Peace Prize Laureate.
• WFP offers a highly inclusive, diverse, and multicultural working environment.
• WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities.
• A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe.
• We offer an attractive compensation package (please refer to the Terms and Conditions section of this vacancy announcement).

TERMS AND CONDITIONS

Contract Type: Service Contract

Grade: Level 6
Duration: 12 months
Duty Station: Beirut, Lebanon

Unit/Division: Programme Unit – Gender Protection and AAP team

ORGANIZATIONAL CONTEXT

Over more than a decade, Syria has faced a relentless crisis that has driven hunger and humanitarian needs to unprecedented heights. The convergence of ongoing insecurity, widespread displacement, economic deterioration, infrastructural damage, and inadequate basic services has severely heightened vulnerability among men, women, and children. According to the 2023 Humanitarian Needs Overview (HNO), a staggering 12.9 million people, or 55% of the population, are food insecure, including 3.1 million facing severe food insecurity. Additionally, 2.6 million people are at imminent risk of becoming food insecure. In today’s Syria, the minimum wage can only afford a fifth of a family’s food needs.

In this dire context, the presence of the World Food Programme (WFP) remains vital. Under its current Country Strategic Plan (2022-2025), WFP continues to provide life-saving and transformative assistance through emergency and targeted food assistance, nutritional support for vulnerable women, girls, and children, early recovery efforts, school feeding programmes, and support for humanitarian partners. Additionally, WFP is innovating service delivery mechanisms to ensure additional transparency and accountability to the communities it serves. Faced with reduced funding, WFP is transitioning to a prioritized assistance framework and seeks energetic, self-driven, and passionate individuals to support its vision of an agile, responsive, and above all person-centric operation.

JOB PURPOSE

To ensure effective complementarity between WFP’s CFM Mechanism, partner CFMs and inter-agency AAP mechanisms, initiatives and processes, WFP establishes CFMs in line with WFP corporate guidance and policies and is, therefore, enabled to refer allegations of sexual exploitation and abuse, harassment, fraud, corruption and quality issues.

To ensure the quality and effectiveness of WFP’s CFM in Syria country office, WFP seeks a CFM Manager to design and manage the implementation of CFM processes and structures that will enable it to achieve its core objectives:

• Uphold its commitments to be accountable to affected populations by helping enable participation and centralization of affected populations in WFP decision-making.
• Quickly identify and mitigate risks to both affected populations and the organization.
• Adapt programming to improve the effectiveness of WFP assistance by meaningfully engaging with affected populations.

KEY ACCOUNTABILITIES (not all-inclusive, nor exhaustive)

Under the overall guidance and supervision of the team lead of (Gender/Protection and AAP), and with the support of the Programme Policy Officer (PPO) – AAP, the CFM Manager is the primary responsible for ensuring the day-to-day implementation and functionality of the CFM, including the management of CFM employees, the information management system, the quality assurance of CFM information and case management, and the meeting of all deliverables.

The CFM Manager will have the following responsibilities:

• Coordinate the WFP NWS Call Centre, ensuring that WFP procedures for recording, handling, referring, and closing cases are adequately followed, and that the centralized database, Sugar CRM, is properly maintained.
• Provide technical support for the CFM scale-up strategy for NWS region, implement the CFM standardization plan, and support the development of training and CFM materials.
• Facilitate capacity building of WFP staff, cooperating partners, service provider, on the CFM processes – data collection, case management, analysis and resolution in line with WFP Protection and Accountability to Affected Populations Policy, data protection and privacy policy and principles.
• Lead and ensure accurate, timely recording of data within the specific technical area of work (e.g. call center data; helpdesk complaints; validation data etc.) and consistency of information presented to stakeholders.
• Extract and clean information from Sugar CRM system and assign for actioning per category on regular basis. Follow-up on actions taken per category and report back on results when needed.
• Expedite case resolution rates by integrating the CFM channels with relevant information systems that provide up-to-date and accurate information and facilitate the closure of feedback loops by coordinating outbound calls.
• Ensure all sensitive information on beneficiaries/ non beneficiaries is kept confidential and a system is put in place to manage and address complaints. Continuously monitor that data protection provisions are adhered to.
• Develop and maintain an updated list of CFM focal points, as well as safe and functional external referral matrices / pathways.
• Coordinate and liaise with internal counterparts on a range of complex matters (e.g. beneficiary inclusion and exclusion; improvement of cash-based transfer processes in response to complaints etc.) to enable effective collaboration, implementation and monitoring of ongoing project activities.
• Facilitate a variety of technical reports, substantial data analysis (e.g. call Centre data; helpdesk complaints; validation data etc.), generate dashboards, make recommendations to supervisors, ensuring deliverables adhere to corporate standards and quality control.
• Serve as the primary liaison for WFP regarding any contractual agreements supporting the function of the HELPLINE/CFM CHANNEL, coordinating closely with the assigned project manager. This role includes regular coordination on WFP’s needs and plans, managing invoice processes, verifying payments upon submission, and contributing to expenditure planning and procurement needs.
• Act as a point of contact for resolution of a range of operational queries and problems within CFM and coordinate the referral efforts to other stakeholders in line with the CFM standard operating procedures.
• Facilitate roll out of the CFM and various new initiatives through community sensitization and awareness creation efforts.
• Perform other duties as required.

The CFM Manager will receive and apply the necessary training to conduct their work in a professional manner, in accordance with the UN’s three core principles of integrity, professionalism and respect for diversity, and in compliance with WFP’s code of conduct and confidentiality oath.

QUALIFICATIONS AND EXPERIENCE

Education: Completion of secondary school education and a post-secondary certificate in related functional areas.

Experience:

• At least four (4) years of progressively responsible experience related to monitoring, research, programme management or CFM management, plus two (2) years of experience in any other field.
• Experience in contributing to the implementation of Programme CFM operations and call center operations.
• Experience in supervising and leading staff and providing technical support and guidance.

Work experience with a UN agency or international organization, or applied knowledge of the humanitarian, development and/or peace building architecture CFM would be an asset.

Knowledge and Skills

The following knowledge and skills are required:

• Excellent customer care and communication skills, a clear and friendly attitude and the ability to follow and to give clear instructions.
• Knowledge of Core Humanitarian standards, accountability and community engagement practices and methodologies in the humanitarian sector.
• Excellent team management and performance management skills.
• The ability to deliver constructive feedback, praise, and recommendations in a respectful and professional manner.
• The ability to provide ongoing support, guidance, and feedback to the operators, and help them improve their skills and performance.
• Ability to motivate and inspire operators to achieve their goals and objectives.
• The following knowledge and skills are desired:
• Attention to detail and ability to work under pressure and multi-task in a professional manner, while meeting targets in a high-pressure environment.
• Demonstrated ability to coordinate and collaborate with internal and external stakeholders and represent organizational interests in internal and external meetings.

Language:

Fluency (level C) in English and Arabic languages.

WFP LEADERSHIP FRAMEWORK

WFP Leadership Framework guides to the common standards of behavior that guide HOW we work together to accomplish our mission.

https://docs.wfp.org/api/documents/WFP-0000157166/download/

REASONABLE ACCOMMODATION

WFP is dedicated to fostering diversity, equity, and inclusion. Our recruitment process is inclusively crafted to welcome candidates of all backgrounds, celebrating diversity and ensuring a respectful environment for all. We aim for an accessible and fair recruitment journey. Should you need any reasonable accommodations or have accessibility concerns, please reach out to us confidentially at [email protected]. Our DEI team is here to ensure your full participation in our recruitment process.

NO FEE DISCLAIMER

The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.

REMINDERS BEFORE YOU SUBMIT YOUR APPLICATION

• We strongly recommend that your profile is accurate, complete, and includes your employment records, academic qualifications, language skills and UN Grade (if applicable).
• Once your profile is completed, please apply, and submit your application.
• Please make sure you upload your professional CV in the English language
• Kindly note the only documents you will need to submit at this time are your CV and Cover Letter
• Additional documents such as passport, recommendation letters, academic certificates, etc. may potentially be requested at a future time
• Please contact us at [email protected] in case you face any challenges with submitting your application
• Only shortlisted candidates will be notified

All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.