Senior Liaison Assistant, G7 Liaison Assistant (Records Management), G6 Human Resources Assistant, G5

Responsibilities

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

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