National Professional Officer (Client Support)

The National Professional Officer (Client Support) provides oversight to the team and expert advice on the support of human resources, finance, travel, and other services offered by the Shared Services Centre (SSC) in Bangkok. The role involves supervising daily operations, monitoring performance, ensuring service standards, and fostering effective client partnerships within the Regional Office for Asia and the Pacific (RAP).

Responsibilities

• Supervises the daily operations and ensures adequate work distribution at all times; monitors individual and team level performance against Key Performance Indicators (KPIs) and addresses any issues to ensure that the service standards are met.
• Monitors overall quality assurance including queries and transaction requests received by SSC; serves as escalation point for processors; resolves complex transactional issues and client inquiries; identifies and escalates potential issues/risks and technology improvement opportunities.
• Fosters effective client partnerships and joint accountability for process outcomes; coordinates Service Level Agreement (SLA) implementation and maintenance; supports periodic SLA performance reviews with clients.
• Reviews and analyses requests for changes to services and scope; contributes to the performing of periodic quality assurance reviews for the various operational areas.
• Supervises staff and assesses training and/or developmental needs and provides the necessary guidance and/or coaching; coordinates onboarding and training programme for newcomers in the team.
• Coordinates the provision of advice to managers and initiators on appropriate approaches to be used in resolving any potential issues (HR, Travel, and other SSC-related services).

Requirements

• National of Thailand
• Advanced university degree (Master's degree or equivalent) in human resources, business administration, industrial psychology or a related field.
• One year of relevant professional experience in human resources management and/or administration and/or finance and/or travel management in an international organization.
• Working knowledge (proficiency - level C) of English and of the local language (Thai).
• Work experience in more than one location or area of work, particularly in field positions is desirable.
• Extent and relevance of experience in the field of general administration including human resources, travel or finance management.
• Extent and relevance of experience in supervising teams.
• Extent of knowledge of UN or standard operational rules and procedures and project/programme administrative management procedures is considered an asset.
• Knowledge of an Enterprise Resource Planning (ERP) business management software (e.g. Oracle, SAP).
• Extent and relevance of experience in shared services and/or business support centre is desirable.
• Intermediate knowledge (intermediate proficiency - level B) of another FAO official language (Arabic, Chinese, French, Russian or Spanish) is considered an asset.

Skills

• Human Resources Management
• Business Administration
• Industrial Psychology
• Finance Management
• Travel Management
• Team Supervision
• UN Operational Procedures
• Project Administration
• Enterprise Resource Planning
• Oracle
• SAP
• Shared Services
• Client Support
• Performance Monitoring
• Service Standards Enforcement

Languages

English, Thai