The United Nations Office at Nairobi (UNON) is the UN headquarters in Africa and the Director-General of UNON is the representative of the Secretary-General in Kenya. UNON supports programme implementation of the United Nations Environment Programme (UNEP), the United Nations Human Settlements Programme (UN-Habitat) and the Resident Coordination System (RCS) globally, as well as other UN offices in Kenya, by providing administrative, security, conference and information services (www.unon.org). This position is located in the United Nations Office at Nairobi (UNON), Central Support Services (CSS), Host Country Services Unit (HCSU). Under the supervision of the Manager, HCSU, the incumbent will be responsible for the following duties:

1. 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). 2. Collects and analyses data to identify trends or patterns and provide insights through graphs, charts, tables and reports. Prepares proposal for automating the process of data extraction, data cleansing and consolidation for the generation of billing statistics as well as preparation of data presentations and reports for information sharing, responding to queries, knowledge management, planning and decision making by the Unit Chief. Prepares data sets upon request; 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. 3. 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. 4. Keeps track of staff members whose tour of duty has ended, monitors clearance requests on the iNeed portal. Ensures that the following exit procedures are completed (return of diplomatic identity cards and red number plates, processing of Pro1C where necessary, transfer of TIMS account to exiting staff member, de-registration in the IPMIS platform and cancellation of work permit exemption where necessary). Follows up the completion of client exit procedures with HCSU protocol assistants before clearing the staff member. 5. 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. Responds to client queries/requests and maintains/updates web pages. 6. 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. 7. Leads annual services surveys, analysis of clients’ responses and supports related workplan development and feedback to clients. 8. Performs other related duties as assigned by the Chief of Unit.

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.

Completion of high school diploma or equivalent is required. Supplementary training in Customer Relationship Management is desirable.

Not available.

A minimum of ten (10) years of relevant and progressively responsible working experience in an international organization or diplomatic missions is required. The minimum years of relevant experience is reduced by two (2) years for candidates who possess a first level University degree. Direct 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.

English and French are the working languages of the United Nations Secretariat. For this position, fluency in English is required. Knowledge of another official United Nations language is desirable. NOTE: “Fluency equals a rating of “fluent” in all four areas (read, write, speak, understand) and ” Knowledge of” equals a rating of ” confident” in two of the four areas.

Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.

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