UNDP Events & Service Desk Associate, Common Back Office || Apply Now

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.

Key Functions of Events & Service Desk

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

• Establish and maintain high-quality 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 real-time throughout Service Management System (SMS) and against set standards (indicators), identify root cause of poor/exceptional performance, intervene as necessary and follow-up with service providers to ensure client satisfaction;
• S/he and her/his team will serve as first point of contact with clients, and is expected to deliver a full start-to-end service experience that creates client satisfaction also when service demands cannot be met;
• Support the preparation and implementation of the GOUNH CBO Workplan including follow-up on financial reports, payments and queries to promote effective service of the CBO.

b) 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 inter-action with clients;
• Develop and maintain a set of best practice end-to-end 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;
• Ensure high standard operating procedures (SOPs), including contingency back-up procedures, are in place to meet client requests and ensure client satisfaction.

c) 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;
• Direct day-to-day 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.

d) 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

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Required skills 

• Planning and organization skills are advantages.
• Possession of certifications in Hotel Management, event management is desirable.
• Experience in Front Desk service provision or hospitality industry or similar in an international environment performing high-end services.
• Experience in procurement of goods and services for events, operational projects.
• Experience in the use of corporate Service Request Management platform such as ServiceNow or similar is an advantage.
• Experience in the use of computers, office software packages (MS Word, Excel, etc.), database systems

Required Language(s)

• Fluency in English and Vietnamese

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