1.ย ย ย ย ย Organization Descriptionย
Launched in early 2006, the Delivering as One (DaO) initiative in Viet Nam was the United Nationsโ response to the Vietnamese Governmentโs call for a more effective UN. It was built focused on six pillars: One Plan, One Budget, One Leader, One Set of Management Practices, One Voice, and the Green One UN House (GOUNH).
The Green One United Nations House (GOUNH) in Hanoi is housing 16 United Nations agencies, with around 450 UN staff, and is managed by the Common Back Office (CBO), which is a customer-centric and cost-effective UN common shared service unit, delivering services through a one-stop shop system.
In early 2023, Viet Nam was selected as one of the first 6 countries globally to launch the CBO 2.0, with its scope of services to be expanded to cover 66 compulsory Tier-1 services identified by the UNSDG Business Innovation Group (BIG). The Viet Nam CBO 2.0 was launched in May 2024 requiring the provision of support to the participating UN agencies in the areas of procurement and human resources in addition to the current 53 services.ย
UNDP/CBO adopts a portfolio approach to accommodate changing business needs and leverage linkages across interventions to achieve its strategic goals. Therefore, UNDP/CBO personnel are expected to work across units, functions, teams, and projects in multidisciplinary teams in order to enhance and enable horizontal collaboration.
ย 2.ย ย ย ย Scope of Workย
Under the overall guidance of the Common Back Office Manager and the direct supervision of the Events & Service Desk Associate, the CBO Receptionist in the Green One United Nations House (GOUNH) serves as Front Line staff for all service provision within the GOUNH. The CBO Receptionist is responsible for client experience from the start-to-end and is responsible for client satisfaction. The CBO Receptionist welcomes visitors to the GOUNH. The Receptionist also screens and routes incoming requests from GOUNH clients.
The CBO Receptionist provides services to all UN agencies in the GOUNH, and as the first point of contact of all visitors in the GOUNH will appear to be representable to safeguard the image of the United Nations.
Summary of key functions:
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Provide presentable front-desk service services, focusing on the achievement of the following results:
Provide service-minded assistance to all staff, visitors and callers with directions and accurate information related to systems and staff in the GOUNHย Coordinate visits with staff in accordance with GOUNH security proceduresยReceive records, routes and monitors response on all service requests for all services within the GOUNH, focusing on achievement of the following results:
Receive service requests via web-based service platform, by phone or email, decide on appropriate response and assign service requests to the appropriate staff or technicianย Follow-up on response to service requests and monitor performance of the outsourced service providers to ensure clients have positive service experiences.ย ยBrief clients on GOUNH functions and internal systems, focusing on the achievement of the following results:
Ensure communication packages and handouts are available to staff and visitors Remain updated on GOUNH functions and systems, and provide updated information and assistance to staff and visitorsย Support UN agencies in completing and submitting their demand via the web-based service request platformย Ensure timely communication of the cost recovery of the mail and pouch servicesEnsure effective management of meeting rooms and events, focusing on the achievement of the following results:
Management of bookings physically and virtually on the GOUNH Intranet Ensure requests for facility management, catering and IT equipment requirements are met and properly fulfilled by competent CBO staff Ensure notification/confirmation of bookings; make periodic reporting as required. Support the Events & Service Desk Associate to provide events management services to GOUNH clients when required Screen and route incoming telephone calls, focusing on the achievement of the following resultsย Operate and manage the telephone switchboard in accordance with the appropriate protocolMaintain/update UN Staff Directory, focusing on the achievement of the following results:
Maintain a staff directory with information on staff functions, contact information, access rights, service request history, etc. Maintain and manage up-to-date UNall user accounts to ensure uninterrupted services for GOUNH clientsThe incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the CBO.ย
3.ย ย ย ย ย Institutional Arrangement
Under the overall guidance of the GOUNH CBO Manager and the direct supervision of the Events & Service Desk Associate, theย Receptionistย works in close collaboration with the CBO team, UNDP as CBOโs hosting agency and provider of legal framework for the CBO to function and other UN agencies staff to exchange information and ensure consistent service delivery.
An Organigram is attached as an Annex to show the position of this function within the office and unit structure.
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4. Competencies
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Core Competencies ย
Achieve Results LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline
Think Innovatively LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvementsย
Learn Continuously LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback
Adapt with Agilityย LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexibleย Act with Determinationย LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident
Engage and Partner LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships
Enable Diversity and Inclusion LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discriminationย
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Cross-Functional & Technical Competencies ย ย Thematic Area Name Definition Business Management Customer Satisfaction/Client Management
Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers' needs.ย Provide inputs to the development of customer service strategy.ย Look for ways to add value beyond clients' immediate requests.ย Ability to anticipate client's upcoming needs and concerns. Business Management Operations Management Ability to effectively plan, organise and oversee different parts of corporate operations, simultaneously and in an integrated way, in order to convert the organisationโs assets into the best results in the most efficient way. Knowledge of relevant concepts and mechanisms. Business Management Monitoring & Evaluation Ability to systematically monitor results of strategies, programmes, and activities with a view to make sure that they are being implemented effectively; Ability to provide managers and key stakeholders with regular feedback and reporting on the consistency or discrepancy between planned activities and programme management and results.ย Ability to make independent judgment of the management and results of strategies, programmes and activities based on set criteria and benchmark, keeping in mind the needs and concerns of client, current and upcoming.ย Knowledge and understanding of monitoring and evaluation frameworks, concepts, methodologies, systems, processes, and tools. Ability to make an independent judgement based on set criteria and benchmarks. Ability to anticipate client's upcoming needs and concerns. Business Managementย Risk Managementย Ability to identify and organize action around mitigating and proactively managing risksย Administration & Operationsย Events management (including retreats, training and meetings) Ability to manage events, including venue identification, accommodation, logistics, catering, transportation, and cash disbursements, etc. Administration & Operations Documents and records management Overall document (hard or electronic) management; registry and retention policy including storing and archivingย
5.ย ย ย ย ย Minimum Qualificationsย Min. Education requirements
Secondary education is required.ย Min. years of relevant work experienceย Minimum 4 years (with secondary education) of relevant experience in administration, hospitality, or programme support services is required. Required skillsย ย ย ย ย N/A Desired skills in addition to the competencies covered in the Competencies section Experience in the use ofย corporate Service Request Management platforms such as ServiceNow or similar; and in the use ofย computers, office software packages (MS Word, Excel etc.), database systemsย Experience in Front Desk service provision or hospitality industry or similar in an international environment performing high-end services. Experience in clerical, administrative or secretarial practices and procedures Experience inย building and maintaining effective working relationships with clients to facilitate theย provision of support. Required Language(s)ย Fluency in English and Vietnamese is required.