Descriptions
KEY RESPONSIBILITIES (not all-inclusive, nor exhaustive):
Client Service and Query Management:
- Provide high client satisfaction through delivering support services effectively, building trust, managing expectation, provide accurate feedback and effective communication; accurate identification and reporting of discrepancies in order to achieve client satisfaction and reduce discrepancies by ensuring timely communication to the team and seek support for streamlining business operations.
Streamline Protocol Processing
- Develop a checklist for all protocol services that includes all necessary documentations required to be submitted to the government authorities and embassies. Update the checklist on monthly basis.
- Follow up on protocol requests submitted to relevant authorities and provide timely updates (after every 2 days or where necessary) to the Senior protocol officer.
- Contribute to quarterly recommendations for improving protocol services based on evaluation results and client feedback.
Enhance Protocol Services
- Draft official correspondence on camp permit, MV10, PRO6, driving licence and TIN requests and act as a custodian for PRO6 forms for WFP office.
- Provide back up for Senior Management Services Associate and/or protocol officer.
- Develop and regularly update a tracking tool for protocol requests.
- Act as a custodian for the PRO6 forms, develop and regularly update a tracking tool for all PRO6 forms that are issued.
- Develop and maintain new relationship with TRA Kinondoni office (next to UN House). Explore possibility of having a diplomatic desk and move the biometric processing for TIN applications and Driving license applications to this office.Education: Certificate in Secondary education. Additional professional training in Protocol, events management or conference management is an added advantage.
Experience:
- At least 5 years’ experience in similar position in a multicultural and dynamic environment.
- Experience in servicing multiple clients and coordinating with a variety of teams to support conference and meetings planning, coordination and servicing.
- Progressive experience in Administration roles and proficiency in use of management systems, CRM and/or client service platforms with transferable/comparable skills.
- Experience in any or a combination of the following; Protocol as relates to administration of Host Country Agreements, advising on a wide range of protocol matters, processing of documents with various Government offices, meetings and events management.
- Experience in accurately performing service reconciliation, market research, price comparisons or similar calculations, from RFQs submitted by suppliers for provisions of goods and services.
- Experience coordinating with internal and external focal persons, teams, clients or Government officials; updating client s on progress on their applications and handling sensitive personal documents. Knowledge & Skills:
- A demonstrated track record in delivering results for maximum impact in supporting teams, paying attention to details, handling and tracking confidential documents.
- Ability to foster inclusive and collaborative approach in protocol services
- Refined skills in proactiveness, time management and efficiency in providing support services
- Proficiency in commonly used CRM, management platforms like CRM and ticketing or similar platforms
- Demonstrated ability in liaison with different stakeholders, Government offices, Conference venues, food and beverages providers among other conference support service partners
- Refined skills in establishing and maintaining internal network on an ongoing basis, to develop understanding of the critical role of the assignment in overall client satisfaction rating.
- Refined interpersonal and communication skills with demonstrated ability to accurately keep clients in the loop regarding status/progress in handing their documents.
How to Apply:To submit your application, please follow the link provided below.
