National Professional Officer (Client Support)

The National Professional Officer leads client support for FAO's Shared Services Centre Contact Centre in Bangkok. The role oversees daily team operations, quality and performance; resolves complex human-resources, finance and travel service issues; manages client partnerships and service agreements; coaches staff; and advises managers on appropriate approaches to shared-services requests.

• Supervise daily operations, work distribution and individual and team performance against service indicators
• Monitor quality assurance, resolve complex transactional issues and client inquiries and escalate risks
• Foster client partnerships and coordinate service-level agreement implementation and performance reviews
• Review requests for service and scope changes and contribute to quality-assurance reviews
• Assess staff training and development needs and coordinate onboarding and training programmes
• Coordinate advice to managers and initiators on resolving human-resources, travel and shared-services issues

• Thai nationality
• Advanced university degree in human resources, business administration, industrial psychology or a related field
• At least one year of relevant professional experience in human resources management, administration, finance or travel management in an international organisation
• Working knowledge of English and Thai at level C

• Experience in more than one location or area of work, particularly field positions
• Experience supervising teams
• Knowledge of United Nations operational rules, procedures and programme administrative management
• Experience in shared services or a business support centre
• Intermediate knowledge of another FAO official language

• Shared Services Management
• Team Supervision
• Quality Assurance
• Client Relationship Management
• Service Level Management
• Issue Resolution

• Enterprise Resource Planning Software
• Oracle
• SAP