DEADLINE FOR APPLICATIONS

26 January 2025-23:59-GMT+02:00 Eastern European Time (Kiev)

WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.

ABOUT WFP

The World Food Programme is the world’s largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity, for people recovering from conflict, disasters and the impact of climate change.

At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP’s values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.

To learn more about WFP, visit our website: https://www.wfp.org and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter, TikTok.

WHY JOIN WFP?

• WFP is a 2020 Nobel Peace Prize Laureate.
• WFP offers a highly inclusive, diverse, and multicultural working environment.
• WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities.
• A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe.
• We offer an attractive compensation package (please refer to the Terms and Conditions section of this vacancy announcement).

📌 Type of Contract: Service Contract

➡️ Unit / Division: Programme / WFP Ukraine

📍 Duty Station: Multiple duty stations (Kyiv)

➡️ Duration: 12 months (renewable)

🇺🇦 The position is only open to Ukrainian nationals or residents of Ukraine, with a legal work permit.

Why work with WFP Ukraine?

The war in Ukraine has had drastic consequences, both for people inside the country and for those around the world who depend on its food supplies. The war has caused immense suffering for civilians, displaced families, and disrupted supply chains and food production. It has caused one of the fastest forced population movements since the Second World War. Close to 6 million Ukrainians are still living as refugees across Europe, and almost 3.3 million are internally displaced. Many have lost their homes and livelihoods. As food production and supply lines are disrupted by fighting, many families in the east and south of Ukraine do not have reliable access to nutritious food.

WFP uses a combination of food and cash assistance to support communities affected by the war. This includes working with local partners to distribute food boxes in areas near the frontline and providing cash transfers in locations where people have access to banks and markets to buy food. Since March 2022, WFP has distributed food and cash assistance equivalent to 3.01 billion meals to people displaced and affected by the war.

At WFP Ukraine, we offer a wide range of benefits and entitlements and favorable working conditions for Service Contract holders. Some of them are:

✅ Competitive salaries per job level

✅ Pension contribution added to net salary

✅ Medical insurance with the possibility to enroll eligible dependents

✅ Applicable danger pay (revised on quarterly basis)

✅ Annual leave – 30 days per year

✅ 18 weeks of parental leave for birth mothers and 4 weeks of parental leave for non-birth parent

✅ 1 day per week remote working option within the duty station (subject to conditions)

✅ Accessible premises & reasonable accommodation

✅ Learning & development opportunities

How can you make a difference?

The CFM Manager will oversee all aspects of the CFM. This includes managing the collection, investigation, resolution, and communication of feedback and complaints through multiple channels. The role is essential in ensuring that the voices of affected populations are heard and that their concerns are addressed in a timely, respectful, and transparent manner.

In addition to addressing individual cases, the CFM Manager will focus on driving systemic improvements to enhance the overall experience of the people we serve. This involves analyzing feedback trends, identifying recurring issues, and implementing proactive measures to prevent future challenges. The role requires close collaboration with field offices, cooperating partners, and technical teams to optimize workflows and ensure a recipient-centered approach in all aspects of WFP’s operations.

Accountabilities

Operational Oversight

• Manage the end-to-end Complaints and Feedback Mechanism (CFM), ensuring timely and effective handling of recipient complaints and inquiries through multiple feedback channels, including hotlines, helpdesks, and community feedback sessions, ensuring alignment with Accountability to Affected Populations (AAP) principles and integrating CFM into broader program delivery.
• Act as the primary liaison between cooperating partners, the Programme team, hotline teams, field offices, and other stakeholders to ensure cohesive operations, seamless communication, and accurate sharing of relevant information.

Complaint Resolution

• Oversee the investigation and resolution of complaints, ensuring accuracy, confidentiality, and responsiveness while keeping recipients informed of outcomes in a transparent and respectful manner.
• Develop and implement clear, structured processes to address complaints effectively, aligning with WFP’s accountability and people-focused principles.

Process Improvement

• Analyze feedback trends and recurring issues to identify systemic bottlenecks, design people-centric solutions, and implement proactive measures to enhance the end-to-end assistance process.
• Collaborate with operational and technical teams to optimize workflows, improve data flows, and ensure continuous process optimization and alignment with recipient needs.

Capacity Building and Training

• Provide training, guidance, and ad-hoc support to cooperating partners and field staff on CFM-related processes, including data collection, complaint handling, and recipient communication.
• Foster a culture of accountability and service excellence by promoting people-centric practices among all stakeholders.

Stakeholder Engagement

• Promote proactive collaboration with field offices, cooperating partners, hotline teams, and operational units to address challenges, maintain a seamless recipient experience, and implement feedback-driven improvements.
• Engage directly with affected communities to understand their needs, preferences, and concerns, incorporating their input into program design and delivery.
• Engage directly with affected communities to understand their needs, preferences, and concerns, incorporating their input into program design and delivery.

Monitoring and Reporting

• Monitor the effectiveness of the CFM system, tracking key performance indicators (KPIs) and leveraging quantitative and qualitative data to ensure responsiveness and efficiency.
• Prepare detailed reports on trends, challenges, and implemented solutions, sharing actionable recommendations to improve satisfaction and operational efficiency.

Standard Operating Procedures (SOPs) and Optimization

• Periodically review and enhance SOPs to incorporate lessons learned and emerging best practices.
• Identify and implement process improvements to optimize operations, enhancing both efficiency and accountability.

Capacity Building and Knowledge Sharing

• Provide technical training and guidance to WFP staff and cooperating partners.
• Promote the adoption of best practices and foster knowledge sharing to enhance the accuracy and efficiency of operations.

General Support

• Support with any other relevant tasks or duties as required, contributing to the overall success of WFP’s operations and the achievement of objectives.

To join us in saving lives, changing lives, you will have:

Skills

• Excellent problem-solving skills, with the ability to think critically and propose systemic solutions.
• Strong attention to detail and a commitment to data accuracy and confidentiality.
• Proactive and results-oriented, with a focus on recipient satisfaction
• Data management, including Excel skills, and analysis.
• Ability to work in high-pressure environments, meeting strict deadlines, and managing multiple priorities.
• Strong stakeholder coordination and communication skills, with the ability to manage cross-functional relationships.

Education

• Master’s degree in a related field (e.g., Social Sciences, Public Administration, Business Management) or a Bachelor’s degree with equivalent professional experience.

Experience

• At least one year of post-graduate professional experience in customer service, social work, or a related field.

Languages

• Fluency in English and Ukrainian required

WFP LEADERSHIP FRAMEWORK

WFP Leadership Framework guides to the common standards of behavior that guide HOW we work together to accomplish our mission.

Click here to access WFP Leadership Framework

REASONABLE ACCOMMODATION

WFP is dedicated to fostering diversity, equity, and inclusion. Our recruitment process is inclusively crafted to welcome candidates of all backgrounds, celebrating diversity and ensuring a respectful environment for all. We aim for an accessible and fair recruitment journey. Should you need any reasonable accommodations or have accessibility concerns, please reach out to us confidentially at global.inclusion@wfp.org. Our DEI team is here to ensure your full participation in our recruitment process.

NO FEE DISCLAIMER

The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.

REMINDERS BEFORE YOU SUBMIT YOUR APPLICATION

• We strongly recommend that your profile is accurate, complete, and includes your employment records, academic qualifications, language skills and UN Grade (if applicable).
• Once your profile is completed, please apply, and submit your application.
• Please make sure you upload your professional CV in the English language
• Kindly note the only documents you will need to submit at this time are your CV and Cover Letter
• Additional documents such as passport, recommendation letters, academic certificates, etc. may potentially be requested at a future time
• Please contact us at global.hrerecruitment@wfp.org in case you face any challenges with submitting your application
• Only shortlisted candidates will be notified

All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.

Level of Education: Bachelor Degree

Work Hours: 8

Experience in Months: No requirements