Business Support Assistant - Customer Feedback Management SSA3

Job Posting Organization:
The World Food Programme (WFP) is the world’s largest humanitarian organization, dedicated to saving lives in emergencies and using food assistance to build pathways to peace, stability, and prosperity for people recovering from conflict, disasters, and the impacts of climate change. Established in 1961, WFP operates in over 80 countries, employing thousands of staff members who work tirelessly to ensure effective humanitarian assistance reaches millions of people globally. WFP is committed to diversity and inclusion, encouraging qualified candidates from all backgrounds to apply. The organization has been recognized for its efforts, being awarded the Nobel Peace Prize in 2020 for its work in combating hunger and promoting security" style="border-bottom: 1px dotted #007bff !important;">security" style="border-bottom: 1px dotted #007bff !important;">food security.

Job Overview:
The Business Support Assistant in Customer Feedback Management will play a crucial role in supporting WFP's mission in Sri Lanka, particularly in the context of increasing vulnerability to natural disasters such as cyclones and floods. The position involves managing complaints and feedback from the community, ensuring compliance with established protocols, and contributing to the overall effectiveness of WFP's programs aimed at disaster preparedness and response. The role requires a proactive approach to engage with various stakeholders, including community members and internal teams, to facilitate effective communication and support the implementation of WFP's initiatives. The assistant will also be involved in developing training materials and supporting gender and protection initiatives, ensuring that the voices of marginalized groups are heard and addressed in WFP's operations.

Duties and Responsibilities:

• Receive, log, and manage complaints and feedback through defined channels, ensuring compliance with data protection protocols.
• Translate cases, assign them to relevant staff, and review follow-up actions while preparing information directories and FAQs.
• Edit and maintain the Standard Operating Procedure for the community feedback mechanism with guidance from the CFM Manager and Gender and Protection Officer.
• Develop sensitization documents and perform translation work, including proofreading of program-related documents.
• Support various business operations, including travel arrangements and event support, while maintaining office records.
• Facilitate and conduct interviews in local languages to gather qualitative data, analyze the data, and develop field reports with support from the Gender and Protection team leads.
• Support cross-cutting mainstreaming activities led by gender and protection teams, coordinating with UN country teams on gender and disability inclusion activities.
• Facilitate training on gender, protection against sexual exploitation and abuse, and disability inclusion in local languages.
• Co-lead and engage in annual programs of the Gender and Protection team, including International Women’s Day activities and the 16 Days of Activism campaign. 1
• Engage with the WFP country team in various programs to learn about gender and inclusion transformative initiatives, including emergency response, nutrition, and resilience programs. 1
• Support monitoring of programs to ensure all targets are achieved and engage in wider organizational programs conducted by HR, administration, logistics, finance, and communications.

Required Qualifications:
Completion of Secondary Education is necessary. Post-secondary certification in relevant functional areas such as business support, gender, disability, or protection is an added advantage. Candidates should possess strong organizational skills, attention to detail, and the ability to work under pressure while following clear instructions. Knowledge of standard office software packages, such as Microsoft Word, is essential. Candidates must demonstrate tact and courtesy in communication with diverse individuals and possess the ability to manage multiple tasks effectively.

Educational Background:
Candidates must have completed Secondary Education. A post-secondary certification in relevant fields such as business support, gender, disability, or protection is considered an advantage, enhancing the candidate's qualifications for the role.

Experience:
A minimum of three years of experience in a related professional area is required. This includes experience in community feedback, accountability, gender, disability, and protection work. Candidates should demonstrate a solid understanding of the challenges faced by vulnerable communities and have experience in engaging with them effectively.

Languages:
Fluency in written and spoken English is mandatory. Additionally, fluency in written and spoken Tamil and/or Sinhala is required. A working knowledge of gender, protection, and disability issues is also beneficial for this role, enabling effective communication and engagement with diverse communities.

Additional Notes:
This position is offered under a Special Service Agreement contract type, and it is open to nationals only. The duty station is Colombo, Sri Lanka. The application deadline is set for 04 September 2026, at 23:59 GMT+05:3

• WFP is committed to providing reasonable accommodations for individuals with disabilities throughout the recruitment process. The organization does not charge any fees for applications or recruitment processes, and all applications must be submitted through the online recruiting system. Only shortlisted candidates will be contacted for the next stages of the recruitment process.