Business Support Assistant (community Feedback Mechanism) - SSA4 - Islamabad

Business Support Assistant (Community Feedback Mechanism)

The United Nations World Food Programme (WFP) is the world's largest humanitarian agency fighting hunger worldwide. In Pakistan, WFP works with the Government and partners to improve food security and nutrition among vulnerable communities. The Community Feedback Mechanism (CFM) is a key accountability tool that ensures affected populations can voice concerns, provide feedback, and receive timely responses.

Job Title: Business Support Assistant (Community Feedback Mechanism) - SSA4 - Islamabad

Grade: SSA4

Type of Contract: Special Service Agreement

Duration: 12 Months

Duty Station: Islamabad, Pakistan

Date of Publication: 22 September 2025

Deadline of Application: 06 October 2025

This Vacancy Announcement is for Pakistan Nationals Only. Note: This vacancy announcement will also be used to build a roster of prequalified applicants for future opportunities within the same job profile at the current or lower level in Pakistan.

WFP offers a competitive benefits package including salary, pension, leave plus a medical insurance. All educational documents must be verified/attested by the Higher Education Commission (HEC). Appointment will be subject to submission of HEC-verified degrees.

Job Purpose

To provide business and administrative support to the CFM unit, ensuring effective handling of community feedback, documentation, and coordination with relevant programme units in line with WFP's accountability to affected populations (AAP) standards.

Key Responsibilities

Under the overall guidance of the supervisor, the job holder is expected to perform the following tasks:

• Receive, log, and categorize feedback and complaints from beneficiaries and stakeholders through various CFM channels (hotline, helpdesks, suggestion boxes, etc.).
• Refer feedback to relevant programme units and ensure timely follow-up and closure of cases in line with SOPs.
• Maintain and update the CFM database, ensuring accuracy, confidentiality, and compliance with data protection standards.
• Support the preparation of monthly and quarterly CFM reports, highlighting trends, response rates, and unresolved issues.
• Assist in organizing CFM-related trainings, awareness sessions, and field missions.
• Provide administrative support including scheduling meetings, preparing minutes, and maintaining filing systems.
• Liaise with field offices to ensure consistency and quality in CFM implementation.
• Perform any other duty within the area of expertise.

Education & Experience

Education: Completion of secondary school education. A post-secondary certificate in administration, social sciences, or related field is desirable.

Experience: At least 4 years of progressively responsible support experience in programme, administration, or customer service. Experience in humanitarian or development settings is an asset.

Knowledge & Skills

• Strong interpersonal and communication skills.
• Ability to handle sensitive information with discretion.
• Proficiency in MS Office (Word, Excel, Outlook).
• Familiarity with data entry and case management systems.
• Commitment to humanitarian principles and accountability to affected populations.

Language

• Fluency in oral and written English and Urdu.
• Working knowledge of Pashto is required.
• Knowledge of other local languages (e.g., Hindko, Kohistani, Balochi) is a strong asset.

How To Apply

To be considered, interested candidates are invited to apply via https://www.wfp.org/careers/job-openings. Only short-listed candidates will be contacted.

WFP will not request payment at any stage of the recruitment process including at the offer stage. Any requests for payment should be refused and reported to local law enforcement authorities for appropriate action.

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

WFP is committed to supporting individuals with disabilities by providing reasonable accommodations throughout the recruitment process. If you require a reasonable accommodation, please contact global.inclusion@wfp.org.

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.

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.