UNWFP - Beirut CO - Supply Chain (Retail) Officer, NOA

ACCOUNTABILITIES/RESPONSIBILITIES (not all inclusive):

Under the direct supervision of the Head of Retail or his/her delegate, the incumbent will be responsible  for the following key duti es:

Manage full end-to-end contracting process of Retailers to serve beneficiaries receiving Food E-cards

• Assessing & processing of new contracts
  • Conduct full procurement process of retailers including assessing & issuing of contracts .
  • Ensure all contracts are issued and meeting full requirements (legally registered, etc.)
  • Liaise with bank to ensure all retailers have a bank account.
  • Continue to update and optimize the procurement process - updating criteria for retailers and/a geographical location based on context.
  • Onboarding new retailers to WFP and hosting regular touch points with key stakeholders (chains, etc.)
• Ongoing performance management
  • Triangulate information from all data sources (Monitoring visits, FO feedback, data analysis, beneficiaries' complaints, etc.) to recommend actions to Shop Management Group (SMG)
  • Lead the Shop Management Group (SMG) meeting comprising of key  stakeholders  (DCD,  Head  o Emergency Response, Head of VAM, etc.) to discuss and  issue  sanctions  for  retailers  during  contract period.
  • Issue sanctions to retailers (warning letters) and conduct follow-up actions as required (field visits or othe actions)
  • Coordinate with M&E team & Field Offices list of retailers for additional follow-up.
  • Ongoing optimization of performance management process - updating  sanctions,  SOPs,  processes,  to ensure that retailer performance management is consistent and effectively applied across all FOs .

Work with external partners to enable Food E-card Programme to be effective:

• Negotiate with the bank to ensure mutually beneficial solutions for bank/ retailer (rates, commissions, etc.) to ensure smooth operations.
• Work with UNHCR & Outreach Volunteers to ensure that all beneficiary feedback is incorporated into Retaile contract ma nagement .
• Resolve any issues that arise from operations (redemption issues, etc.)
• Liaise with the Financial Service Provider (FSP) to ensure bank accounts are opened and maintained for WFP contracted retailers.
• Work cross-functionally across WFP to input into programmatic decisions:
• Present retail insights to CBT working group to ensure that all units have appropriate information for decision making.
• Work closely with Programme team to ensure any adjustments to Food E-card programme can be implemented (scale-up, moving of beneficiaries to another region, etc.)
• Work with M&E team to ensure ongoing updates to Retailer Monitoring processes.

Manage beneficiaries' feedback and complaints as it relates to WFP's contracted retailers.

• Supervise the efficient and timely execution of the feedback and complaints mechanisms for be shops including coordination with FOs for follow-up.
• Conduct monthly or quarterly complaints analysis to discover patterns in order to improve experience and take immediate actions on urgent issues.
• Train call centre agents on how to best respond to retail inquiries and resolve more complaints at first resolution
• Partner with Protection unit to ensure that all processes related to the WFP call centre and Retailer inquiries are optimized.