Business Support Assistant - Customer Feedback Management (SSA3)

DEADLINE FOR APPLICATIONS

4 September 2026-23:59-GMT+05:30 India Standard Time (Colombo)

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).

ORGANISATIONAL CONTEXT:

These jobs are part of Global Headquarters (GHQ) and/or Country Offices (COs). Job holders typically provide administrative support to team(s) and/or support a specific business stream, and report to the relevant Assistant/Associate or designate. At this level, work is carried out under close supervision or immediately available assistance. Job holders are expected to produce organised and accurate work.

JOB PURPOSE:

Sri Lanka is highly vulnerable to cyclones, floods, landslides, and droughts, with disasters increasing in frequency and severity. In November 2025, Cyclone Ditwah devastated 22 districts, affecting 2 million people, destroying homes and croplands, and severely damaging irrigation systems. With the anticipated El Niño event in 2026–27 expected to bring both droughts and flooding, communities face heightened risks and limited coping capacity.

To address these challenges, WFP is implementing a USD 7.5 million program to assist 87,000 people (21,750 households) by combining cash transfers for rehabilitating irrigation systems, anticipatory cash support to flood-prone households, pre-positioning of essential non-food items, and strengthened disaster preparedness through coordinated risk assessments and digitalized systems.

The program builds on WFP’s leadership in disaster coordination, enabling rapid deployment within 72–96 hours of an emergency while supporting recovery and resilience, ensuring households are better prepared for future shocks and reinforcing government disaster risk financing systems.

KEY RESPONSIBILITIES (not all-inclusive, nor exhaustive):

1.     Will be responsible for receiving, logging, and managing complaints and feedback through defined channels, ensuring compliance with protocols, with special reference to data protection and seeking necessary guidance from the CFM manager cum Gender and Protection Associate.

2.     Translate cases, assign them to relevant staff, review follow-up actions, and prepare information directories and FAQs.

3.     Support to edit Standard Operating Procedure of the community feedback mechanism and taking the lead of the document with guidance from the CFM Manager and Gender and Protection Officer.

4.     Developing sensitization documents, translation work, proofreading of documents related to programmes

5.     Supporting various business operations including travel arrangements, event support, and maintaining office records. This includes supporting major field level activities, facilitating and conducting interviews in local languages to gather qualitative data, supporting to analyze the data gathered and develop field reports with support form Gender and Protection team leads.

6.     Supporting overall cross cutting mainstreaming activities led by the gender and protection teams including work related to coordinating with UN country team work related to Gender and Disability inclusion activities, WFP cross cutting coordination team, supporting to engage with all focal points in different departments

7.     Overall supporting to facilitate gender, protection for sexual exploitation and abuse, disability inclusion training in location languages and supporting trainers of trainer programmes through co-facilitation and event coordination

8.     Directly co-leading and engaging in main annual programmes of the Gender and Protection team including International Women’s day activities and 16 days programme by supporting with innovative design ideation and execution of the programmes within the country office and externally.

9.     Engaging with WFP country team in diverse activities to learn important aspects of various programmes for gender and inclusion transformative programmes such as the Emergency response programmes (key), Nutrition and School Meals Programme, Resilience and climate adaptation programmes and cross cutting capacity strengthening programmes.

10. Supporting the team to conduct monitoring of programmes and ensure all targets are achieved

11. Engaging in supporting wider organizational programmes including those conducted by Human resource, administration, logistics, finance, communications and digital assistance programming

STANDARD MINIMUM QUALIFICATIONS AND EXPERIENCE:

Education:

Completion of Secondary Education necessary. Post-secondary certification of relevant functional areas including business support, gender,  disability or protection is an added advantage

Experience:

Three years of experience in related professional area of work including supporting or engaging community feedback, accountability, gender, disability and protection.

Knowledge & Skills:

• Ability to use standard office equipment such as photocopiers and scanners.

• Knowledge of standardised business support work routines and methods.

• Knowledge of standard office software packages, e.g. Microsoft word.

• Uses tact and courtesy to give and receive information with a variety of individuals.

• Good attention to detail in order to identify data discrepancies.

• Ability to work to deadlines and follow clear instructions.

 

Language:

Fluency in written and spoken English. Fluency in written and spoken Tamil and/or Sinhala. Working knowledge of gender, protection, and disability issues.

Position Title: Business Support Assistant - Customer Feedback Management SSA3

Contract Type: Special Service Agreement

Duty Station: Colombo, Sri Lanka

Nationality: Nationals Only

Date of Publication: 21.08.2026

Deadline of Application: 04.09.2026

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 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

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

• All applications must be submitted exclusively through our online recruiting system. We do not consider CVs or applications sent by email, LinkedIn, or any other channel.

• We strongly recommend that your Workday profile is accurate and complete, and that all sections are filled in, including your employment history, academic qualifications, language skills, and UN grade (if applicable). Once your profile is completed, please apply, and submit your application.

• If you experience technical issues while submitting your application, you may contact us at global.hrerecruitment@wfp.org. Please note that this email is only for technical issues with an application - unsolicited applications or documents sent to this inbox will not receive a reply.

• At the application stage, the only required documents are your CV and Cover Letter. Additional documents (passport, certificates, recommendation letters, etc.) may be requested later in the process.

• Only shortlisted candidates will be contacted and invited to proceed to the next stage of the recruitment process.

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.