UNHCR JOB DESCRIPTION

(When finalised and approved by the Post Manager(s), e-mail to HQPC00)

Date of Classification (1): January 2015
PART 2A – IDENTIFICATION OF POSITION
Position No: 10023121

Position Title: Senior PSFR Assistant (DR) Position Grade: G-5

Position Location : Seoul, Korea Functional Group(1) : 4.1.g

Supervisor Position No., Title & Grade: 10018021, PSFR Associate, G6 CCOG Code (1) : 2.2.03

Job Code (1) : 002510 Job Profile (1) : 002510 Category: (1) : STD-S

(1) To be completed by PCU

PART 2B – POSITION REQUIREMENTS

2.1 ORGANIZATIONAL CONTEXT. Define the role of the position within the team, describing its leadership role, if any, it’s
external/internal work relationships or contacts, the contextual environment in which it operates and the scope of supervision received, and where
applicable, exercised by the incumbent.

The incumbent of this position assists in the effective and efficient management of donor retention (DR) program.

Under the supervision of the PSFR Associate, the incumbent will:

- Assist to manage and monitor the retention program.
- Be responsible for daily communication with individual donors, administrative work related to donor care, and
management of call agents at the out-bound contact centre.
- Assist to plan and monitor the retention budget and report the implementation in a timely manner.

2.2 FUNCTIONAL STATEMENT. Describe the accountabilities, responsibilities and authorities associated with the position.
Accountability (key results that will be achieved)
- PSFR income is generated by effectively managing donor retention program.

Responsibility (process and functions undertaken to achieve results)

- Assist to develop and further improve high quality retention program which is donor friendly and result-based
- Assist to plan and monitor the retention budget and report the implementation in a timely manner.
- Assist to plan and implement the annual income and budget for the Retention program.
- Import new donors' data into UNHCR Donor DB and process bank account number check via Donor DB in
timely fashion.
- Conduct the Welcoming phase of the Donor journey to new donors using multiple media including SMS,
email, and other communication materials, and tests new methods to improve the retention rate of newly
recruited donors.
- Report regularly to the supervisor and the Team about the Welcoming phase results.
- Assist to manage UNHCR Korea's outbound contact centre and provide regular reports to senior managements.
- Double check donors' donation status prior to monthly billing dates.
- Respond to all inquiry/request e-mails from donors received through the organization's inquiry e-mail
- Play a focal role to respond to all proposals received through the PSFR Team's inquiry e-mail and the blog.
- Follow up on donors who cancelled their donation at the bank as well as who are unregistered after monthly
transaction result comes out.
- Follow up on credit card transaction failure.
- Assist to conduct donor analysis on a regular basis and provide reports to the Team.
- Assist to develop donor communication materials (thank you letter, SMS, emergency update, etc.) in
cooperation with communication unit.
- Communicate and cooperate closely with the other Retention Assistants to develop strategies and analyse
results.
- Perform other related duties as required.

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Authority (decisions made in executing responsibilities and to achieve results)
- Liaise with outsourced vendor and other related partners on behalf of UNHCR.

2.3 REQUIRED COMPETENCIES, which illustrate behaviours that are essential to achieving deliverables described above, and
that are critical to successful performance. All jobs require the staff to abide to the Values and Core competencies of UNHCR. Where applicable,
select a maximum of six Managerial and three Cross-Functional Competencies. (Note that the Performance Appraisal and Management System
(PAMS) allows for up to five Cross-Functional Competencies to be selected by the staff member and the supervisor.

Code Managerial Competencies

1. M001 Empowering and Building Trust
2. M002 Managing Performance
3. M003 Judgement and Decision Making
4. M004 Strategic Planning and Vision
5. M005 Leadership
6. M006 Managing Resources

Code Cross-Functional Competencies

1. X001 Analytical Thinking
2. X002 Innovation and Creativity
3. X003 Technological Awareness
4. X004 Negotiation and Conflict Resolution
5. X005 Planning and Organizing
6. X006 Policy Development and Research
7. X007 Political Awareness
8. X008 Stakeholder Management
9. X009 Change Capability and Adaptability

2.4 ESSENTIAL MINIMUM QUALIFICATIONS AND PROFESSIONAL EXPERIENCE

REQUIRED. Define the educational background, the relevant job experience and the language(s) that are essential to perform the work of the
position.

- Completion of secondary or high school education.

- Minimum 5 years of relevant experience in Private Sector Fundraising, Customer Service/Support,
Public/External Relations or Media, with a minimum exposure to the international environment; minimum 2
years of work experience if university degree holder.
- Excellent communication and strong interpersonal skills as a team player are essential.
- Fluency in English and Korean language (both written and spoken).

2.5 DESIRABLE QUALIFICATIONS & COMPETENCIES. Describe any experience or knowledge that would be an
asset, such as: UNHCR Learning Programmes, other training, additional languages, Field/HQs experience, etc.

- Skills in customer service and support.

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