Protocol & Customs Clerk

Job Description

Background

UNDP Ethiopia operates under the Standard Basic Assistance Agreement (SBAA) signed with the Government in February 1981 and works closely with the Government of Ethiopia and partners to advance sustainable development, democratic governance, peacebuilding, and climate resilience. The Operations Unit provides critical support functions to ensure that programmes and projects are delivered effectively, efficiently, and in compliance with UNDP rules and regulations.

Within this framework, the Protocol and Customs Clerk plays a pivotal role in facilitating smooth administrative processes related to protocol, customs clearance, travel documentation, and liaison with national authorities. The role contributes directly to efficient service delivery for staff, projects, and international partners.

Position Purpose

Under the direct supervision of the Protocol and Customs Analyst and overall guidance of the Deputy Resident Representative(O), the incumbent will provide comprehensive support for protocol and customs activities. This includes handling shipments, visa and travel documentation, and maintaining strong working relationships with government counterparts. The role requires a client-oriented mindset, strong attention to detail, and adherence to UNDP’s values of integrity, professionalism, and inclusivity.

UNDP adopts a portfolio approach to accommodate changing business needs and leverage linkages across interventions to achieve its strategic goals. Therefore, UNDP personnel are expected to work across units, functions,teams, and projects in multidisciplinary teams in order to enhance and enable horizontal collaboration.

Duties and Responsibilities

1. Ensure Protocol and Customs Compliance

• Ensure full compliance of all protocol and customs activities with UNDP rules, regulations, and Ethiopian laws;
• Maintain up-to-date knowledge of changes in national customs and immigration regulations and advise staff accordingly;
• Prepare and process all documentation required for the clearance of official shipments, duty-free imports, and staff entitlements.

2. Provide Administrative and Logistical Support

• Coordinate customs clearance for incoming/outgoing shipments and liaise with forwarding agents, airlines, and customs officials;
• Draft, review, and manage correspondence, including notes verbales, memoranda, and reports related to protocol and customs services;
• Track and follow up on pending cases with national authorities to ensure timely release of shipments and baggage;
• Maintain cost-recovery records for protocol services rendered to projects and other UN entities.

3. Maintains Excellent relationships with customs authorities, aiming at obtaining the following results

• Support visa applications, residency permits, and related travel documentation for international staff, consultants, and visitors;
• Liaise with the Ministry of Foreign Affairs, Immigration Services, and other relevant government bodies to ensure timely issuance of required documents;
• Provide guidance and orientation to staff and partners on travel and protocol requirements.

4. Ensure Stakeholder Engagement and Relationship Management

• Build and maintain strong working relationships with customs authorities, MoFA, Immigration Services, and other government counterparts;
• Act as a focal point for protocol and customs-related inquiries from staff, projects, and partners;
• Ensure transparent and courteous client service that upholds UNDP’s reputation.

5. Support Knowledge Management and Capacity Building

• Maintain accurate and accessible records of all customs and protocol transactions;
• Contribute to the preparation and dissemination of guidance notes, FAQs, and updates for staff on relevant procedures;
• Support training and knowledge-sharing sessions within the Operations Unit;
• Contribute to communities of practice related to protocol and administrative services.

The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization.

Supervisory/Managerial Responsibilities: None

Competencies

Achieve Results: LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline.

Think Innovatively: LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements.

Learn Continuously: LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback.

Adapt with Agility: LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible.

Act with Determination: LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident.

Engage and Partner: LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships.

Enable Diversity and Inclusion: LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination.

Cross-Functional & Technical competencies

Business Management: Customer Satisfaction/Client Management

• Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers' needs.
• Provide inputs to the development of customer service strategy.
• Look for ways to add value beyond clients' immediate requests.
• Ability to anticipate client's upcoming needs and concerns.

Business Management: Communication

• Communicate in a clear, concise and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience.
• Ability to manage communications internally and externally, through media, social media and other appropriate channels

Business Development: Knowledge Facilitation

• Ability to animate individuals and groups, internally and externally, and to design and facilitate activities, to share and exchange knowledge, information and ideas.
• Knowledge of tools and approaches to stimulate active participation, contribution, and exchange.

Administration & Operations: Management of shipments

• Knowledge of regulatory frameworks and processes related to management of shipments, including contracting shipments for staff members who travel on initial appointment, reassignment and repatriation.

Administration & Operations: Documents and records management

• Overall document (hard or electronic) management, registry and retention policy, including storing and archiving.

Required Skills and Experience

Education:

• Secondary Education is required. OR
• University degree in Management, Business Administration, Logistics and Supply Chain Management would be given due consideration, but it is not a requirement.
• Specialized training in administration is desired.

Experience:

• Minimum of 4 years (with secondary education) or 1 year (with bachelor’s degree) of progressively responsible administrative experience is required;
• Demonstrated hands-on experience in protocol, customs, and clearance processes is required;
• Proven experience working with government authorities (e.g., Ministry of Foreign Affairs, Immigration, Customs) is desired;
• Familiarity with import/export regulations and documentation requirements is desired;
• Previous experience in UN/International organizations is an asset;
• Proficiency in MS Office (Word, Excel, PowerPoint) and ERP systems is desired.

Language Requirements

• Fluency in English and the national language of the duty station (Amharic) spoken and written is required.
• Knowledge of another UN language is an advantage.

Skills Required:

• Logistics / Supply / Chain
• Sales / Marketing / Business / Management