Org. Setting and Reporting

UNRWA is a United Nations agency established by the General Assembly in 1949 and is mandated to provide assistance and protection to a population of some 5.8 million registered Palestine refugees. Its mission is to help Palestine refugees in Jordan, Lebanon, Syria, West Bank and the Gaza Strip to achieve their full potential in human development, pending a just solution to their plight. UNRWA’s services encompass education, health care, relief and social services, camp infrastructure and improvement, microfinance, and emergency assistance. UNRWA is the largest UN operation in the Middle East with more than 30,000 staff. UNRWA is funded almost entirely by voluntary contributions. If you are looking for a rewarding opportunity to make a tangible difference for one of the most vulnerable communities in the world, UNRWA would like to hear from you.

Supervisor: Head of Administrative Services Section, P4.
Supervisees: The incumbent of the post supervises the Travel Assistants and professional staff in the Travel Unit within the Administrative Services Section.

Responsibilities

Coordinates and manages travel-related processes for international staff throughout onboarding and separation, in collaboration with HR and relevant departments. Responsibilities include contacting newly appointed staff prior to arrival to provide guidance on travel authorizations, ticketing, visas, United Nations Laissez-Passer (UNLPs), residencies, and duty-free privileges, while ensuring all required documentation is completed. Upon arrival, provides support on travel entitlements and related administrative matters to facilitate smooth settlement. At separation, oversees return travel arrangements, processes travel-related clearance forms, and liaises with customs and government authorities for clearance of personal effects and the release or disposal of duty-free vehicles, ensuring full compliance with organizational procedures and host country regulations.

Manages all travel operations, ensuring timely, efficient, and compliant services for all staff and delegations. Responsibilities include certifying and approving travel requests, authorizations, tickets, invoices, and travel claims in line with UNRWA travel rules and regulations. Oversees official, emergency, medical evacuation, and VIP travel, ensuring prompt ticketing, accurate claims, and proper approvals. Monitors travel agents’ performance, certifies their bills and financial transactions. Provides guidance to staff on travel entitlements and maintains records to ensure accountability, transparency, and effective service delivery.
Oversees the full lifecycle management of Travel documents, UNLPs, including issuance, renewal, replacement, and cancellation, in close coordination with UNOG/UNHQ. Maintains accurate custody records and reporting controls for both active and cancelled UNLPs, ensuring secure handling, accountability, and compliance with UN travel document policies.
Manages customs clearance processes for official shipments, office equipment, and vehicles, as well as personal effects of international staff during onboarding and separation. Coordinates all aspects of duty-free privileges, including VAT refund, the purchase, clearance, registration, and sale of vehicles; renewal of vehicle registrations; and facilitation of driving license issuance and renewal, ensuring full adherence to host government regulations and organizational procedures.
Develops and implements standardized onboarding plans, welcome-SOPs, and protocols, providing initial induction, and communicating with new hires after job offer acceptance. Ensures a seamless onboarding process by connecting new hires to respective departments or field offices, facilitating their proper installation at the duty station, and leaving them with a positive impression.
Provides operational and managerial support to the supervisor by: - Securing of visas, permits, ID cards, exemption cards, driving licenses and other official documents for UNRWA HQ(A) staff (International and Area) and dependents, as applicable, from host government authorities, including record keeping and ensuring return of documents on completion of assignments; secures visas and permits as applicable for official UNRWA travellers including consultants, official visitors and eligible family members as well as domestic workers of UNRWA HQ(A) staff from relevant embassies and/or host government offices. - Following up with UNOG to ensure appropriate and timely issuance of visas and UNLPs. - Ensuing that travel and accommodation arrangements are made for official travellers in accordance with security requirements and, where applicable, their dependents, including handling and processing of tickets and hotel accommodation invoices and ensures requests for land transport. - Reviewing official communications as required and maintains working relationship with the Jordanian Ministry of Foreign Affairs, Ministry of Interior, Department for Palestinian Affairs, local police authorities and foreign embassies located in Amman; acts as a member of the Protocol Issues Working Group to provide Agency input on a variety of protocol-related matters. - Ensures the receipt and preparation of required travel documentation, including issuance of travel authorizations (TT8) in coordination with requesting staff members and offices for proper record and reimbursement process. - Drafting official communications as required to Ministry of Foreign Affairs, Ministry of Interior, foreign embassies and other official departments in Amman; prepares circulars on travel, visa and UNLP issues as requested.
Provides the supervisor with the following strategic support: - Drafting procedural office instructions for approval; revises and where required, develops Agency-wide Standard Operating Procedures (SOPs) in coordination with the administrative/travel teams in the UNRWA Field Offices in their daily operations. - Ensures compliance and provides technical guidance to Field offices for complicated matters and support. - Preparing input for reports and enquiries from internal and/or external stakeholders. - Preparing all requisite reports to audit, inspection and other governing and oversight bodies in consultation with Compliance and Policy Monitoring Section. - Preparing all management reports and statistics on the work of the unit. - Monitoring quality and accuracy of outputs made by the Unit staff members.
Be responsible for the Agency-wide automation of travel process and functioning of Travel Management System (TMS), including further development of TMS functions and screens for use at all Agency locations to ensure effective and efficient services for internal clients.
Prepares and submits monthly operational reports covering travel statistics, financial data, and compliance indicators. Ensures inclusion of carbon emission tracking for all official travel; supports the Agency’s “Greening the UN” initiatives, and monitors adherence to sustainable travel practices in line with UNRWA’s environmental commitments and the UN Sustainable Development Goals (SDGs). Provides analysis and recommendations to management on reducing environmental impact and improving efficiency of travel processes.
Promotes continuous learning within the Travel Unit by providing functional guidance and on-the-job training to staff.
Performs other duties as may be assigned by the supervisor(s).

Competencies

UN Core Values of Integrity, Professionalism and Respect for Diversity, and Core Competencies of Communication, Working with People and Drive for Results apply by default.

Relating and Networking
Planning and Organizing
Leading and Supervising
Accountability.
Client orientation.
Teamwork.

Education

A first university degree from an accredited educational institution in Business/Public Administration, International Relations, Transport/Travel Management, or related field.

Work Experience

Indicate your current involvement in any outside activities, as it is required. Including but not limited to employment, independent contractor/freelance consultant, board member (corporate, academic, etc), expert group, lobby, public speaking/writing (article, book, blog, social media etc), teaching, conferences, training, press statement, voluntary work, political activity, fundraising/donation for non-UNRWA entity, running for public office, role in political party or orgs, owning business, work for gov./NGO/private company/charity, UNRWA partner/vendor, full/part-time, paid or not. A “yes” answer doesn’t necessarily lead to exclusion from future work at UNRWA, yet misrepresentation in providing accurate/complete info can lead to disqualification/termination of appointment, if hired.

You are required to have a minimum of Six years of progressively responsible relevant work experience in travel, visa, protocol, or related administrative services, including at least two years in an international or large multi-cultural organization.
Experience in handling official travel documents, certification of transactions, travel claims, and liaison with government authorities such as ministries, customs, and embassies is required.
Proven experience in supervising staff and managing contracts, as well as knowledge of ERP systems such as SAP, is required.
Excellent command of written and spoken English and Arabic is required.
Are you currently residing in Duty Station. It is required that you specify your current location.
Have you previously been a recipient under the EVR (Early Voluntary Retirement) or EVS (Early Voluntary Separation) Schemes? You are required to answer.
Do you currently hold a contract of 1 year or more with UNRWA? If yes, you are required to confirm whether you have completed your mandatory probation period.

Languages

Language	Reading	Writing	Listening	Speaking
English	UN Level III	UN Level III	UN Level III	UN Level III
Arabic	UN Level III	UN Level III	UN Level III	UN Level III

Assessment

During the assessment, the applications will be given preference based on the following desirable qualifications:

Proficiency in the use of MS Office and Excel.
Provided very good understanding of the context of Palestine refugees and UNRWA operations. The shortlisted candidates will be afterward evaluated based on:
Technical Test
Competency-based Interview Candidates who meet the post requirements and the required language level will be considered for the ongoing competitive process. To ensure alignment with the UN language levels, please refer to the guidance below: Level I: Basic knowledge. Level II: Good to very good command. Level III: Excellent language skills. Level IV: Expert level or native proficiency.

Special Notice

Providing incorrect, incomplete or misleading information on an application form will result in the immediate disqualification of the candidate. Contract Type: Fixed Term Appointment for 1 year; 1 year probation period, with the possibility of further extension, subject to the availability of funds, satisfactory performance, and continuing need. Grade and Salary: Grade 16 Monthly basic salary JD 1098.900 fils. The post is currently associated with a Senior Professional Officer Allowance (SPOA) of 15% of basic salary. Any change to this arrangement remains subject to completion of the Agency's review process. The salary may be subject to a reduced work schedule. Other benefits: Other benefits include monthly Provident Fund contribution (15.4% of basic salary paid by the Agency), compulsory medical insurance, 30 days of annual leave, and dependency allowance (if applicable). Additional benefits: -2 days of sick leave for each completed month of service. -14 weeks of Maternity Leave. -2 weeks paternity leave. Department/Office: UNRWA - Central Support Services Division (CSSD) Duty Station: Headquarters Amman Equivalency: Equivalency may apply for this post.

Candidates with a combination of additional relevant academic qualifications and/or additional years of progressive work experience may also be considered on equivalency. NB: Work experience alone or formal qualifications with no relevant work experience are not considered an acceptable combination. General Information:
This vacancy notice is open to internal and external candidates. Only candidates residing in Jordan, and within commuting distance of the duty station with authorization to work in the duty station at the time of application are eligible to apply.
The Agency will not assume responsibility or accountability to support or facilitate the issuance of work permit in Jordan, and without a valid work permit, the appointment may be rescinded.
Since the Vacancy is an Area Staff post, the Agency will not provide coverage for relocation costs.
Preference will be given to registered Palestine refugees and candidates assisting the Agency to meet its commitment to gender parity. UNRWA welcomes applications from qualified candidates with disabilities.
To ensure efficiency and timeliness of the recruitment process, if a large number of applicants pass the test, the Agency may decide to invite to the interview only the candidates with the top scores to ensure a manageable number of candidates to proceed to the personal interview stage.
UNRWA is committed to achieving gender balance in its workforce. Qualified and experienced female candidates are strongly encouraged to apply.
A roster may be created from the selection exercise, and successful candidates may become eligible for appointment to the same post or a similar post. In the case of multiple or recurring posts, that a roster will be created from which the candidates will be selected for appointment;
Only applications that have been fully completed in UNRWA's online e-recruitment system inspira will be considered and no late applications will be accepted. The PHP should be completed with full relevant work experience under the experience tabs as per the requirements in the Job Opening. All acquired university degrees must also be stated, if applicable. Please make sure that your application is filled in properly, correctly, and completely; any missing or incomplete information may lead to the rejection of the application by the system. Applicants applying to positions for Grades 12 to 20 or LDC Bands E to H must submit a cover letter/motivational statement in order to be considered. Additionally, providing incorrect or misleading information on an application will result in the immediate disqualification of a candidate.
Applicants will be disqualified when it becomes apparent that he or she provided incorrect, incomplete or misleading information on his or her personal history profile or during the recruitment process. If the applicant is also a staff member, the provision of incorrect, incomplete or misleading information in the personal history profile may also amount to misconduct. The Agency may indefinitely refuse to accept applications from an applicant who has previously provided incorrect, incomplete or misleading information on his or her personal history profile or during a recruitment process or committed plagiarism.
For UNRWA internal staff, they are required to specify and include their current UNRWA grade level. To do so applicants should select under "Category" RLG, scroll down to see all categories, then select their local grade.
Please find below the link to a video that guides applicants on how to apply to Job Openings: https: //drive.google.com/file/d/1MH-IYA6Y8kxA1fgao5qyTV8VwNajgx4u/view?usp=sharing
Advertisements published only in English will only accept applications in English, and Arabic submissions will not be considered.
UNRWA has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNRWA, including sexual exploitation and abuse (SEA), sexual harassment, racism/racial discrimination and other forms of conduct, including but not limited to discrimination, abuse of authority and harassment. To uphold these standards, background checks are conducted for all recommended candidates and those placed on a roster to help ensure that individuals with a history of such conduct are not hired. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles. Background checks will include the verification of academic credential(s), employment history, ClearCheck and INTERPOL, as well as certification of non-conviction, where available. Selected candidates may be required to provide additional information to conduct a background check. By applying for a position with UNRWA, candidates acknowledge and consent to these verification processes.
The Agency may disqualify applicants whose name appears on the UN Sanctions List or a UN database of staff separated for reason of misconduct or of staff who separated whilst misconduct processes were pending.
UNRWA shares investigation and misconduct information with other UN Agencies, and past and prospective employers about staff members who have been separated for misconduct, or who have separated while an investigation and/or disciplinary process for misconduct was underway; and those individuals may be prohibited from employment with the United Nations.
The Agency will immediately disqualify applicants who are ineligible for any reason in accordance with the Agency regulatory framework.
UNRWA is funded almost entirely by voluntary contributions from UN member states, regional bodies, business foundations and individual contributions. The mission of UNRWA is to help Palestinerefugees achieve their full potential in human development under the difficult circumstances in which they live.
For more details on UNRWA, please visit: https://www.unrwa.org
Applications from UNRWA staff member who had been demoted with deferred eligibility for promotion will not be considered.
Applications from Staff members who were recipients under the Early Voluntary Retirement or Exceptional Voluntary Separation Schemes will not be considered.
Applications from Internal candidates serving for less than one year in their current post will not be considered.
The Agency reserves the right not to make an appointment, to make an appointment at a lower grade, or to make an appointment with a modified job description or to change the contract Modality.
A candidate is not eligible for consideration if he or she was short-listed and found not suitable for the same post within the previous 12 months unless the post description has since been altered by 30% or more, as determined by ODCS.
UNRWA reserves the right to proceed only with internal candidates or proceed with the candidates of an under-represented gender for any vacancy announcement when it determines that the short-list for a single post at any grade level is excessively long.

United Nations Considerations

Staff members are subject to the authority of the Commissioner-General of UNRWA and to assignment by him or her. UNRWA is committed to achieving gender parity at all levels of staffing under the current UN-wide gender agenda and strongly encourages applications from qualified applicants from under-represented groups. At UNRWA, the paramount consideration in the recruitment and employment of staff is the necessity of securing the highest standards of efficiency, competence and integrity, with due regard to geographic diversity. All employment decisions are made on the basis of qualifications and organizational needs. UNRWA is committed to creating a diverse and inclusive environment of mutual respect. Reasonable accommodation for applicants with disabilities may be provided to support participation in the recruitment process when requested and indicated in the application. UNRWA Considerations UNRWA staff are expected to uphold the highest standards of efficiency, competence, neutrality, impartiality and integrity. This includes respect for and commitment to human rights, diversity and non-violent means of dealing with all kinds of conflict. Only persons who fully and unconditionally commit to these values should consider applying for UNRWA jobs. Candidates will not be considered for employment with UNRWA if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. The Agency may disqualify applicants who have separated for reason of misconduct, who left a UN Agency while misconduct processes were pending, or who appear on the UN Sanctions List. UNRWA is a non-smoking work environment. Applicants are urged to follow carefully all instructions available in the online recruitment platform, inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side of the inspira account-holder homepage. The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application. Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date.

No Fee

THE UNITED NATIONS RELIEF AND WORKS AGENCY FOR PALESTINE REFUGEES IN THE NEAR EAST (UNRWA) DOES NOT CHARGE A FEE OR REQUEST MONEY FROM CANDIDATES AT ANY STAGE OF THE RECRUITMENT AND ONBOARDING PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING, ONBOARDING). UNRWA DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.

Travel Services Officer (for internal and external candidates - Candidates who applied before, are encouraged to re-apply)