HR Assistant, Shared Services

World Bank, Chennai, India

Skill RequiredHR and Admin
Preferred Experience: 
5 years
Closing Date for Applications: 
21st December, 2017

Job Description


The World Bank Group (WBG) is one of the world’s largest sources of funding and knowledge for developing countries. It uses financial resources and extensive experience to help our client countries to reduce poverty, increase economic growth, and improve quality of life. To ensure that countries can access the best global expertise and help generate cutting-edge knowledge, the World Bank Group is constantly seeking to improve the way it works. Key priorities include delivering measurable results, promoting openness and transparency in development, and improving access to development information and data. Innovation and partnership bond the five institutions of the World Bank Group (WBG): the International Bank for Reconstruction and Development (IBRD) and the International Development Association (IDA), which together form the World Bank; the International Finance Corporation (IFC); the Multilateral Investment Guarantee Agency (MIGA); and the International Centre for Settlement of Investment Disputes (ICSID). The World Bank Group is one of the world's largest sources of funding and knowledge for developing countries.

The World Bank Group’s (WBG) twin goals of ending extreme poverty and promoting shared prosperity reflect a new global landscape: one in which developing countries have an unprecedented opportunity to end extreme poverty within a generation. 

The WBG’s strategy seeks to position the institution to deliver better for its clients by: (1) maximizing development impact by identifying and tackling the most difficult development challenges; (2) promoting scaled-up partnerships strategically aligned with the goals; and (3) convening public and private resources, expertise and ideas.

HRDSO Unit Overview:-

The HRDSO provides centralized HR shared services to the World Bank Group and is an integral component of HR service delivery to its client base which includes managers, staff, and retirees.  To this end, the Service Delivery Team is continually seeking to improve the way HR services are delivered to clients.  These services include being the front line for providing support and consultation on HR policies and procedures via telephone, email or fax to the Washington, DC office, as well as administration of HR transactions.  HRDSO provides these services via a tiered service delivery model.  The team collaborates with other key partners providing service to staff including Payroll, Tax, Global Mobility, and HR Business Partners.  Additionally, HRDSO provides advice to clients on how to use HR self-service tools and functionality.

HR as a business within the WBG, is highly dependent on continuous systems investments. The current systems landscape includes PeopleSoft, an enterprise-level transactional and database system (also referred to as Enterprise Resource Planning, ERP – equivalent to SAP for Financials) and its major subsystems (Compensation, Payroll, and Pension); major HR applications such as Performance Management (OPE/PEP), Recruitment (MyJobWorld), Self-Service (HR Kiosk and HR Actions), Learning (LMS), Succession Planning (eTalent);  and another 20+ add-on applications.

As part of HRDSO, the Centralized Transaction Processing Team at Chennai provides a range of services to various units within the World Bank Group to process all HRD related transaction support work, including coordination between accounting, quality assurance or any other departments and business units for any clarifications and resolution of workflow items.

Note:- Candidate must be willing to work any of the three shifts covering 18x5 including night shifts (5.30 PM to 2.00 AM Chennai Time); work week may include weekends, based on business needs & requirements.

Note: If the selected candidate is a current Bank Group staff member with a Regular or Open-Ended appointment, s/he will retain his/her Regular or Open-Ended appointment. All others will be offered a 2 year term appointment.

Duties and Accountabilities:

The HR Assistant, Shared Services is an integral part of the HR Operations, handling the work program for Appointments processing.  The role requires the highest levels of client orientation, stakeholder management, attention to detail and strong organizational skills.  

Process Management:

  • Process “Letter of Appointment (LOA)” for Term & Short Term appointments.
  • Process hiring related system triggered action as per the policies and procedures.
  • Provide assistance in collecting and entering data in accordance with established guidelines.
  • Respond to inquiries (received through email, voicemail etc) from internal users on transaction status.
  • Act on client request – engaging in discussion as needed to understand and determine action required.
  • Liaise with units across HR such as Benefits, Visa Services, Payroll, etc. as needed to ensure cases are processed quickly and accurately.
  • Proactive in providing solutions to clients.

Case Management:

  • Monitor email and workflow items and take immediate action on any requests by coordinating with client units
  • Review & process cases assigned on the same day and take appropriate action
  • Resolve pending cases except those that require assistance from other teams
  • Ensure responsiveness to clients through interim responses and follow-up notes at all time
  • Focus on quality of responses i.e clarity, completeness, tone / language and provide pro-active solutions.
  • Coordinate with the client to ensure information provided is clear and complete
  • Review VIP and high touch client cases and provide assistance to those cases on priority

General Support:

  • Provide ideas to improve processes
  • Participate in discussions / forums to come up with suggestions to enhance customer experience
  • Participate in development, evaluation and system testing activities connected with new business transactions/processes; assist in documentation of new processes
  • Direct staff to available online content and self-service in HR Web

Selection Criteria:

Minimum Required Education / Experience:

  • Bachelor’s (Master’s Preferred) in HR, Management, Behavioral Sciences, Business or other related fields.
  • A minimum of 6 months experience in more than one functional areas (e.g. Benefits, Compensation, HR administration), preferably in a global HR Shared Services environment.
  • Experience in customer service environments.

Fundamental HRD Operations Skills

  • Customer service orientation with a desire to exceed expectations.
  • Analytical skills.
  • Excellent interpersonal skills.
  • Continuous improvement mindset.
  • Able to take ownership and resolve challenging situations with good judgment to know when to appropriately escalate matters as needed.
  • Excellent communication skills, both oral and written.
  • Ability to handle sensitive information in a confidential manner.
  • Ability to convey a high level of integrity and credibility.
  • Ability to understand and explain complex policies and guidelines.

Technical HRD Operations Skills

  • Experience with case management system.
  • Working experience with PeopleSoft HRMS or SAP is preferred.
  • Experience in handling client calls & resolving issues.


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