Do you want to build a career that is truly worthwhile? Working at the World Bank Group provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank Group is one of the largest sources of funding and knowledge for developing countries; a unique global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity and promoting sustainable development. With 189 member countries and more than 120 offices worldwide, we work with public and private sector partners, investing in groundbreaking projects and using data, research, and technology to develop solutions to the most urgent global challenges.
HR Operations (HRDSO), which is part of HRD Employment Policy, Compensation & Systems, currently operates in Washington, DC and Chennai, India to provide a wide range of HR services to World Bank Group (WBG) staff, consultants, dependents, and retirees. These services include front line HR processing and consultation support on HR policies and procedures via telephone, email, walk-in visits, virtual consultations.
HRDSO provides centralized HR services to staff and retirees across the World Bank Group and is an integral part of the HRD Organization structure. The HRDSO team is the first point of contact for HR Services and strives to continuously improve its processes to drive efficiencies and enhance effectiveness. These services include providing infrastructure for self-services transactions, Tier 1 support and Tier 2 consultation on HR policies and procedures via telephone, email or walk-in visits to the Washington, DC office. The team collaborates closely with other key partners including Payroll, Tax, Pension, Global Mobility, and HR Coe’s, Business Partners and HRD Strategy teams.
HRDSO’s delivery model is enabled through a Modern HR IT strategy and the team has embarked on an ambitious implementation roadmap for providing state of the art technology capabilities to our staff and Managers. The current systems landscape is built around the PeopleSoft ERP including key modules like HCM, Benefits, Global Payroll, Pension, Talent Management (talent), and Performance Management (OPE/PEP). Other systems that we interface with are Learning (OLC), Recruitment (Compass), Self-Service (myths); Business Objects and another 20+ add-on applications.
Duties and Accountabilities
Respond to the moderate and complex queries received from the clients
Manage fulfillment activities, including incoming and outgoing documentation.
Provide interpretation of various policies, processes and procedures related to the HR transactions, products and services and ensure the advice is in accordance with Staff Rules
Thoroughly and accurately document all transactions and document fulfillments in case management or relevant system.
Conduct research and analysis for case resolution.
Escalate issues to Tier 2 support or to the Team Lead when unable to resolve personally.
Educate customers on the availability and usage of self-service options.
Exhibit extensive knowledge and understanding of relevant operating policies and procedures and guides clients in applying relevant policies, procedures, and technology.
Manage difficult clients and demonstrate accountability till complete case resolution
Serve as first point of contact for all transactions
Ability to understand and explain complex policies and guidelines.
Receive transactions via: Calls, Staff Records Management, Peoplesoft, Case Management system and SAP
Liaison with related department (Payroll / Accounting, Travel, etc.) on issues requiring clarification.
Manage the flow of information; monitor and follow up on outstanding issues and deadlines
Respond to customer queries via voice support and email.
Ensure that all queries are logged and tracked in the case management system.
Perform back up assignments with other team members during absences
Support projects within the operations (e.g., identifying past trends in the team in order to recommend improvements, participate in process improvement sessions, etc.).
Support the creation and maintenance of process documentation and training material
Provide recommendations for increasing user satisfaction.
Provide individual counseling to staff members on variety of HR policies
Support triaging to ensure that all received cases/queries are allocated to the respective teams/members.
Identify potential escalations promptly and flag them to the relevant members as appropriate
Selection Criteria
Bachelors’ degree (in Human Resources, Management, Behavioral Sciences, Business or Other Related fields).
Experience in a customer service or client facing role or a combination of education and experience.
Demonstration of WBG core and HR functional competencies at the respective grade level
Organizational and time management skills with demonstrated attention to detail and ability to prioritize tasks
Strong computer skills with knowledge of Microsoft office applications
Ability to present information clearly and concisely both orally and in writing
Excellent client service skills
Effective verbal and written communication skills
Flexibility to work the hours defined for this role
