HR Assistant, Shared Services

World Bank, Chennai, India

Skill Required:, HR and Admin
Preferred Experience: 
3 to 10 Years
Closing Date for Applications: 
29th August, 2017

Job Description

Background / General 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.

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:

HR Assistant will be aligned with the HR Shared Services – Insurance Processing Team.

Process Management Specific:

  • Accurately document all transactions and document in case management or relevant system for end to end process.
  • Conduct research and analysis for case resolution. 
  • Manage task checklists for specific transactions / events.
  • Complete transaction processing (reviewing form accuracy, verify eligibility, complete election/enrollments, etc.).
  • Receive emailed, scanned or mailed forms or workflow generated orders; enter data into appropriate systems.
  • Exhibit extensive knowledge and understanding of relevant operating policies and procedures and guides clients in applying relevant policies, procedures, and technology.
  • Demonstrate accountability with respect to prioritizing assignments and ensuring effective handling and completion of work. Keeps tasks on track, responding to deadlines and priorities.
  • Serve as first point of contact for all transactions.
  • Receive transactions via: Staff Records Management, PeopleSoft, Case Management Tool and SAP.
  • Maintain data collection matrices for analysis
  • Liaison with related department (Payroll / Accounting etc.) on issues and clarifications
  • Respond to customer queries via: email / Case Management / Online and phone  (future state will require candidate to work on calls for more than 50% of their time)
  • Adhere to the Service Level Agreements (SLAs) specified by the client / process

General Support:

  • Assist in the administration of the workflow, including organizing workflow and queue management.
  • Support projects within the HRDSO (e.g., identifying past trends in the HRDSO in order to recommend improvements, participate in process improvement sessions, etc.).
  • Direct staff to available online content and self-service in HR Web.
  • Participate in the planning and execution of data quality improvement initiatives; involved in providing inputs to system upgrades, new system introductions and data management activities.

Selection Criteria:

Minimum Required Education / Experience:

  • Bachelor’s (Master’s Preferred) in HR, Management, Behavioral Sciences, Business or other related fields.
  • A minimum of 2 year’s 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 HRDSO Skills

  • Customer service orientation with a desire to meet or exceed expectations.
  • Problem solving and analytical skills
  • Exceptional ability to manage and support clients in sensitive, distressed situations.
  • Self-motivated with positive attitude and approach.  Serves as a role model for peers.  Professional demeanor at all times.
  • Excellent interpersonal skills and able to effectively bring out the strengths in a variety of Team skill sets.
  • Continuous improvement mindset
  • Able to take ownership and resolve challenging situations with the good judgment to know when to appropriately escalate matters as needed
  • Excellent oral and writing skills
  • 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 HRDSO Skills

  • Experience with case management system.
  • Working experience with PeopleSoft HRMS or SAP.
  • Excellent knowledge of Bank’s HR policies and processes.


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