Knowledge Management Analyst

World Bank Group

Chennai, India

The WB Finance & Accounting (WFA) Vice Presidency is responsible for all aspects of the financial reporting and internal control framework for IBRD and IDA, and the extensive Trust Fund/Partnership portfolio of the WB entities. It supports an appropriate fiduciary control framework and administering disbursements for Bank lending and leads the client service function for the WB’s corporate expenses.

Organizationally, WFA is comprised of three departments: (1) Corporate Accounting and Reporting, (2) Trust Funds and Loans, and (3) Financial Controls. In Controller’s our mandate supports both internal and external clients while we focus on delivery, optimization, impact, and people & culture.

WFA AskAccounting Chennai WFAAN:

Within WFA, AskAccounting (WFAAN) is in Chennai and performs these core functions: 

  • Client Support on queries related to payment, travel, requesting and paying for goods and services, payroll, accounts receivable, tax, country office accounting and vendor master records.
  • Documentation for the Accounting Business Services website and communication to RM family, transaction specialists (TSps) and task team leaders (TTLs).
  • Transaction Support including – 1) Transaction Specialist Portfolio (TSp Portfolio) provides learning, accreditation and outreach support to TSps. 2) Credit limit increases on Global travel card.
  • Vendor Call Backs requesting confirmation from vendors on change requests to their master data.
  • WFAAN is looking to recruit a suitable candidate for the Knowledge Management Analyst position in the team. The candidate should be willing to work night shifts and be flexible to change shifts based on business requirements.  

What you will do:

The Knowledge Management Analyst at AskAccounting will be responsible for these core functions:

Service Desk:

  • Work with the Team Lead to plan and allocate resources for desk coverage 
  • Supervise the night-shift service desk operations
  • Manage log-off and break scheduling
  • Monitor agent first contact rate (FCR), turnaround time (TAT) and day-to-day login 
  • Coordinate with respective vendors to ensure smooth functioning of the service desk tools
  • Manage leave and back-ups in consultation with the Team Lead
  • Initiate meetings with business owners/ITS regularly to resolve pending issues and share enhancements received
  • Manage the daily, weekly, monthly, and quarterly reports for the unit
  • Manage quality assurance for the unit; train and certify new reviewers; review calls and emails of the team and provide feedback to analysts 
  • Identify training needs, review training material, coordinate and/or deliver training for the unit; maintain a training calendar for the unit; mentor new trainers
  • Manage first level escalations and coordinate with business units whenever required
  • Plan and execute unit level projects 
  • Review internal processes and suggest process improvements 
  • Provide subject matter expertise on any of the content areas
  • Provide client support via phones and emails

Candidates must have:

  • Bachelor’s or Master’s degree in a relevant discipline
  • A minimum of five years of relevant experience with a multinational organization
  • Strong communication skills, including the ability to explain and express views/opinions clearly and confidently without errors
  • Strong analytical skills and attention to detail
  • Project management skills
  • The ability to gather, organize, and present data in a user-friendly format
  • Proficient in using MS Word, Excel, and PowerPoint, Power BI and Power tools
  • Should be client focused, flexible and work effectively with other staff in the unit and outside.
  • Ability to deal sensitively in a multi-cultural environment and build effective working relations with clients and colleagues.