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.
The WBG Finance & Accounting Vice Presidency (WFA) is responsible for all aspects of the financial reporting and internal control framework for the IBRD, IDA and the extensive Trust Fund/Partnership portfolio of these entities. WFA comprises the following functions: Financial Instruments Accounting and Valuation; Loan and Trust Fund Operations; Global Expense services; Financial Reporting; Accounting Policy; Advisory Services; and Operational Risks and Controls. WFA also provides financial and accounting services to IFC in several areas including controllership and budget and planning functions. These units collectively include approximately 450 staff, of which 100 are in Washington, D.C. with the remainder in regional offices including the largest in Chennai, India. Duties & Responsibilities:
The Knowledge Management Officer is based in Chennai, reports to the Senior Knowledge Management Officer, and will be responsible for the following:
Work program Delivery:
Manage the day-to-day operations of AskAccounting helpdesks, including but not limited to client support through emails, telephony self - service portals, to provide best in class services to internal and external clients
Plan the work program delivery and manage deviations by closely monitoring the metrics and KPIs
Ensure availability of trained staff and back-ups to manage volume spikes and contingencies
Ensure efficiency and quality of the client service delivery
Manage escalations and service issues, and develop long term plan to minimize them
Manage reporting and analytics to provide actionable input to stake holders
Identify and implement improvements to current processes to increase the efficiency of the teams’ operations.
Leverage the use of data and analytics to increase efficiency and enhance client service
Ensure the AskAccounting website is continuously improved, and documentation is maintained up to date to provide excellent self-service opportunities to clients
Ensure that all the change management activities are coordinated with clients and stakeholders and completed on time with the expected quality
Manage tools and technologies needed to ensure smooth delivery of the work program
Lead /Support projects and initiatives for the Division/ Department/ VPU and Institution.
Manage the Business Continuity Plan (BCP) for the team and ensure readiness of staff, tools and technologies
Manage hiring and training to ensure that vacancies are filled, and trainings are completed on time
Team Management:
Create and sustain an environment of trust, open communication, creative thinking, and cohesive team effort
Encourage innovation and continuous improvement within the team
Manage performance by providing timely feedback, coaching, and mentoring to achieve desired outcomes and build a strong team
Resolve dysfunctional behaviors and conflicts to maintain healthy team dynamics
Strive to build team consensus and win-win agreements
Identify training needs, soft skills and technical, and work with the trainers to complete the trainings
Recognize and celebrate team and team member accomplishments and exceptional performance
Stakeholder Management:
Engage actively with all stakeholders in business units to provide insights on client needs and opportunities for improvement
Proactive outreach to client communities to enhance Ask Accounting service delivery and presence
Project Management:
Create and sustain project management culture in the team
Identify/initiate projects; and participate in the division/unit/VPU level projects
Prepare project documentation such as project charter, project plan, project schedule
Plan resources and tools to complete the project on time
Provide timely communication and status reports
Resolve disagreements and escalate issues which cannot be resolved by the project team
Collaborate closely with other corporate expenses teams in HQ and Chennai and across VPU units to ensure free flow of information.
Selection Criteria:
Post Graduate Degree in any discipline, with a minimum of 8 years of relevant experience of which a minimum of 5 years in managing helpdesk/ client servicing operations in a large organization
Strong team leading, conflict resolution and decision-making capabilities
Good understanding of client servicing domain
Demonstrated high level of initiative, self-confidence and a self-starter
Strong interpersonal skills; commitment to work in a team-oriented, multi-cultural environment; problem solver
Proven capacity to multi-task, deliver results and respond quickly and effectively to requests
Good project management capabilities
Good understanding of emerging technologies in the client service domain
Excellent verbal and written communication and presentation skills
