Job Description

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 130 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. For more information, visit www.worldbank.org

BACKGROUND AND UNIT SUMMARY

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 (eTalent), and Performance Management (OPE/PEP). Other systems that we interface with are Learning (OLC), Recruitment (Compass), Self-Service (myHRSS); Business Objects and another 20+ add-on applications.

DUTIES AND RESPONSIBILITIES:

Operational Support:

• Ensure benefit payments to active staff and retirees are in line with the policies laid down in the Staff Rules.
• Exhibit extensive knowledge and understanding of relevant operating policies and procedures and guides clients in applying relevant policies, procedures, and technology.
• Collaborate well with the Compensation team with good understanding of the Compensation programs and support with research, engagement, communication, and administration / processing of compensation related items
• Coordinates with Compensation team or other stakeholders on work related to the compensation program and its implementation, such as implementation of salary merit increases, other compensation-related payments, inputs into the budget preparation etc.
• Conduct research and analysis for case resolution.
• Document all transactions in case management or relevant system for end to end process.
• Serve as first point of contact for all transactions and administer processing of the Benefit processes (reviewing form accuracy, verify eligibility, complete election/enrollments, etc.).
• Demonstrate accountability with respect to prioritizing assignments and ensuring effective handling and completion of work. Keeps tasks on track, responding to deadlines and priorities.
• Receive emailed, scanned or mailed forms or workflow generated orders; enter data into appropriate systems.
• 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
• Adhere to the Service Level Agreements (SLAs) specified by the client / process
• 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, pro-active solutions to restrict email updates on the same query/back-and-forth with the staff or stakeholder
• Review VIP and high touch client cases and provide assistance to those cases on priority

General Support:

• Assist in the administration of the workflow, including organizing workflow and queue management.
• Assist Management in taking care of administrative needs at Chennai HR Operations which includes preparing for senior leadership visits, scheduling meetings, coordinating logistics for events within the team etc.
• Support projects within HRDPC (e.g., identifying past trends 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

• Bachelors\' degree in Human Resources, Management, Behavioral Sciences, Business or Other Related fields with a minimum of 2 years of relevant experience - Preferably in a Global Shared Services environment
• Experience in customer service environments
• Good understanding of compensation policies and programs in HR and its related IT systems
• Strong analytical skills: demonstrated ability to conduct research and analysis; ability to articulate issues, proactively anticipate data analytics based on presented issues and recommend solutions to aid management in decision-making
• Proficient in Microsoft Windows applications, namely Excel, Word and Power Point, including advanced spreadsheet design, lookup tables, manipulation, and analysis skills
• General understanding of HR components from Hire to Retire and policies on Benefits
• Customer service orientation with a desire to meet or exceed expectations
• Exceptional ability to manage and support clients in sensitive, distressed situations
• 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 understand and explain complex policies and guidelines
• Excellent knowledge of Bank\'s HR policies and processes
• Experience with case management system
• Working experience with PeopleSoft HRMS or SAP, knowledge on MS Access will be an added advantage
• Term Duration of 2 years for external hires

The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.

We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.

Learn more about working at the and , including our values and inspiring stories.

Send to a Friend 1)) && !window.MSStream; if (isIOS) { document.querySelector(\'.careerSiteHeader\').removeAttribute(\'aria-hidden\'); document.querySelector(\'.careerSiteFooter\').removeAttribute(\'aria-hidden\'); document.querySelector(\'[data-tag=\\\'dlgChangeLanguage\\\']\').removeAttribute(\'aria-hidden\'); var siblings = document.querySelector(\'.careerSite\').children; for (var i = 0; i
siblings.length; i++) { siblings[i].removeAttribute(\'aria-hidden\'); }; }document.getElementsByTagName(\'body\')[0].classList.remove(\'is-dialog-open\'); return false;" />

Please wait...

Email this Job Ad to your friend(s) by adding their email address(es) along with your details to the field below:

*Separate each recipient email address with a comma.

Recipient email address(es):
*

Your First Name:
*

Your Last Name:
*

Select which language the email should be sent in.

Language:

*

This Job Opening is already listed as one of your Interests. You cannot add the same Job Opening to your list of Interests more than one time.

To see your list of Interests, navigate to the Application Status tab within My Profile

World Bank