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 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. For more information, visit www.worldbank.org

PaC Operations (PACSO), 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.

PACSO provides centralized HR services to staff and retirees across the World Bank Group and is an integral part of the HRD Organization structure. The PACSO 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.

PACSO’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

• Exhibit excellent telephone etiquette and client service skills.
• Respond to the simple, medium and complex queries received from the clients via voice support and email.
• 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 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.
• Demonstrate accountability till complete case resolution.
• 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 to ensure cases are managed within SLA.
• Perform back up assignments with other team members during absences
• 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).
• Minimum 3 years of experience in a customer service or client facing role
• 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 customer service skills.
• Effective verbal and written communication skills.
• Flexibility to work the hours defined for this role.
• Proven ability to work in a high volume call center environment.

COMPETENCIES

• Client Orientation – Takes personal responsibility and accountability for timely response to client queries, requests or needs, working to remove obstacles that may impede execution or overall success.
• Drive for Results – Takes personal ownership and accountability to meet deadlines and achieve agreed-upon results and has the personal organization to do so.
• Teamwork (Collaboration) and Inclusion – Collaborates with other team members and contributes productively to the team’s work and output, demonstrating respect for different points of view.
• Knowledge, Learning and Communication – Actively seeks knowledge needed to complete assignments and shares knowledge with others, communicating and presenting information in a clear and organized manner.
• Tasks and Workflow Management – Has good organizational skills, and the ability to work capably in a fast-paced, deadline-oriented environment, managing multiple tasks within tight deadlines. Remains composed in difficult situations. Can think clearly under pressure.

World Bank Group Core Competencies

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 World Bank and IFC, including our values and inspiring stories.

Note: The selected candidate will be offered a one-year appointment, renewable at the discretion of the World Bank Group, and subject to a lifetime maximum ET appointment of three years. If an ET appointment ends before a full year, it is considered as a full year toward the lifetime maximum. Former and current ET staff who have completed all or any portion of their third-year ET appointment are not eligible for future ET appointments.