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 Accountabilities:
The Senior HR Assistant will have the following duties and accountabilities:
Provide Tier 2 level support in the Comp & Ben arena by responding, both orally over telephone and in writing by email, to complex queries and sensitive issues.
Liaise with Policy team, Global Mobility, Tax, WFA and ITS to ensure satisfactory resolution of cases requiring escalation, exception or waiver.
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
Coordinate 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.
Analyze and resolve diverse Benefit issues as they arise, which often requires interpretation of existing Staff Rules, guidelines, processes and independently determining the appropriate approach.
Coordinate designated Benefits projects related to process optimization, capacity assessments, and related initiatives like TLB, API, IRMAA etc.
Apply root cause analysis to diagnose technical problems and proposes solutions to rectify problems consistently and accurately.
Ability to work on and Analyze Reconciliation reports and find solutions to issues
Conduct in-depth research and apply HR policies based on documented rules and waivers.
Consult with relevant Center of Expertise (CoE) when unable to resolve complex issues personally, articulating issues and proposing possible options and implications.
Follow up with CoEs, Payroll, Pension, Global Mobility, Tax and HR Business Partners to ensure satisfactory resolution of cases requiring escalation, exception or waiver.
Develop reports as needed to provide updates to stakeholders on the execution of day-to-day and project-based activities
Selection Criteria:
Bachelors’ degree in Human Resources, Management, Behavioral Sciences, Business or Other Related fields
Relevant experience Preferably in a Global Shared Services environment.
Ability to develop / maintain business relationships necessary for the team to fulfill.
Ability to effectively communicate service delivery issues recommendations to management both within and outside of HRDSO Team.
Ability to present information clearly, concisely, and compassionately both orally and in writing
Analytical ability, practical problem-solving skills and resourcefulness in performing varied tasks
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
Excellent organizational skills and ability to prioritize and deliver assignments in a timely manner often under time pressures.
Strong inter personal skills and commitment to work in a team-oriented, multi cultural environment.
Ability to handle very sensitive HR matters with agility and tact.
Experience in customer service environments.
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.
Experience with case management system.
Working experience with PeopleSoft HRMS or SAP, knowledge on MS Access will be an added advantage.
