HR Assistant - Intake Job #: req32480 Organization: World Bank Sector: Human Resources Grade: GC Term Duration:ย 2 years 0 months Recruitment Type: Local Recruitment Location: Chennai,India Required Language(s): English Preferred Language(s): Closing Date: 4/9/2025 (MM/DD/YYYY) at 11:59pm UTC
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ย 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
BACKGROUND AND UNIT SUMMARY
HR Operations (HRDSO), which is part of HR Employment Policy, Compensation and Systems, currently operates in Washington, DC, and Chennai, India.ย
HRDSO provides centralized HR shared services to the World Bank Group and is an integral component of streamlined HR service delivery to its client base, which includes managers, staff, dependents, and retirees.ย To this end, the Operations Team is continually seeking to improve the way HR Services are delivered to clients.ย These services include being the front line for providing consultation on HR policies and procedures via telephone, email, or virtual consultations, as well as administration of HR transactions.ย The team collaborates closely with other key partners, including Payroll, Tax, Global Mobility, Information Technology, and the wider HR community.ย
The HR Operations Intake Team acts as the first point of contact for a diverse set of stakeholders, including job applicants, active staff and their dependents, retirees, terminated employees, and external agencies requesting employment verification. Our role requires us to navigate a wide spectrum of HR processes, policies, and systems, ensuring that each inquiry is handled with accuracy, efficiency, and a service-oriented approach. We operate across multiple communication channelsโincluding phone, email, and LiveChatโto ensure seamless accessibility and timely resolution of inquiries.
Our support extends across the entire employee lifecycle, covering areas such as recruitment, global mobility, benefits, insurance, visa processes, policy interpretation, performance management, short-term appointments, the learning platform, and HR systems. Each call or request presents a unique scenario, requiring us to assess the situation in real time, apply our expertise, and provide tailored guidance. The unpredictability of our daily interactions demands agility, problem-solving skills, and an in-depth understanding of HR frameworks and institutional policies.
Note: The candidate must be willing to work any of the shifts covering 15x5, including night shifts from 6:30pm until 3:00am IST
DUTIES AND RESPONSIBILITIES:
โข Respond to the moderate and complex queries received from the clients via calls, emails and LiveChat
โข 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
โข Conduct research and analysis for case resolution.
โข Escalate issues to Tier 2 support/Analyst or to the Team Lead when unable to resolve personally.
โข Educate clients on the availability and usage of self-service options.
โข Exhibit extensive knowledge and understanding of relevant operating policies and procedures and guides clients in applying relevant policies, procedures, and technology.
โข Manage difficult clients and demonstrate accountability till complete case resolution
โข Serve as first point of contact for all HR transactions
โข Ability to understand and explain complex policies and guidelines.
โข Receive transactions via: Calls, Staff Records Management, Peoplesoft, Case Management system and SAP
โข Liaison with related department (Payroll / Accounting, Travel, etc.) on issues requiring clarification.
โข Manage the flow of information; monitor and follow up on outstanding issues and deadlines
โข Ensure that all queries are logged and tracked in the case management system.
โข Perform back up assignments with other team members during absences
โข Support projects within the operations (e.g., identifying past trends in the team to recommend improvements, participate in process improvement sessions, etc.).
โข Support the creation and maintenance of process documentation and training material
โข Provide recommendations for increasing user satisfaction.
โข Provide individual counseling to staff members on variety of HR policies
โข Support triaging to ensure that all received cases/queries are allocated to the respective teams/members.
โข Identify potential escalations promptly and flag them to the relevant members as appropriate
Selection Criteria
โข Bachelorsโ degree (in Human Resources, Management, Behavioral Sciences, Business or Other Related fields).
โข Minimum 3 years of experience in a customer service or client facing role or a combination of education and experience โ Preferably in a Global Shared Services environment
โข Demonstration of WBG core and HR functional competencies at the respective grade level
โข Organizational and time management skills with demonstrated attention to detail and ability to prioritize tasks
โข Strong computer skills with knowledge of Microsoft office applications
โข Ability to present information clearly and concisely both orally and in writing
โข Excellent client service skills
โข Effective verbal and written communication skills
โข Flexibility to work the hours defined for this role
Competencies
โข 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.
โข Drive for Results - Takes personal ownership and accountability to meet deadlines and achieve agreed-upon results, and has the personal organization to do so.ย
โข 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.
โข 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.
โข Business Judgment and Analytical Decision Making - Analyzes facts and data to support sound, logical decisions regarding own and others' work.ย
โข Tasks and Workflow Management - Has excellent workflow management and task organization skills; able to take responsibility for all aspects of coordination of the workflow of assigned responsibilities.
โข HR Clients Service - Has ability to serve as resource expert on full range of HR products and services, advising on most complex issues and identifying and resolving difficult problems and issues that affect clients in a professional manner.
World Bank Group Core Competencies
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 theย World Bankย andย IFC, including our values and inspiring stories.