Job Openings

World Bank recruits Senior HR Case Management Assistant for the Chennai Office

World Bank
Recruits for the following Post
Job # 090051
Job Title – Senior HR Case Management Assistant

Background:

HR is undergoing a wide-ranging transformation reflecting three key pillars of activity: Bank workforce strategy, Bank performance strategy, and HRS operational effectiveness strategy. The Human Resources Service and Support Center (HRSSC) provides centralized HR shared services to the Bank and is an integral component of streamlined HR service delivery to its client base: Managers, Staff and Retirees.

The HRSSC is transforming the way it delivers services, adopting a typical contact center tiered model and integrating services across all HR service providers (i.e. client teams, recruiting, mobility, compensation policy, employment policy and learning). The HRSSC will be the first point of entry and single contact point for standard HR information, inquiries and transactions, including those related to the implementation of HR policies and procedures and will provide standard policy information to staff, retirees, spouses, Managers and HR Client Team members. Additionally, the HRSSC will provide advice to clients on how to use HR self-service tools such as HR Kiosk or HR Actions. The HRSSC staff will provide “first call” support via telephone, email, voicemail and walk- in visits to HQ, support internet requests or actions and will work with its HR delivery partners for a seamless request resolution.

The HRSSC will provide global support to its client base, by delivering services through its HQ and Chennai locations.

As part of the HRSSC transformation, there is a GD level vacancy for the role of HR Senior Case Management Assistant at Chennai, who reports to the Offshore HR Contact Center Supervisor, in the HRSSC.

Duties and Accountabilities
HR Senior Case Management Assistant is position within the HRSSC with primary responsibility for processing all HRSSC transactions. HR Senior Case Management Assistants are expected to fully demonstrate HR generalist capabilities as well as pursue specialized HRSSC process area expertise. Work assignments include taking full responsibility with respect to every aspect of an assignment by acting independently and professionally as well as providing informal coaching to HR Case Management Assistants.

Specific scope of responsibility includes the following areas:

­ Process Management: Fulfill HRSSC Contact Center transactions and case management (Remedy).

­ Subject Matter Expertise: Pursue specialized HRSSC expertise along with informally coach more junior staff on transaction processing as well as data and record management.

­ General Support: Provide general support to HRSSC continuous improvement initiatives as needed.

Key Responsibilities:
The Senior HR Case Management Assistant is an integral part to effective management of the HR Service Center, handling the work program for the processing which handles the vast majority of volume of work in the HRSSC, as well as fulfilling the more complex processes and client inquiries. The role requires the highest levels of client orientation, people management, attention to detail and strong organizational skills.

Process Management
• Team coordinator responsible for regular worklist assignment and monitoring.
• Complete medium to complex transaction processing (reviewing form accuracy, verifying eligibility, completing election/enrollments, etc.).
• Manage fulfillment activities, including incoming and outgoing documentation.
• Conduct research and analysis for case resolution.
• Manage task checklists for specific transactions / events (e.g., Separation).
• Identify inefficiencies in data and record management processes and make recommendations for improvement.
• Periodically review staff master data for accuracy and thoroughness.
• Periodically review transaction and fulfillment data in case management or relevant system for accuracy and thoroughness.

Subject Matter Expertise
• Review HR Case Management Assistant work and provide recommendations to increase accuracy and efficiency.
• Take an active role in developing expertise in a specialized HRSSC process area.
• Informally coach HR Case Management Assistants on transaction processing and data and record management.

General Support
• Suppor projects within the HRSSC (e.g., identifying past trends in the HRSSC in order 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.
• Consistently pursue and acquire specialized abilities/skills and accept new challenges to meet critical needs within the HRSSC.

Selection Criteria
• Minimum Required Education / Experience:
• A Bachelor’s Degree (HR, Management, Behavioral Sciences, Business, IT or other related field (Preferred).
• 2 years of relevant experience (Preferred).
• OR equivalent combination of education and experience.
• Experience in customer service environments.

• Additional Preferred Experience:
• Experience working in an international environment.

• Fundamental HRSSC Skills
o Customer service orientation with a desire to meet or exceed expectations.
o Problem solving and analytical skills
o Exceptional ability to manage and support clients in sensitive, distressed situations.
o Self motivated with positive attitude and approach. Serves as a role model for peers. Professional demeanor at all times.
o Excellent interpersonal skills and able to effectively bring out the strengths in a variety of Team skill sets.
o Continuous improvement mindset
o Able to take ownership and resolve challenging situations with the good judgment to know when to appropriately escalate matters as needed
o Excellent oral and writing skills
o Ability to handle sensitive information in a confidential manner
o Ability to convey a high level of integrity and credibility.
o Ability to understand and explain complex policies and guidelines.

• Technical HRSSC Skills
o Experience with Remedy case management system or a similar system desired.
o Working experience with PeopleSoft HRMS or a similar HR System.
o Experience in handling client calls in a contact center environment.

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