Job Description
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.
HR Operations (HRDSO), which is part of HR Employment Policy, Compensation and Systems, currently operates in Washington, DC, and Chennai, India.
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. These services include being the front line for consultation on HR policies and procedures via telephone, email, or virtual consultations, as well as administration of HR transactions. The team collaborates closely with other key partners, including Payroll, Tax, Global Mobility, Information Technology, and the wider HR community.
To ensure the efficient operation and optimization of the HR systems landscape and related end-user tools/technology, the HR Technology team is responsible for the following work program.
The HR Data Management & Technology Support Team is responsible for providing advanced support for HR systems, assisting end-users with escalated issues, and ensuring smooth system operation. This role involves diagnosing and troubleshooting technical issues, collaborating with internal teams, and helping improve system functionality.
With the rise of SaaS products, cloud solutions, and the increasing number of end-user tools in the HR technology space, this team serves as the first point of contact for employees or HR staff facing HR systems issues.
The Senior HR Assistant reports to the Program Manager, HR Data Management & Technology in HR Operations, and joins a team of HR technology and data management professionals. The team collaborates across departments to ensure efficient data management, enhance HR systems through configurations and process improvements, and maintain data privacy and compliance.
Duties and Responsibilities
The position will have the following duties and accountabilities:
- Act as the first point of contact for HR Technology inquiries, providing Tier 1 support and resolving Tier 2 incidents.
- Coordinate release activities, including testing scenarios, reviewing test cases, and documenting results for system enhancements.
- Assist in pre-rollout activities, including change and communication management, to ensure smooth transitions for new systems or enhancements.
- Leverage knowledge in HR core areas—including Workforce Administration, Benefits, Recruitment, Talent, and Performance Management—to troubleshoot and resolve issues.
- Regularly monitor workflow to ensure timely responsiveness to staff inquiries and facilitate operational achievement of SLAs and KPIs.
- Provide general support towards continuous improvement initiatives as needed.
- Support projects in the data management space.
- Exercise a high level of integrity, confidentiality, and discretion in handling sensitive HR information.
- Support the training programs on Power BI and assist the Data Architecture Team on various Power BI initiatives.
- Support the Chennai team on HR data reporting and fulfill data queries from various sources; also assist with the broader work program of the team.
- Partner with all key business areas, particularly the Security team, to ensure data security issues are considered at the outset of new projects, products, and initiatives.
- Maintain process maps, technical documentation, and user guides in alignment with HR process updates.
- Develop and maintain user guides and technical documentation, with regular updates to address troubleshooting and Tier 1 support requirements.
- Prepare training materials for end-users and new joiners, ensuring adherence to best practices and consistent knowledge transfer.
Selection Criteria
- Bachelor’s Degree in Business Administration, Human Resources, Finance, Business, or a related field, with a minimum of 5 years of relevant experience, or equivalent combination of education and experience.
- Proficiency in HR systems and Microsoft applications—Excel, Word, PowerPoint—with skills in lookup tables, data manipulation, and analysis.
- Knowledge/experience in core HR areas such as compensation/benefits, strategic staffing, learning and training, performance management, career development, staffing and recruitment, and case management is a plus.
- Ability to “roll up sleeves” and engage in all aspects of HR work, from identifying issues to implementing solutions.
- Strong oral and written communication and presentation skills, with the ability to translate complex data for varied audiences and prepare client-ready materials.
- Strong attention to detail and quality control orientation.
- Demonstrated ability to work in a fast-paced and dynamic environment.
- Ability to build strong working relationships across the Human Resources Department and the World Bank Group.
- Experience in at least two functional roles involving HR core modules (e.g., Workforce Administration, Benefits, Recruitment, Talent, Performance Management).
- Experience in change management and user training, with skills in creating user guides and technical documentation.
- Knowledge in reporting tools such as Power BI.
- Familiarity with ServiceNow or similar ticketing systems is preferred.
- Excellent communication skills with a strong focus on confidentiality and handling sensitive information.
Competencies
- Client Orientation – Takes initiative and accountability for timely and high-quality responses to client queries, requests, or needs, and works to remove obstacles to overall success.
- Drive for Results – Takes ownership and accountability to meet deadlines and achieve agreed-upon results, with strong personal organization.
- Teamwork (Collaboration) and Inclusion – Collaborates productively with team members, demonstrating respect for different perspectives.
- Knowledge, Learning, and Communication – Seeks knowledge to complete tasks and shares insights clearly and effectively.
- Business Judgment and Analytical Decision Making – Analyzes facts and data to support logical, sound decisions.
- Tasks and Workflow Management – Demonstrates strong workflow and task coordination skills, handling all aspects of assigned responsibilities efficiently.
Deadline: May 5, 2025
