HR Assistant - Intake

Job Posting Organization:
The World Bank Group is a global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity, and promoting sustainable development. Established in 1944, it has grown to include 189 member countries and operates in more than 120 offices worldwide. The organization is one of the largest sources of funding and knowledge for developing countries, working with public and private sector partners to invest in groundbreaking projects and utilize data, research, and technology to address urgent global challenges.

Job Overview:
The HR Assistant - Intake position at the World Bank Group is a pivotal role within the HR Operations (HRDSO) team, which provides centralized HR shared services. This role is essential for delivering streamlined HR services to a diverse client base, including managers, staff, dependents, retirees, and external agencies. The HR Assistant will serve as the first point of contact for inquiries related to HR processes, policies, and systems, ensuring that each interaction is handled with accuracy and efficiency. The position requires a service-oriented approach and the ability to navigate complex HR scenarios, providing tailored guidance to clients. The HR Assistant will work across various communication channels, including phone, email, and LiveChat, and must be adaptable to the unpredictability of daily interactions. The role also involves supporting the entire employee lifecycle, from recruitment to performance management, and requires a willingness to work flexible hours, including night shifts.

Duties and Responsibilities:
The HR Assistant will be responsible for responding to moderate and complex queries from clients via calls, emails, and LiveChat. This includes providing interpretations of HR policies and procedures, conducting research for case resolution, and escalating issues when necessary. The assistant will educate clients on self-service options, manage difficult client interactions, and serve as the first point of contact for HR transactions. Responsibilities also include logging and tracking queries in the case management system, liaising with related departments, managing information flow, and supporting process improvement initiatives. The HR Assistant will provide individual counseling on HR policies and ensure that all received cases are triaged appropriately. Additionally, the role involves supporting the creation and maintenance of process documentation and training materials, as well as recommending improvements for user satisfaction.

Required Qualifications:
Candidates must possess a Bachelor's degree in Human Resources, Management, Behavioral Sciences, Business, or a related field. A minimum of three years of experience in a customer service or client-facing role is required, preferably within a Global Shared Services environment. The ideal candidate will demonstrate core competencies of the World Bank Group and HR functional competencies at the respective grade level. Strong organizational and time management skills, attention to detail, and the ability to prioritize tasks are essential. Proficiency in Microsoft Office applications and excellent client service skills are also required, along with effective verbal and written communication abilities. Flexibility to work the defined hours for this role is necessary.

Educational Background:
The position requires a Bachelor's degree in a relevant field such as Human Resources, Management, Behavioral Sciences, Business, or other related disciplines. This educational background is essential for understanding the complexities of HR policies and procedures, as well as for effectively communicating with clients and stakeholders.

Experience:
Candidates should have a minimum of three years of experience in a customer service or client-facing role. This experience should ideally be in a Global Shared Services environment, where the candidate has developed skills in managing client interactions and resolving complex queries. Demonstrated experience in HR functions and a solid understanding of HR frameworks will be advantageous.

Languages:
The mandatory language for this position is English. Proficiency in additional languages may be considered a plus, although not explicitly required. Strong communication skills in English, both oral and written, are essential for effectively interacting with clients and stakeholders.

Additional Notes:
This position is a local recruitment role with a term duration of 2 years. The HR Assistant will be expected to work flexible hours, including night shifts from 6:30 PM to 3:00 AM IST. The World Bank Group offers comprehensive benefits, including a retirement plan, medical, life and disability insurance, and paid leave, including parental leave. The organization is committed to diversity and inclusion, ensuring equal opportunity for all employees regardless of gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.