Specialist Shared Services - Chennai - The World Bank Group
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The World Bank Group (WBG) is one of the world’s largest sources of funding and knowledge for developing countries. It uses financial resources and extensive experience to help our client countries to reduce poverty, increase economic growth, and improve quality of life. To ensure that countries can access the best global expertise and help generate cutting-edge knowledge, the World Bank Group is constantly seeking to improve the way it works. Key priorities include delivering measurable results, promoting openness and transparency in development, and improving access to development information and data. Innovation and partnership bond the five institutions of the World Bank Group (WBG): the International Bank for Reconstruction and Development (IBRD) and the International Development Association (IDA), which together form the World Bank; the International Finance Corporation (IFC); the Multilateral Investment Guarantee Agency (MIGA); and the International Centre for Settlement of Investment Disputes (ICSID). The World Bank Group is one of the world's largest sources of funding and knowledge for developing countries.
The World Bank Group (WBG)’s twin goals of ending extreme poverty and promoting shared prosperity reflect a new global landscape: one in which developing countries have an unprecedented opportunity to end extreme poverty within a generation.
The Human Resources Department (HRD) of the WBG is focused on delivering higher value HR services to drive organizational performance and help make the WBG the employer of choice in the area of development. The WBG HR has core roles designed to provide leading-edge services to a globally dispersed workforce: Client Teams, Centers of Expertise (CoEs), and Shared Services.
HRD Shared Services Operations (HRDSO), which is part of HRD Shared Services, 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 and retirees. To this end, the Operations Team is continually seeking to improve the way HR Services are delivered to clients. These services include being the front line for providing Tier 1 support and Tier 2 consultation on HR policies and procedures via telephone, email or walk-in visits to the Washington, DC office, as well as administration of HR transactions. The team collaborates closely with other key partners including Payroll, Tax, Global Mobility, and the HR Officer community.
HR as a business within the WBG, is highly dependent on continuous systems investments. The current systems landscape includes PeopleSoft, an enterprise-level transactional and database system (also referred to as Enterprise Resource Planning, ERP – equivalent to SAP for Financials) and its major subsystems (Compensation, Payroll, and Pension); major HR applications such as Performance Management (OPE/PEP), Recruitment (MyJobWorld), Self-Service (HR Kiosk and HR Actions), Learning (LMS), Succession Planning (eTalent); and another 20+ add-on applications.
The Centralized Transaction Processing Team at HRDSO Chennai provides a range of services to various units within the World Bank Group to process all HRD related transaction support work, including coordination between accounting, quality assurance or any other departments and business units for any clarifications and resolution of workflow items.
As part of the ST program, Short Term Temporaries / Short Term Consultants engaged across the World Bank Group are supported by HRD. The ST work program delivered at Chennai includes end to end processing of transactions relating to ST appointments. This includes, but not limited to, creation of purchase orders, monitoring business approvals, providing advisory services on fee setting and generation of Letter of Appointments.
Following the completion of the admin portal roll out, the team is now in preparation for the roll out to the 120 plus country offices of the World Bank group. Given this growing activity, there is a need to strengthen resources and support in this area. This role will enable the team to create capacity and dedicate additional focus to the ST work program, while continuing to enhance delivery on the current portfolio of services.
Please note that this position will be a Monday-Friday split shift that commences at 2:00 p.m. to 10:30 pm IST to ensure overlap with Washington DC based colleagues and clients. However, based on the business needs you might be required to work in NIGHT Shift and/or 24/7 to support as advised by your Supervisor/ Team Lead to accomplish your work program.
Candidate must be willing to work any of the three shifts covering 24x7. Work week will be 5 shifts and may cover weekend and Candidates must be willing to work flexible hours.
Note: If the selected candidate is a current Bank Group staff member with a Regular or Open-Ended appointment, s/he will retain his/her Regular or Open-Ended appointment. All others will be offered a 2 year term appointment.
Duties and Accountabilities:
The position will report to the Program Manager, Operations Chennai. The Team Lead will need to be able to respond to highly complex issues requiring policy and staff rule interpretation as well as lead three teams based in Chennai in the following areas: 1) Transaction Processing, 2) Appointments and 3) ST Governance. The work includes but is not limited to: • Leading efforts to streamline resolution timeliness, consistency in administration of policies and procedures throughout the operations team • Project management role to include end to end planning and implementation for assigned projects as may be assigned. • Identifying and defining detailed training requirements as well as identifying and maintaining internal tracking reports/matrixes to ensure all cases are responded to within the agreed upon Service Level Agreements (SLAs). • Emphasizing the importance of Service Delivery values on quality, efficiency and operational excellence on a daily basis. Modelling these in all interactions with team and other staff. The selected candidate must: • Be a strategic and tactical business partner to the HRDSO Manager, HRDSO program managers and other key stakeholders. • Possess the ability to negotiate skillfully in difficult situations. Develop processes to enhance communication and sharing of best practices in the team. • Accomplish desired results by setting priorities, effectively managing through people and processes utilizing reliable tools, and leveraging resources and other parts of the team. • Assist in the design/development of analysis tools or processes, innovation and their training on these tools to develop both quality team and operational excellence. • Establish and maintain high performance expectations and accountability for these. Assign clear results agreements, and provide knowledge and enabling resources to ensure individuals deliver desired contributions and results. Monitor implementation to assure success and accountability for results. • Review daily reports to improve process measurements and analyze data to allow early detection of performance risks. • Ensure operational excellence and quality standards are adhered to at all times. • Be available to work full-time during business hours as defined by the Manager, HRDSO.
• Master’s Degree with concentration in business administration, or human resources. • Minimum of 10 years’ experience in a shared services / HR service delivery environment. • Previous experience supervising a staff to include performance management. • Ability to articulate functional and technical requirements and objectives and translate those into solutions. • Ability to determine functional processes / priorities based on the requirements of the business and quickly adapt an approach for change. • Ability to effectively communicate service delivery issues / recommendations to management both within and outside of the Chennai Team. • Leadership for planning and developing solutions to support this service delivery model. • Leadership qualities to facilitate the team’s ability for accurate and timely delivery. • Excellent communications skills. • Excellent reading, writing, and listening skills. • Ability to develop/maintain business relationships necessary for the team to fulfill service delivery requirements. • Demonstrated strong Project Management and Process Improvement skills with emphasis on life-cycle planning and end-to-end delivery. • PeopleSoft (preferably v9.1) and Case Management skills a plus. COMPETENCIES • Broad Business Thinking - Maintains an in-depth understanding of the long term implications of decisions both for related areas within the VPU and the client’s business. Involves key players in identifying operating needs, issues and immediate solutions. • Focus in the midst of change - Conveys to others a sense of positive expectations and acceptance of uncertainty when faced with challenges or change. Seeks input from others, demonstrates confidence and optimism when working with others. • Human Resources Programs and Policies - Demonstrates broad knowledge and understanding of HR policies, practices and systems. Provides consistent and quality advice and support to client managers and staff. Makes recommendations to modify existing policies. • Shared Services: Processing, Case Management, and Quality Control - Seeks information about the real underlying needs of the customer, beyond those expressed initially and demonstrates ownership for meeting client needs. Identifies needs in business processes/workflows and elevates to management. • Project/Program Management - Able to collaborate with clients/stakeholders to define objectives, deliverables and timelines for specific HR projects and initiatives. Applies sophisticated project management processes to increase process and quality objectives of function. • Internal controls and corporate procedures - Can evaluate specific policies and procedures against the entity's stated mission, strategies and practices, and identify deficiencies. • 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. • Transactions Processing and Quality Control - Has ability to efficiently process diverse accounting and administrative transactions in accordance to accounting/procurement policies and WB code of conduct. • 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. • Drive for Results - Takes personal ownership and accountability to meet deadlines and achieve agreed-upon results, and has the personal organization to do so. • 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. • 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. • Business Judgment and Analytical Decision Making - Analyzes facts and data to support sound, logical decisions regarding own and others' work.