Financial Officer

Organisation:  World Bank

Apply By:  26 Apr . 2018

Location:  Chennai(Tamil Nadu)

Financial Officer
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Background / General Description

The World Bank Group (WBG) is the world’s largest source of funding and knowledge for development solutions.  It uses its financial resources and extensive experience to help client countries reduce poverty, increase economic growth, and improve quality of life. It is governed by 189 member countries and delivers services out of 120 offices with over 16,000 staff globally.

The WBG Finance & Accounting (WFA) Vice Presidential Unit is responsible for all aspects of the financial reporting and internal control framework for the International Bank for Reconstruction and Development (IBRD), the International Development Association (IDA), the International Finance Corporation (IFC), and the extensive Trust Fund/Partnership portfolio of these entities. WFA also leads the client shared service function for the WBG corporate expenses and WBG trust funds, and ensures fiduciary responsibility for all disbursements related to Bank operations.

WBG Trust Fund and Loan Operations Department (WFATL) in World Bank Group Finance and Accounting (WFA) provides a number of financial operation activities, notably financial services, compliance, disbursements, accounting, and analytics for IBRD/IDA loans and Trust Funds.

The WFA for Trust Funds and Loans Operations (WFATL) manages loan and trust fund operations and was recently reorganized to better serve client needs, accommodate for new Bank priorities, and achieve further efficiencies and consistency in service delivery.

Duties and Accountabilities:

The Helpdesk Team Lead is based in Chennai, India, and reports to the Manager, Corporate Services, WFAAS Division, and administratively to the Chennai based Team Lead, Corporate Services.  The successful candidate will be primarily responsible (but not limited to) for the following:

Strategy / Implementation Responsibilities

  • Working with the Manager, WFAAS, and others as appropriate, lead the design and implementation of the helpdesk function for the WFATL department across Loan Operations, Loan Accounting, and Trust Funds – and across regional centers. This includes helping define the scope of the Helpdesk, design, branding, infrastructure & Operational requirements (Dispatch, hours, SLAs, calling handling protocols, etc) and metrics.
  • Work closely and interactively with the Manager, WFAAS to consolidate access points of the Department’s various Helpdesks/service accounts/touchpoints across the Loans and Trust Funds business
  • As needed, design, lead and guide the implementation of major processes, tasks and responsibilities across the helpdesk team, including tasking focal points for Knowledge Management,
  • Proactively monitor helpdesk team’s performance against business goals and objectives. Hold team accountable for deliverables and commitments including weekly publication of Volume, Quality, Cycle time metrics by RC.

Staffing Responsibilities

  • Supervise, train, and motivate staff (who may be located in HQ and/or other regional centers) assigned to the helpdesk function

Technical Responsibilities

  • Work closely with Manager and others, as appropriate, to consolidate existing helpdesk/service accounts on a common CRM platform, with common standard case handling protocols, and Service level agreements (SLAs).
  • Ensure the timely and accurate day to day operations of the helpdesk, including staffing, workflow assignments, and business continuity considerations
  • Play a leading role in designing and Implementing a uniform tiered help desk function approach for WFATL including: a) robust self service capabilities for external clients to reduce client inquiries and b) a multifunctional help desk support staff to triage and allocate client questions by consolidating and standardizing case and inquiry management.  Institute performance measures, tracking and service dashboards (including satisfaction, cycle time and error rates)
  • Ensure quality and consistency of responses
  • Develop and implement KPIs and regular monitoring and dashboard reporting
  • Play a leading role in integration of telephony features into the overall helpdesk and CRM functio
  • Identify client needs (internal and/or external), working with Loan Operations and Trust Fund teams to ensure client satisfaction and efficiency in service delivery
  • Partner with, Sr.Operations Policy officer, COEs, and others as appropriate to ensure proper and consistent training to staff to support the helpdesk function.
  • Drive change management efforts to instill a culture of process improvement and efficiency in query management, transaction processing and other back-end functions including instituting performance measures, tracking and service dashboards (including satisfaction, cycle time and error rates)
  • Develop staff productivity metrics, monitor key performance indicators for account support and corporate function, and improve delivery models to maximize efficiency and effectiveness.

 Selection Criteria:

The successful candidate will have:

  • Minimum of 7 years’ experience designing, implementing and/or leading a helpdesk (or equivalent) team-prefer someone with Cross-Regional support experience
  • Familiarity and experience with “shared service” principles and best practices to achieve efficiencies and standardization in transactions related service delivery.
  • Strong demonstrated experience supervising and motivating a virtual team of staff that are located across many different locations
  • Demonstrated ability to use and encourage the development of innovative practices that improve service delivery.
  • Strong experience in driving change by standardizing processes across a decentralized organization and creating uniformity of services (helpdesk, inquiry management.) 
  • Proven ability to align resources around client expectations and exceed client expectations.
  • Track record of successfully collaborating with peers, and stakeholders working collectively to construct solutions to collective problems. 
  • Proven ability to lead projects and task groups, deliver under time constraints with a practical and realistic approach to problem-solving and change management.
  • Excellent oral and written communication skills and ability to articulate complex ideas clearly.
  • Meet WBG core competencies at the GF level. 



Key Competencies

The preferred candidate must demonstrate the following competencies:

  • Communication:  proactively communicate to effectively share and exchange information. Able to listen actively, obtain necessary input, share ideas, speak persuasively, and convey information in a clear, objective, and concise manner.
  • Collaboration within teams and across boundaries:  collaborate and work with others across and outside of the World Bank Group in order to achieve the best results for clients; maintain a WBG corporate mindset above an individual or team perspective.
  • Willingness to work in different time zones – Given that the division is co-located in multiple cities in different time zones, candidates must be willing to work in different time zones especially the US EST time zone on an ‘as-needed’ basis.
  • Smart decision making:  balance the need for making empirically-based sound decisions with a sense of urgency by making quick, timely, and relevant decisions; be a good problem solvers.
  • Client understanding and advising:  strive to add value to clients in the business; understand the critical forces that shape clients’ needs.
  • Project management:  plans, organizes, monitors and controls projects and tasks using appropriate tools, methodologies and processes. 
  • Analytical thinking:  able to breakdown raw information and undefined problems into specific, workable components that in-turn clearly identify the issues at hand. Make logical conclusions, anticipate obstacles and consider different approaches that are relevant to the decision making process.
  • Information technology and systems:  utilize information technology to support business operations.



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