HR Assistant - Intake

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About the Organization

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.

Job Description

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.  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 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.

The HR Operations Intake Team acts as the first point of contact for a diverse set of stakeholders, including job applicants, active staff and their dependents, retirees, terminated employees, and external agencies requesting employment verification. Our role requires us to navigate a wide spectrum of HR processes, policies, and systems, ensuring that each inquiry is handled with accuracy, efficiency, and a service-oriented approach. We operate across multiple communication channels—including phone, email, and LiveChat—to ensure seamless accessibility and timely resolution of inquiries.

Our support extends across the entire employee lifecycle, covering areas such as recruitment, global mobility, benefits, insurance, visa processes, policy interpretation, performance management, short-term appointments, the learning platform, and HR systems. Each call or request presents a unique scenario, requiring us to assess the situation in real time, apply our expertise, and provide tailored guidance. The unpredictability of our daily interactions demands agility, problem-solving skills, and an in-depth understanding of HR frameworks and institutional policies.

Job Responsibilities

• Respond to the moderate and complex queries received from the clients via calls, emails and LiveChat
• Provide interpretation of various policies, processes and procedures related to the HR transactions, products and services and ensure the advice is in accordance with Staff Rules
• Conduct research and analysis for case resolution.
• Escalate issues to Tier 2 support/Analyst or to the Team Lead when unable to resolve personally.
• Educate clients on the availability and usage of self-service options.
• Exhibit extensive knowledge and understanding of relevant operating policies and procedures and guides clients in applying relevant policies, procedures, and technology.
• Manage difficult clients and demonstrate accountability till complete case resolution
• Serve as first point of contact for all HR transactions
• Ability to understand and explain complex policies and guidelines.
• Receive transactions via: Calls, Staff Records Management, Peoplesoft, Case Management system and SAP
• Liaison with related department (Payroll / Accounting, Travel, etc.) on issues requiring clarification.
• Manage the flow of information; monitor and follow up on outstanding issues and deadlines
• Ensure that all queries are logged and tracked in the case management system.
• Perform back up assignments with other team members during absences
• Support projects within the operations (e.g., identifying past trends in the team to recommend improvements, participate in process improvement sessions, etc.).
• Support the creation and maintenance of process documentation and training material
• Provide recommendations for increasing user satisfaction.
• Provide individual counseling to staff members on variety of HR policies
• Support triaging to ensure that all received cases/queries are allocated to the respective teams/members.
• Identify potential escalations promptly and flag them to the relevant members as appropriate

Education Qualification/Required Skills & Experience

• Bachelors’ degree (in Human Resources, Management, Behavioral Sciences, Business or Other Related fields).
• Minimum 3 years of experience in a customer service or client facing role or a combination of education and experience – Preferably in a Global Shared Services environment
• Demonstration of WBG core and HR functional competencies at the respective grade level
• Organizational and time management skills with demonstrated attention to detail and ability to prioritize tasks
• Strong computer skills with knowledge of Microsoft office applications
• Ability to present information clearly and concisely both orally and in writing
• Excellent client service skills
• Effective verbal and written communication skills
• Flexibility to work the hours defined for this role

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