Business Process Assistant

1 month ago

Chennai, India World Bank Group Full time

**Job #**:

- req20835**Organization**:

- World Bank**Sector**:

- General Services**Grade**:

- GC**Term Duration**:

- 2 years 0 months**Recruitment Type**:

- Local Recruitment**Location**:

- Chennai,India**Required Language(s)**:

- English**Preferred Language(s)**:

- English**Closing Date**:

- 2/3/2023 (MM/DD/YYYY) at 11:59pm UTC**Description**

**GLOBAL CORPORATE SOLUTIONS**

Reporting to the Managing Director and World Bank Group CAO, the Global Corporate Solutions (GCS) brings together the functions of Corporate Security, Corporate Real Estate, and Corporate Services.

**ABOUT THE UNIT**

The Corporate Services (GCSCS) unit within GCS provides services to the World Bank Group in the areas of Travel and Visa services; Translation and Interpretation; Creative Services (which includes Printing Services; Graphic Design, and Editorial Production & Publications); Food and Conference Services, Global Meeting Management, and Audio Visual Services; Mail & Shipping; Staff Services (which includes: Fitness Center, Child Care, and Commuter Services); and the Art Program. The unit also provides administrative support/oversight to the World Bank Family Network, the World Bank Group Staff Association, and the 1818 Society, and is responsible for setting the policy framework and service standards, and for delivering services through a combination of staff and vendors at HQ and in Country Offices. GCSCS has about 130 staff and about 1,000 contractors.

The Service Desk is open 20 hours a day, Monday through Friday, and is staffed by a 10-member team located at the World Bank’s office in Chennai, India. To better assist clients based at World Bank Group headquarters in Washington, DC, most of the team is assigned to the core shift, which runs from 9 a.m. to 5:30 p.m., EST.

**General Responsibilities**
- Provide first-line investigation and diagnosis of problems and advise clients on appropriate solutions.
- Record, document, and track all queries and requests including all actions taken.
- Ensure that open cases are resolved within defined service-level targets.
- Support the work of GCS business units by performing non-voice functions such as processing commuter-benefit invoices for HQ staff, coordinating interoffice moves, and facilitating the delivery of diplomatic-pouch shipments to WBG country offices.
- Learn and adhere to established operating procedures and undertake regular training to increase knowledge of GCS services, policies, and systems.
- Stay abreast of current events and activities related to the World Bank Group and GCS by daily perusal of internal website, online kiosk, newsletters, and other sources.
- Attend regular meetings with counterparts from GCS business units and relay updates on policy and process changes with the rest of the team.
- Contribute to creation of internal support documentation and training materials for new and existing processes.
- Undertake special projects and assignments such as testing enhancements to internal IT systems.
- Perform other administrative duties in support the team's work program.
- Support clients by identifying problems, researching answers, and providing guidance on appropriate solutions.
- Build rapport and elicit problem details from help desk customers.
- Respond to a broad range of service requests and queries from WBG staff by using all available resources to enable fulfillment.
- Attend to open cases by following up with staff and business units as required to ensure issues are speedily resolved.
- Troubleshoot issues and attempt resolution using all available resources.
- Escalate unresolved cases and coordinate with Tier 2 colleagues as needed.
- Provide voice and non-voice support to World Bank Group staff.
- Ensure that all client requests are clearly and accurately documented with case-management software.
- Ensure that all issues are clearly and accurately documented with case-management software.
- Ensure queries and issues are captured, validated, and triaged for
- Record, classify, and track issues from outset to conclusion.
- Log and track incidents by type, source, and resolution method.

**Selection Criteria**
- Bachelor's degree.
- 2 or more years of experience helping international clients in a customer-support environment.
- Strong work ethic, meticulous attention to detail, and proven ability to work well under pressure.
- Professional and friendly attitude and ability to establish a rapport with clients over the phone.
- Excellent interpersonal skills and experience working effectively in a team setting.
- Excellent communication skills, including the ability to speak articulately, write clearly and concisely, and determine whether the message was properly understood.
- Strong grasp of business English, including correct and appropriate grammar, spelling, and punctuation.
- Ability to handle constantly changing flow of work, remain productive during slow times, multitask effectively during busy periods, and exercise patienc

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