Business Solutions Associate, Chennai, India World Bank Closing date: Sunday, 29 July 2018

Business Solutions Associate, 
Chennai, India 
World Bank 
Closing date: Sunday, 29 July 2018

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Business Solutions Associate

Job #:	req240
Organization:	World Bank
Sector:	General Services
Grade:	GD
Term Duration:	2 years 0 months
Recruitment Type:	Local Recruitment
Location:	Chennai, India
Required Language(s):	English
Preferred Language(s):
Closing Date:	7/30/2018 (11:59pm UTC)

Description Established in 1944, 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. Department Overview The Global Corporate Solutions Department (GCS) provides a broad range of shared corporate services that are essential to the effective functioning and mission of the WBG.  GCS operations fall under very distinct and complex business enterprises that have expanded globally over the years. GCS reports to the Managing Director, Chief Administrative Officer. Unit Overview The GCS Service Desk is part of Corporate Services, and serves as the primary point of contact for staff members who wish to request or inquire about these services.  It is also responsible for answering questions about the Bank's procurement policies and procedures.  In addition, the Service Desk performs a variety of administrative tasks such as filing insurance claims for lost or damaged courier shipments. The Service Desk is staffed by a team of 17 agents who work at the World Bank's office in Chennai, India.  In an average year, they field over 130,000 calls and e-mails from staff and external vendors in over 130 countries.  More complex issues are handled in coordination with Tier-2 subject-matter experts at World Bank headquarters in Washington, DC.  The Desk is open 19 hours a day, Monday through Friday.  Any candidate hired for this position should be prepared to work primarily on the main shift, which begins at 6:30 p.m., IST in the summer and an hour later in the winter, and on other shifts based on work program requirements.  General Responsibilities Provide Tier 1 support to clients who contact the Service Desk with questions about or requests for GCS's services.  Attempt resolution using all available resources and coordinate with Tier 2 colleagues as needed. Ensure that all client requests are clearly and accurately documented with case-management software. Liaise regularly with GCS's business units and share updates on policy and process changes with the team. Train and coach new staff. Prepare documentation that will help the team resolve client queries. Create documentation outlining internal processes and new work off-shored to the Desk. Contribute to the Desk's knowledgebase of FAQs. Identify ways to improve existing processes and enhance the Desk's overall productivity. Carry out administrative duties such as quality-assurance audits. Perform various back-office support tasks for GCS's business units.  Selection Criteria A Bachelor's degree. 4 or more years of experience helping international clients in a customer-support environment. Strong problem-solving and analytical skills. High level of personal motivation and eagerness to undertake new initiatives. Demonstrated ability to prioritize goals according to business needs and execute tasks with minimal oversight. Capacity for handling multiple projects and tasks concurrently. Strong work ethic, meticulous attention to detail, and proven ability to work well under pressure and meet tight deadlines without sacrificing quality. Professional and friendly attitude and ability to establish a rapport with clients over the phone. Excellent interpersonal skills and experience working collaboratively as part of a team. 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 patience and professionalism during stressful situations. Proficiency with Microsoft Office suite; familiarity with customer-relationship management systems and reporting tools are a plus.  Competencies Institutional policies, processes, and procedures - Demonstrates relevant functional knowledge and understanding of institutional priorities, policies, operational and administrative procedures, and people. Able to practically apply and guide others in policy application. Versatility and adaptability - Demonstrates initiative and motivation to proactively learn new developments in relevant policies, procedures and technology. Is able proactively identify, prevent and/or solve problems. Able to participate in change activities and initiatives. Team Leadership - Able to provide support to team members, giving instructions when necessary to improve work performance and promote collaboration within team. Able to organize and/or conduct training for team members on procedures, policies and work activities. Lead and Innovate - Suggests improvements to solve problems. Deliver Results for Clients - Takes personal responsibility to make things better for the client. Collaborate Within Teams and Across Boundaries - Initiates collaboration beyond the team. Create, Apply and Share Knowledge - Proactively and regularly shares knowledge. Make Smart Decisions - Identifies information needed to support decisions.