Work for the IMF. Work for the World.
Under the general supervision of the Deputy Division Chief, the HR Operations Section Chief and Team Lead, the successful candidate will review and approve escalated complex queries; administer and control overseas allowance payments; perform audits and reconciliation of benefits; resolve routine problems and escalate complex issues or irregularities; recommend process improvements and changes to procedural guidelines; and supervise junior HR Analysts, back-ups, and/or temporary replacement assistants. The successful candidate will do so by leveraging extensive HR knowledge and strong project management skills to facilitate effective employee issue resolution by optimizing ServiceNow workflows and managing work distribution.
Major Duties and Responsibilities
The selected candidate will be a member of the HR Operations Division responsible for reviewing approvals and payments for overseas allowances and guiding processors through the resolution of related cases and maintaining team targets with customer satisfaction and service delivery performance. S/he is expected to exercise the utmost discretion and sound judgment in handling complex and sensitive matters. Typical duties and responsibilities include:
In collaboration with payroll, perform financial transactions and coordinate recurring allowances and one-time payments for employees, adhering to documented procedures and identify and strengthen gaps in documentation, when applicable.
Observe policy and process controls to ensure the accurate administration and disbursement of allowances, mitigating reputational and financial risks for the organization. This includes contributing to the maintenance and development of clear standard operating procedures.
Manage workflows related to employee requests, developing timelines, effectively delegating work to HR Analysts based on workload/expertise, and monitoring resolution/escalation processes to ensure all cases are addressed according to SLAs.
Resolve complex customer inquiries, adhering to Fund policies and documenting actions properly in HR systems, overseeing inquiries until all elements have been resolved. Escalates issues further within HR Operations or to the Total Rewards Benefits Policy team as needed.
Oversee records management and issue resolution systems, collaborating with HR Analysts within team to identify/resolve workflow bottlenecks and optimizing the MyHR (ServiceNow) configuration, as needed. Safeguard and maintain the integrity and accuracy of employee records and data, enabling reliable benefits administration and transactions.
Manage Knowledge Article (KA) processes, identifying key topic areas arising from client queries and distilling themes accurately and clearly to facilitate efficient issue resolution. Update articles with the team and provide drafting support to Centers of Expertise (COEs) as policies change, ensuring materials are timely and remain clear to understand. Ensure all relevant HR services content and information (procedures, policies, controls, self-help guides, etc.) available to employees is kept current.
Assist the lead HR Officer for overseas allowances in monitoring and managing the MyHR (ServiceNow) case management system, determining appropriate priorities for issues resolution based on request type and urgency. Define the types of requests each HR Analyst in team is responsible for managing and mapping out clear escalation procedures.
Depending upon the nature of the query, escalates within the tiered model within HR Operations, or across to COEs and SHRPs/HRBPs to facilitate case management and knowledge transfer, maintaining large breadth of HR knowledge, evaluating policy effectiveness, and promoting HR Operations alignment within the Department.