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 allowance payments; perform audits and reconciliation of benefits; resolve routine problems and escalate complex issues or irregularities; and recommend process improvements and changes to procedural guidelines. 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 allowances for headquarters-based employees, 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:
Support the administration of HQ allowances (EXA, EDA, SCA, CCA, salary advances) by applying policies accurately, processing requests in a timely and compliant manner, and helping maintain the integrity of employee records and ServiceNow workflows under the guidance of the team lead.
In collaboration with FIN 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.
Prepare, report, and manage risk events, including implementing approved risk mitigation strategies, ensuring compliance with Fundwide risk management framework.
Manage workflows related to employee requests, developing timelines, effectively delegating work to junior 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.
Assist the lead HR Officer for HQ-based 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.