Human Resources Analyst/Sr. Human Resources Analyst

Human Resources

Overview

Drive efficiencies in HR Operations and lead employee issue resolutions.

You have:

• Minimum of three (3) years of relevant work experience in HR or related field is required.
• Alternatively, a minimum of two (2) years of HR work experience at Grade A06, or equivalent, is required.
• Comprehensive understanding of HR policies, practices, and programs related to allowances administration.
• Proven ability to provide oversight and direction to junior HR Analysts.
• Strong proficiency in HR information systems and case management tools, such as ServiceNow.
• Excellent interpersonal skills that promote collaboration within and across departments.
• Ability to develop solutions for atypical or infrequent situations based on established practices.
• Competence in performing quantitative and qualitative analyses to support the development of policy proposals and recommendations.
• Service-oriented mindset with demonstrated initiative and tact in interactions with employees.
• Strong oral, written, and persuasive communication skills.
• Effective organizational abilities, with the capacity to respond swiftly to competing priorities.
• Strong attention to detail in administering high-value benefits and processing transactions.
• Ability to demonstrate creativity and resourcefulness in various situations.
• Capacity to work efficiently under pressure on complex tasks with minimal supervision.

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; 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 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:

• 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 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.

• 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 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.

• Depending upon the nature of the query, escalate 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 providing input into policy formulation, and promoting HR Operations’ alignment within the Department.

• In collaboration with COEs, take initiative in streamlining business processes and recommend changes to HR policies, work practices, and IT systems, when justified. Identify further opportunities to streamline client requests and HR processes, guiding Fund employees on the use of MyHR (ServiceNow) and effective case management.

• Perform other duties as assigned.

Minimum qualifications

Educational development, typically acquired by the completion of a university degree, or equivalent, in Human Resources or related field, supplemented by a minimum of three (3) years of relevant work experience, is required. Alternatively, a minimum of two (2) years of experience in HR work, or related field, at Grade A06, or equivalent, is required.

The candidate should have:

• HR Knowledge: Comprehensive understanding of HR policies, practices, and programs, particularly in allowances administration, with the ability to make informed decisions based on extensive experience within the broader context of Fund policies and procedures. Significant experience in HR benefits administration. Broad understanding and experience in key HR areas, including staffing, training and development, and compensation and benefits. Knowledge of accounting and payroll is highly desired.

• Leadership and Mentoring Skills: Proven ability to provide oversight and direction to junior HR Analysts, fostering teamwork and demonstrating sound judgment in managing workflow and delegating tasks effectively. Ability to train and mentor HR Analysts, ensuring accuracy and quality in work products in alignment with Fund HR policies.

• Technical Proficiency: Strong proficiency in HR information systems and case management tools, such as ServiceNow.

• Interpersonal Skills: Excellent interpersonal and relationship-building abilities that promote collaboration within and across departments.

• Problem-Solving: Ability to develop solutions for atypical or infrequent situations based on established practices and precedents.

• Analytical Skills: Competence in performing quantitative and qualitative analyses to support the development of policy proposals and recommendations.

• Customer Service Orientation: Service-oriented mindset with demonstrated initiative and tact in interactions with employees at all levels, showcasing exceptional customer service and empathetic listening skills.

• Communication Skills: Strong oral, written, and persuasive communication skills.

• Organizational Skills: Effective organizational abilities, with the capacity to respond swiftly to competing priorities and adapt to changing client needs or deadlines.

• Detail-orientation and risk awareness: possesses a strong attention to detail, with a thorough understanding of fiduciary responsibilities and the potential risks involved in administering high-value benefits and processing transactions.

• Creativity and Resourcefulness: Ability to demonstrate creativity, problem-solving skills, resourcefulness, and self-sufficiency in various situations.

• Independence: Capacity to work efficiently under pressure on complex tasks with minimal supervision.

This vacancy shall be filled by a 3-year Term appointment in accordance with the Fund’s new employment rules that took effect on May 1, 2015.

A regular staff member who is selected to fill the vacancy will maintain their open-ended status. If the selected candidate is a contractual employee, they will be offered a Term staff appointment. Staff members already on a term appointment will continue their current term but may receive an extension provided that their current term appointment has not already been extended.

Only candidates who are currently residing in the Washington D.C. metro area will be considered.

Department:

HRDOPSC Human Resources Department HR Operations Allowances AdministrationHiring For:

A07, A08The IMF is guided by the principle that the employment, classification, promotion, and assignment of staff shall be made without discrimination against any person. We welcome requests for reasonable accommodations for disabilities during the selection process. Information on how to request accommodations will be provided during the application process.

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Potential interview questions

Added 1 year ago - Updated 1 year ago - Source: imf.org