Senior Human Resources Assistant (Case Management) - HR Operations

Human Resources

Overview

Manage HR requests and policies effectively

You have:

• Minimum of 3 years relevant work experience in Human Resources or related field, or equivalent.
• In-depth knowledge of HR policies, practices, and programs.
• Bachelor's degree in Human Resources or related field.
• Ability to conduct quantitative and qualitative analyses.
• Experience in using HR management databases and IT skills in Windows applications.

Work for the IMF. Work for the World.

Major Duties and Responsibilities

Manages workflows related to employee requests, developing timelines, effectively delegating work to HRAs based on workload/expertise, and monitoring resolution/escalation processes to ensure all cases are addressed according to SLAs.

Reviews and approves allowances transactions to ensure accuracy and compliance with relevant HR benefits policies, and timely submission to payroll.

Resolves complex customer inquiries, adhering to Fund policies and documenting actions properly in Workday and ServiceNow, overseeing inquiries until all elements have been resolved.

Escalates issues further within HR Operations or to COEs as needed.

Oversees record management and issue resolution systems, collaborating with HRAs and Specialists to identify/resolve workflow bottlenecks and optimizing ServiceNow search engine configuration.

Manages knowledge article processes, identifying key topic areas arising from customer queries and distilling themes accurately and clearly to facilitate efficient issue resolution.

Updates articles and provides drafting support to COEs as policies change, ensuring materials are timely and remain clear to understand.

In collaboration with the lead HRO, manages HR Service Center queue management system, determining appropriate priorities of employee issue resolution based on request type and urgency.

Defines the types of requests each HRAs should be responsible for managing and maps out escalation procedures. Clearly communicates governance to relevant stakeholders.

Depending upon the nature of the query, escalates within the tiered model within HR Operations, or across to COEs and HRBP/SHRPs to facilitate knowledge transfer and learn organizational needs, maintaining large breadth of HR knowledge, evaluating policy effectiveness, and promoting HR Service Center alignment.

Collaborates with the COEs to identify further opportunities to streamline employee requests and HR processes, guiding Fund employees on ServiceNow and championing its use.

Performs other job-related duties as assigned.

Minimum Qualifications

Educational development, typically acquired by the completion of a university degree in Human Resources or related field, supplemented by a minimum of three years of relevant work experience, or equivalent, is required. Alternatively, a minimum of two years of experience in HR work at Grade A6, or equivalent, is required.

Specialized Skills/ Knowledge:

• In-depth knowledge of policies, practices, and programs within HR. Makes sound decisions based on seasoned experience.
• Broad understanding of, and experience in major HR areas, e.g., staffing, training and development, and compensation and benefits.
• Has developed breadth and/or depth of skills in a range of processes and systems, and a working knowledge of Fund procedures impacting job.
• Provides solutions to problems in situations that are atypical or infrequently occurring based on practice and existing precedents or procedures but might still need support from supervisor on the atypical solutions.
• Able to conduct research in a thorough, systematic manner.
• Performs quantitative and qualitative analyses to contribute to the formulation of policy proposals and recommendations.
• Uses knowledge of how related teams within the department impact achievement of objectives.
• Trains and coaches HRAs on relevant benefit programs, maintaining the accuracy and quality in work products, according to Fund HR Policy
• Uses HR management databases in assigned duties. Applies IT skills in Windows applications and Web design.
• Fully proficient in using the complex tools and/or advanced features of team’s standard tools and systems.
• Applies a broad understanding of office management and administrative/secretarial procedures and practices in the Fund. Is thoroughly familiar with the rules and procedures within HR.

Competencies

Analytical Skills

• Provides solutions to problems in situations that are atypical or infrequently occurring based on practice and existing precedents or procedures but might still need support from supervisor on the atypical solutions

• Fully proficient in using the complex tools and/or advanced features of team’s standard tools and systems

Specialty Knowledge

• Has developed breadth and/or depth of skills in a range of processes and systems, and a working knowledge of Fund procedures impacting job

• Uses knowledge of how related teams within the department impact achievement of objectives

Versatility

• Has the ability to work in multiple areas and/or on more complex tasks with less or in some cases little to no supervision

Technological/Data Management Skills

• Good understanding of the technology and data required to perform job duties

• Starting to perform more in-depth analytics based on data and supporting technology

• Identifies opportunities to improve how tasks are done using technology and data

Innovativeness

• Identifies opportunities for improvement or innovative ideas and proposes feasible solutions for the department

Knowledge of Fund Operations/Policies

• Understands not only own operations but has a broader context of Fund policies and procedures or also in other relevant areas

Communication

• Effectively explains technical information to others outside area of expertise

• Gives effective presentations within immediate department within specialty

• Drafts written communications with review

Interpersonal Skills

• Has good relationships across department and outside department Work

Management

• Demonstrates understanding of how own work impacts others

• Prioritizes own work and develops corresponding plan/schedule to contribute to meeting team’s deadlines and quality expectations

• Leads less complex projects

Supervision (Where Applicable)

• Shows ability to be held accountable for their own work and potentially work of those below him/her.

• Encourages teamwork consistently.

• Provides oversight/direction to A4 – A6 wherever assigned.

• Exhibits good judgement in managing workflow and delegating work.

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 DC metro area will be considered.*

Department:

HRDOPSC Human Resources Department HR Operations HR Service CenterHiring For:

A07, A08The IMF is committed to achieving a diverse staff, including age, creed, culture, disability, educational background, ethnicity, gender, gender expression, nationality, race, religion and beliefs, and sexual orientation.

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Potential interview questions

Added 3 years ago - Updated 1 year ago - Source: imf.org