Program Manager (Technical & Systems)

HR Service Center (HRSSC), which is part of the Employment Policy & Compensation Department, currently operates in Washington, DC and Chennai, India. The HRSSC provides support to the World Bank Group Global Operations in over 120 countries.

The HRSSC provides centralized HR shared services to the World Bank Group and is an integral component of streamlined HR service delivery to its client base which includes managers, staff, and retirees. To this end, the Service Delivery Team is continually seeking to improve the way HR services are delivered to clients. These services include being the front line for providing Tier 1 support and consultation on HR policies and procedures via telephone, email, fax or walk-in visits to the Washington, DC office, as well as administration of HR transactions. HRSSC provides these services via a tiered service delivery model. The team collaborates closely with other key partners providing service to staff including Payroll, Tax, Global Mobility, and HR Officers. Additionally, HRSSC provides advice to clients on how to use HR self-service tools (e.g. myHR, HR Kiosk, HR Actions).

Note: If the selected candidate is a current Bank Group staff member with a Regular or Open-Ended appointment, s/he will retain his/her Regular or Open-Ended appointment. All others will be offered a 4 year renewable term appointment.
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The Program Manager (Technical and Systems) will be accountable for the prioritization of initiatives with regard to system support and related responsibilities for compensation, benefits, and service delivery related responsibilities. S/he will lead and facilitate day-to-day service delivery and effectively translate and mainstream technology configurations related to business requirements by collaborating with the HR Systems Group (HRSSY) and IMT.

The Program Manager (Technical and Systems) collaborates with ISG and HRS Systems to define HRSSC technical audit processes, disaster recovery process, business continuity standards, IT security standards, and system access rules. Additionally, s/he works with ISG and HRS Systems to define mutually agreed interface file specifications related to stakeholder service delivery. Manages oversight and updates to system tables and employee data processes. The Program Manager (Technical and Systems) also supports resolution of data errors, researches historical data issues, and provides updates as appropriate.

Key Responsibilities:

Working under the overall direction of the Manager, HRSSC:

• Lead the establishment of clear responsibilities for ownership of set-up tables and for review and sign-off of user acceptance testing (UAT)
• Manage the periodic review process and sign-off of system access privileges for the Service Delivery Team
• Oversee and support resolution of data errors and ensure data integrity
• Research historical data issues and provide updates when appropriate
• Define and send, in collaboration with ISG and / or HRS Systems, interface files per mutually agreed upon file specifications / schedule
• Notify all stakeholders of table updates as needed
• Define and set up, in collaboration with ISG and/or HRS Systems, systems access rules (i.e., roles), signature authority and approval authority policies and procedures, overall system audit process, and disaster avoidance, recovery, and business continuity standards
• Develop, in liaison with ISG and/or HRS Systems communications on IT security standards, define HRSSC role-based access to systems (varies by system), and outline HRSSC organization structure / reporting relationships as necessary within the system(s)
• Develop and manage the processes associated with the retention of (a) the systems request and approval process within HRSSC; (b) the system records and working documents as appropriate, and (c) manage and audit these processes on an on-going basis.
• Provide access to systems and data as necessary that are required for setup / delivery of HR services
• Manage maintenance of HRIS enablers and performance metrics as needed to improve operating efficiency, effectiveness, and quality of service delivery systems and applications
• Manage maintenance of systems and end-user documentation for HRSSC
• Lead efforts to maximize utilization of current HR Service Delivery systems

Program Manager (Technical & Systems)