Senior Employee Help Desk Assistant (HR Direct)

Position title: Senior Employee Help Desk Assistant (HR Direct), CHRM.2
Grade: GS - 8
Position N°: NA
Reference: ADB /15/085
Publication date: 15/07/2015
Closing date: 05/08/2015

Objectives

Under the immediate supervision of the HR Direct Section Head and the overall supervision of the Division Manager CHRM2, the incumbent’s role will be to Implement support and facilitate the various steps in addressing staff queries regarding various aspects of Human resources services in the Bank in order to ensure efficient clients services:

Duties and responsibilities

Provide User Support and 1st level Assistance for HR Information Systems and HR Self-Services online.
Listen to and treat the queries from employees regarding their situation vis-a-vis the Bank, and provide timely information on HR policies and procedures, whether by mail, phone, face-to-face or video-conference.
Coach staff to access employee help desk documentation and completing HR forms. Review files brought by staff to check completeness before administrative processing by HR teams, Log and follow through queries until closed.
Provide the necessary information regarding query log to case management as requested to facilitate the addressing of the staff situation.
Keep abreast of continuous changes and interpretations in HR policies, programs and processes of interest to staff.
Maintain a good communication with staff from CHRM and across the Bank to facilitate the work and the achievements of every one's responsibilities and objectives.
Organize own work to deliver most efficiently, identify and report on areas for improvements in procedures and tools used, propose and introduce such improvements.
Inform management frequently about work progress, current and anticipated issues, and propose actions to address them.
Propose adaptation to work organization, tools and practices to ensure optimal service to all staff members wherever located.
Help to maintain a comprehensive set of documentation which is easy to find, interpret and to act upon, regarding HR matters of interest to staff members. Clean up and update outdated documentation (paper, internet-based).
Maintain Statistics and Reports on HR service delivery and Requests and in consultation with the respective supervisor, prepares analytical reports for the use of the Management team and for other information purposes

Selection Criteria

Including desirable skills, knowledge and experience

Minimum of a Licence / Bachelor’s Degree or BAC+4 or Maîtrise or its equivalent in Human Resource Management, business administration, commerce or other related disciplines.
A minimum of 6 years of relevant practical working experience at levels of increasing responsibility, preferably in a service / call centre of an international organization.
Strong customer service skills, ability to perform various tasks, attention to detail and ability to work under pressure and within a multidisciplinary and multicultural team.
A high sense of initiative, enthusiasm and good team spirit, good organizational and interpersonal skills are strongly desired.
Ability to communicate orally and in writing in English and/or French with a working knowledge of the other language.
Good knowledge of the use of standard software (Word, Excel, Access and Power Point) and HRIS tools of the Bank. Knowledge of SAP or other systems would be an asset.

Apply online

Apply for this position

To apply for this position, you need to be national of one of AfDB member countries.

Only applicants who fully meet the Bank's requirements and are being considered for interview will be contacted. Applicants will only be considered if they submit an online application, and attach a comprehensive Curriculum Vitae (CV). The AfDB President reserves the right to appoint a candidate at a lower level. The African Development Bank is an equal opportunities employer and female candidates are strongly encouraged to apply: www.afdb.org/jobs